Refund Policy
This policy applies to corporate gifting programs and any prepaid gift value issued through ELP Holding.
1. Scope
ELP Holding Limited ("ELP Holding", "we", "us") sells corporate gifting programs to business clients ("client", "you"), not directly to the end recipients of a gift. This policy sets out when a refund applies to (a) sourced, branded, and packaged gift orders, and (b) prepaid gift value or gift cards issued as part of a program. It applies alongside our Cancellation Policy and Return Policy.
2. Before sourcing or personalization begins
If you cancel an order before we have begun sourcing products or applying your branding to packaging, you are entitled to a full refund of any amount already paid.
3. After sourcing or personalization has begun
Once sourcing or personalization has started, costs are committed on your behalf (products purchased, branding applied, packaging produced). For this reason, amounts covering work already performed are non-refundable, except where Section 4 applies. Any portion of your payment covering work not yet started remains refundable.
4. Defective, damaged, or misdelivered gifts
If a gift arrives damaged, defective, or is delivered to the wrong recipient due to an error on our part, we will — at your election — replace the item, issue a partial refund for the affected recipients, or issue a full refund for the affected portion of the order. Claims must be reported within 7 days of confirmed delivery, with photo evidence where the claim concerns physical damage. See our Return Policy for the process.
5. Prepaid gift value and gift cards
Some programs issue prepaid value to recipients (for example, a gift card or stored-value balance) through a partner card platform. Once value has been issued and activated on a card, that value is provided under the terms of the applicable card program and is not refundable in cash to the client or the recipient, except where required by law or where the issuance itself was made in error on our part. An order for prepaid value can still be cancelled for a full refund at any point before issuance — see our Cancellation Policy.
6. How refunds are issued
Approved refunds are returned to the original payment method used for the order. Processing typically takes 5–10 business days, depending on your bank or card issuer, once we have approved the refund.
7. How to request a refund
Email hello@elpholding.com with your order reference and the reason for your request, within 14 days of delivery (or of the affected event, for undelivered gifts). We will confirm receipt and respond with a decision within 5 business days.
8. Contact
ELP Holding Limited · Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong · hello@elpholding.com