Refund policy

Returns

We offer a 14-day return period. You have 14 days after receiving your order to let us know that you would like to return it.

To request a return, please contact us at contact@elevenplts.com. We will then provide you with the return instructions and return address.

You are responsible for the return shipping costs, unless the item is defective, damaged or incorrect.

Returned items should be in their original condition, with tags and original packaging where possible. You may inspect the product as you reasonably would in a physical store. We may reduce the refund if the product has decreased in value as a result of handling beyond what is necessary to inspect it.

Please contact us before sending your return so we can provide the correct return instructions.

Damaged or incorrect items

Please inspect your order when it arrives. If your item is defective, damaged or incorrect, contact us as soon as possible at contact@elevenplts.com so we can resolve the issue.

Exceptions

Certain products may be excluded from the right of withdrawal where permitted by law, such as personalised products or sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken.

If you are unsure whether your item can be returned, please contact us.

Exchanges

If you would like a different size, colour or product, we recommend returning the original item and placing a new order once your return has been accepted.

European Union right of withdrawal

If your order is delivered within the European Union, you have the statutory right to withdraw from your purchase within 14 days after receiving your order, without giving a reason.

After notifying us of your withdrawal, you must return the goods within the applicable statutory period.

Your statutory consumer rights are not affected by this return policy.

Refunds

Once we have received and inspected your return, we will let you know when your refund has been processed.

Approved refunds will be issued to your original payment method. Where required by law, the refund will also include the standard delivery costs you originally paid for the order.

We may wait to issue the refund until we have received the returned goods or you have provided evidence that the goods have been sent back.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

If you have any questions about a return or refund, contact us at contact@elevenplts.com.