At Elani, every detail is considered — including how our pieces are delivered, cared for, and supported. Our policies are designed to offer clarity, reassurance, and confidence, ensuring your experience is as refined and seamless as the products themselves.
Delivery & Handling
Every Elani piece is treated as an architectural object, not a parcel. Each order is carefully prepared, inspected, and secured by our team before leaving our care, ensuring it arrives exactly as intended.As part of the Elani experience, all products are delivered in a custom, heavy-duty wooden crate, engineered to protect the piece within and finished with high-quality internal packaging. Delivery is carried out by specialist couriers experienced in transporting high-value, oversized items, ensuring careful handling at every stage. Delivery is guaranteed and coordinated in advance, with clear communication throughout the process. Please ensure access is suitable prior to delivery, and advise us of any site-specific requirements ahead of dispatch so appropriate arrangements can be made.
Returns & Cancellations
Most Elani pieces can be returned. Stocked items may be returned within 30 days of delivery for a full refund, provided they are unused, uninstalled, and returned in their original crate and packaging. Return carriage is arranged by you and at your cost — these are oversized, crated items moved by specialist couriers, so please contact us before arranging anything and we will advise on the best route. Pieces marked made to order on their product page are produced or finished specifically for your order and cannot be returned once production has begun; these may be cancelled within 5 days of purchase, provided preparation has not started. If a piece arrives damaged or develops a manufacturing fault, we cover return carriage in full and will repair, replace or refund — please notify us promptly, with photographs where possible. Nothing here affects your statutory rights under the Consumer Contracts Regulations 2013, which give a 14-day cooling-off period on most distance purchases; made-to-order and personalised goods are exempt from that right. The 30-day window above is offered in addition to your statutory rights, not instead of them.
Quality & Assurance
Quality is fundamental to everything we create. Each Elani piece undergoes careful inspection prior to dispatch to ensure it meets our exacting standards. In the unlikely event that a manufacturing fault is identified, please notify us promptly so we can assess and resolve the issue. Where a genuine fault is confirmed, we will offer repair, replacement, or an appropriate solution at our discretion. Normal variations in finish, tone, or surface character are considered part of the material’s natural beauty and do not constitute a fault.
Warranty & Care
Elani products are designed to endure. Our baths and furniture are supported by a long-term structural warranty, reflecting our confidence in their craftsmanship and materials. Electronic and moving components within Comfort Systems are covered by a dedicated component warranty, details of which are provided with each product. This warranty applies to products installed and maintained in accordance with our guidance. Damage caused by incorrect installation, misuse, or unauthorised modification is not covered. Care instructions are provided to ensure your Elani piece continues to perform and age beautifully. Our team remains available should you require advice or support at any time.
Installation Guidance
Professional installation is strongly recommended for all Elani products. Our pieces are engineered to exacting tolerances and should be installed by experienced professionals familiar with high-end bathroom products. Installation guidance is available upon request. Elani cannot be held responsible for issues arising from incorrect installation or site conditions outside our control.
Privacy & Discretion
Discretion is integral to the Elani experience. All personal information shared with us is handled securely and used solely to manage enquiries, orders, and aftercare. We do not share, sell, or distribute customer information to third parties beyond what is required to fulfil delivery or service obligations. Your privacy is respected at every stage.
