Return Policy

Last updated: September 2026

1. Why returns are limited

Because gifts are sourced and packaged to a client's specification — often with client branding applied — items generally cannot be returned once personalization has been completed and the gift has shipped, in the same way a made-to-order product cannot be resold to another buyer. This is standard practice for personalized corporate gifting and is reflected below.

2. What qualifies for a return

We accept a return, replacement, or refund request when:

• the item arrived damaged or defective;
• the wrong item was shipped, or an item was delivered to the wrong recipient, due to an error on our part; or
• the item materially does not match what was agreed for the program.

Change-of-mind returns, or returns requested because a recipient simply did not want the item, are not accepted once the gift has been personalized and dispatched — the client's recipient list and program brief are treated as final once sourcing begins.

3. Evidence and reporting window

To request a return, contact us within 7 days of confirmed delivery. For damage or defect claims, include photos of the item and its packaging as received. Claims reported after this window may not be eligible, since courier delivery records and product condition become harder to verify.

4. How we resolve an approved return

Depending on the issue and product availability, we will offer a replacement item, a partial refund covering the affected recipients, or a full refund for the affected portion of the order, per our Refund Policy. We do not require the original item to be shipped back to us in most cases — recipients are individuals, not the paying client, and return shipping logistics for damaged goods are handled case by case.

5. Prepaid gift value

Prepaid gift value or gift cards issued through a partner card platform are not physical goods and are not subject to this Return Policy; see our Refund Policy for how issues with prepaid value are handled.

6. Contact

Email hello@elpholding.com with your order reference to start a return request.