Cancellation Policy
When a gifting program, a single order, or prepaid gift value can be cancelled, and what happens if work has already started.
1. One-off orders and programs
You may cancel an order or a gifting program at any time before we begin sourcing products or applying your branding to packaging, for a full refund of any amount paid. See Section 2 for what happens after that point.
2. Cancelling after work has started
Once sourcing or personalization has begun, cancellation may still be requested, but amounts covering costs already committed on your behalf — products purchased, branding applied, packaging produced — are non-refundable. Any remaining, uncommitted portion of your payment is refunded. We will confirm the specific committed amount for your order before finalizing a cancellation.
3. Recurring gifting programs
Some clients run recurring programs (for example, quarterly staff gifting or an ongoing customer-loyalty program). For these:
- you may cancel future cycles at any time, with at least 14 days' notice before the next cycle's scheduled sourcing date, for no charge on the cancelled cycle;
- a cycle already in progress — sourcing started or gifts dispatched — is governed by Section 2 and cannot be cancelled without the associated committed costs.
4. Prepaid gift value and gift cards
An order for prepaid gift value or a gift card issued through a partner card platform can be cancelled for a full refund at any point before the value is issued and activated. Once issued and activated, the order cannot be cancelled — see our Refund Policy for how issues after issuance are handled.
5. How to cancel
Email hello@elpholding.com with your order or program reference. We will confirm what has already been committed and the resulting refund, if any, within 3 business days.
6. Contact
ELP Holding Limited · Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong · hello@elpholding.com