Refund policy

The 30-night sleep trial Buy the light, put it in the room it is meant for, and live with it for thirty nights. If it is not right, tell us and we refund you in full. Thirty nights rather than a fortnight because a nightlight is not something you can judge in an afternoon. You find out whether it works on the third time you get up at 3am, not the first time you switch it on. The trial runs for 30 nights from the day your order is delivered. You never send anything back There are no returns. Whatever you ordered and whatever it cost, we refund you and you keep the item. Nothing to package, nothing to post, no label to print, no trip to the post office. This is arithmetic rather than generosity. Our lights ship to you straight from our manufacturing partners, so a light that comes back to us cannot go back on a shelf. Paying to ship it here would cost us more than the light is worth and get you your money no faster. We would rather put that money into your refund. Keep it, pass it to a friend, or put it in the drawer with the other things that did not work out. If it is simply not right for you Email support@elstena.com with your order number and say so. That is the whole process. You do not need to give a reason and you do not need to send us anything. If it arrived damaged or does not work Email support@elstena.com with your order number and a short video showing the fault. A few seconds on your phone is plenty: the light not coming on, the sensor not triggering, the switch doing nothing, the crack in the casing. We ask for a video rather than a photo because most faults here are behaviour rather than appearance. A photo of a nightlight that will not light looks exactly like a photo of a nightlight that is switched off. Once we have seen it we will refund you or send a replacement, whichever you prefer. You keep the faulty one either way, and you do not need to post it back. If something fails after the trial has run out, still get in touch. A light that dies in month three was faulty when it left, and we would rather sort it out than argue about the date. Multipacks If part of a pack is not right, tell us which and we will refund that portion. You keep the ones you are happy with and the ones you are not. When you get your money back We process refunds as soon as we have your email, or as soon as we have watched the video for a fault claim. Refunds go to your original payment method and usually appear within 5 to 10 business days, depending on your bank or card issuer. We will email you when the refund has been issued. Because delivery was free, there is nothing to deduct. You get back the full amount you paid. Cancelling an order If you change your mind before your order has been handed over for dispatch, email us and we will cancel it and refund you in full. Once it has shipped, treat it as a refund under the trial above. Fair use This policy is built on trust and it only works if it is not abused. We may decline repeated claims from the same account or address where the pattern does not look like someone who wanted a nightlight, and we may decline claims made outside the 30 nights. We will always tell you why. Questions If anything here is unclear, email support@elstena.com and ask. We would rather answer a question before you buy than deal with a disappointed customer afterwards.