Refund policy
Returns and refunds
This policy applies to everything sold at ernestotter.com. It sits alongside your legal rights and does not replace them.
Your right to cancel — 14 days
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order within 14 days of receiving it. You do not have to give a reason.
To cancel, email contact@ernestotter.com and tell us clearly that you wish to cancel.
What we need from you
Every request, including a simple change of mind, must include:
- your order number;
- clear photographs of the item as you received it, including the packaging.
We cannot arrange a return or release a refund without them. This is how we check the condition of the item and decide what happens next, and it is what allows us to settle most requests in a single exchange of emails rather than five.
Whether the item comes back
We may ask you to return the item. If we do, we arrange the return and we cover its cost. You will not be asked to pay postage, to find a courier, or to be at home for a collection you did not schedule.
Where we ask for the item back, it must reach us in a resaleable condition, in its original packaging, with any fittings and accessories included. You are welcome to have examined it as you would in a shop; if it comes back showing more wear than that examination requires, we may reduce the refund to reflect the loss in value.
How and when you are refunded
We refund within 14 days of receiving the item back, or of you giving us proof that you have sent it, whichever comes first. Where we do not ask for the item back, we refund within 14 days of settling your request.
Refunds are issued to the original payment method only. We cannot refund to a different card, to a different account, or as a credit note or voucher.
There is no restocking fee and no administration fee.
Sale items are included
Items bought at a reduced price carry exactly the same cancellation rights as items bought at full price. There are no exclusions.
If your order arrives damaged or faulty
Email contact@ernestotter.com with your order number and photographs of the fault, before unpacking anything further. The photographs let us send the right replacement part without a lengthy exchange of messages.
Under the Consumer Rights Act 2015 you have 30 days from delivery to reject goods that are faulty, not as described, or not fit for purpose, and to receive a full refund. After 30 days, and for six months from delivery, you remain entitled to a repair or a replacement, and to a refund if neither is possible.
Where an item is faulty, we cover the cost of returning it. These rights are in addition to the 14-day cancellation right above.
If your order does not arrive
Delivery is our responsibility until the goods reach you. If nothing has arrived within 15 working days, contact us and we will either resend the order or refund it in full, at your choice.
Fair use
This policy is written for people buying something for a child and occasionally changing their mind. It is not written for repeat claims.
We may decline requests that are repeated, incomplete, or manifestly abusive, and we may decline to supply a customer whose account shows a pattern of such requests. This does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015, which remain available to you in full.
Who you are buying from
ELYSIUM SERVICES LLC, trading as Ernest & Otter
30 North Gould Street, Ste R, Sheridan, WY 82801, United States
Email: contact@ernestotter.com
Telephone: +33 6 37 24 99 47
This is our registered business address, not a returns address. Please email us before sending anything back.
Nothing in this policy affects your statutory rights.