📦 Returns & Refund Policy

At Ellesi, every product is custom-made to your specifications, which means we operate on a non-refundable basis under normal circumstances. However, we fully understand that exceptions may arise, and we're committed to resolving any legitimate issues promptly and professionally.

We will accept returns and process refunds only in the following specific situations:

🚫 Damaged Goods: Items that arrived with visible physical damage or defects from manufacturing
❌ Incorrect Items: If you received products that differ substantially from what was ordered
🔍 Quality Issues: Products with significant printing or manufacturing flaws

⚠️ Important Notice: To qualify for a return, you must notify our customer service team via email at returns@ellesi.co.za within 48 hours of receiving your order. Your email should include clear photographs of the issue and your original order number. Unfortunately, we cannot process any return requests that fall outside this timeframe as we consider this reasonable period for inspection of your goods.

Return Process: Approved returns will require you to ship the items back to us at your own cost using a tracked shipping method. Once we receive and inspect the returned items, we will process your refund or replacement within 5-7 business days.

✋ Order Cancellation Policy

We understand that circumstances change, but due to the custom nature of our products, we have strict cancellation policies to protect our manufacturing process:

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Pre-Production Cancellation: If you cancel your order before we begin the printing process, we can offer a partial refund of 70% of your order value. The remaining 30% covers our administrative and setup costs that are non-recoverable.

❌

Post-Production Cancellation: Once your order has entered the printing phase, no cancellations or refunds are possible as we've already committed materials and production time to your specific order. This includes orders where printing has partially completed.

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Artwork Delays: If we're waiting for your final approval or print-ready artwork files, this doesn't qualify for cancellation. Any design services we provide will extend the production timeline accordingly.

How to Request Cancellation: All cancellation requests must be submitted in writing. Please include your order number and reason for cancellation.

⏱ Production Lead Times

To ensure the highest quality for your custom products, we maintain the following production schedules:

Standard Production Timeline:

✅ 3-5 business days for most standard orders after payment confirmation
✅ Additional 2-4 days if we're handling design services for you
✅ Timeframe begins when we receive both payment and approved artwork

Factors That May Affect Lead Time:

🔸 Complexity of your design requirements
🔸 Order quantity and product types
🔸 Seasonal demand fluctuations

➡ Rush Production Service: Need your order sooner? We offer expedited production at an additional 20-40% fee. Rush orders typically ship within 2-4 business days. Contact us before ordering to arrange rush service.

📞 Customer Support

We're here to help with any questions about your order, returns, or cancellations. Please reach out through the following channels:

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Returns Department:
returns@ellesi.co.za

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General Inquiries:
info@ellesi.co.za

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Phone Support:
087 822 1225 (Mon-Fri, 8:30AM-4:30PM)

For fastest response, please include your order number in all communications.