Overview
This policy explains the conditions under which Eli & Ben's accepts returns, cancellations, and refunds for handcrafted bracelet orders. It applies to all customers worldwide and is designed with applicable EU consumer protection law in mind.
Made-to-Order & Your 30-Day Order Accuracy Guarantee
Because every bracelet is handcrafted to your exact stone, size, and personalisation, it is a custom/personalised good, which under EU law is generally excluded from the standard 14-day right of withdrawal.
Instead, we back every order with a 30-day order accuracy guarantee: if your bracelet arrives with the wrong size, wrong stone, wrong style, or an error in your personalised stone card message — anything that doesn't match what you actually configured and ordered — contact us within 30 days of delivery and we'll remake it correctly at no extra cost, or refund you, your choice.
This guarantee covers our accuracy in making what you ordered — it is not a guarantee that the size will fit your wrist. Sizing is built from the wrist measurement you provide during configuration, so please measure carefully; see our FAQ for how. If you're unsure about your measurement, contact us before ordering and we're happy to help.
Damaged or Incorrect Items
If you receive a bracelet that is defective, damaged, or doesn't match your order, contact us within 7 days of receiving it. We may ask for photos to verify the issue. If validated, we'll offer a replacement or a full refund, including reasonable return shipping costs.
Return Shipping
Unless the item is defective, damaged, or incorrect, you're responsible for return shipping costs. We recommend a trackable shipping method — we can't be held responsible for items lost in return transit.
Refund Processing
Approved refunds are processed to your original payment method via Gumroad. Processing times may vary depending on your payment provider or bank.
Non-Refundable Items
- Bracelets that have been worn and show signs of use (unless defective on arrival)
- Personalised stone card messages, once produced, cannot be resold and are non-refundable outside the fit guarantee described above
Order Cancellations
Because production begins shortly after ordering, cancellations can only be accepted before your bracelet enters production. Contact us as soon as possible if you need to cancel — once handmade, the standard return process applies instead.