Refund policy

Return & Refund Policy

Please read this policy carefully before placing your order. By completing your purchase, you confirm that you have read, understood, and agreed to the terms below.

1. Made-to-Order Product
Every ElvisClock is a custom-made, fan-inspired collectible that is produced only after your order is placed. Because each unit is manufactured specifically for you, we are unable to accept returns, exchanges, or refunds for change-of-mind, buyer's remorse, gifting mistakes, or dissatisfaction with the personal taste or expectations of size of the item.

Please review your order carefully — including the product, quantity, shipping address, and any customisation options — before completing checkout.

2. Order Cancellation Window
Orders can only be cancelled within 12 hours of purchase. After this window, your order enters our production and quality control process and cannot be cancelled, altered, or refunded, except as described in Section 4 (Damaged or Defective Items).

To request a cancellation within the eligible window, email ElvisClock@outlook.com with your order number and "CANCEL" in the subject line.

3. What Is NOT Eligible for Return or Refund
We will not issue a refund, replacement, or store credit for:

  • Change of mind after purchase
  • Buyer no longer wants the item
  • Buyer purchased the wrong item, wrong quantity, or wrong colour
  • Delays caused by carrier, customs, weather, or events outside our control
  • The item not matching the buyer's personal expectations of size, weight, colour tone, or "feel" (subjective preference)
  • Buyer refused delivery or was unavailable to receive the parcel
  • Buyer provided an incorrect or incomplete shipping address (re-shipment to a corrected address is at the buyer's expense)
  • Any item that has been used, powered on, modified, or damaged after delivery
  • Any item returned without prior written authorisation from our team

4. Damaged or Defective Items (The Only Eligible Case)
We stand behind the quality of every ElvisClock. If your item arrives damaged, defective, or with a clear manufacturing fault, you are covered.

To be eligible, you must:
a) Contact us at ElvisClock@outlook.com within 7 days of delivery
b) Include your order number in the subject line
c) Provide clear photos of the damaged item AND the original packaging (both inside and outside the box)
d) Provide a continuous unboxing video showing the sealed parcel being opened and the defect clearly visible
e) Retain the item and all original packaging until your claim is fully resolved

Once your claim is reviewed and approved, we will send a replacement unit at no cost to you. Replacements are prioritised in production and typically ship faster than standard orders.

If a replacement is not possible, we will issue a refund to the original payment method.

5. Missing or Lost Parcels
If your tracking shows delivered but you have not received your parcel, contact the carrier first with your tracking number. Most "missing" parcels are located within 3-5 business days.

If the parcel is confirmed lost by the carrier, contact us at ElvisClock@outlook.com with your order number and the carrier's incident report. Missing or lost parcel claims must be reported within 30 days of the shipping date. We will send a replacement unit once the loss is verified.

6. Chargebacks
Chargebacks filed without first contacting our support team are considered a breach of these terms. By completing checkout you agree to contact ElvisClock@outlook.com and allow us 5 business days to resolve any issue before initiating a chargeback with your bank or payment provider.

We keep detailed records of every order, shipment, tracking event, and communication, and we contest all unjustified chargebacks with full documentation.

7. Contact
All return, refund, damage, and cancellation requests must go through:
ElvisClock@outlook.com

Requests submitted through social media DMs, comments, or unofficial channels will not be processed.

By purchasing from ElvisClock, you acknowledge that you have read and agreed to this Return & Refund Policy in full.