Payments, Refunds & Returns

Accepted Payment Methods

We accept the following payment methods across all ELSCM transactions:

Currency

All prices are displayed and charged in British Pounds Sterling (GBP, £). If your card is issued in another currency, your bank or card provider will apply their prevailing exchange rate. ELSCM is not responsible for any foreign exchange fees or charges applied by your financial institution.

Payment Security

ELSCM takes the security of your payment information seriously. We do not store your card details on our systems. All payments are processed through PCI DSS-compliant third-party providers including Eventbrite and our designated payment gateway.

• All payment pages use SSL encryption (HTTPS) to protect your data in transit
• Card details are tokenised and never stored on ELSCM servers
• You may be asked to complete 3D Secure (3DS) verification by your bank as an additional security step
• If you suspect any fraudulent activity on your account, contact your bank immediately and notify us

Eligibility

Refunds are considered on a case-by-case basis. You may be eligible for a refund in the following circumstances:

Timeline

Once a refund has been approved by ELSCM, please allow the following processing times:

• Submit your request Contact us in writing via email at info@elsomonline.org.uk or by phone on 0300 102 0004
• Review — up to 5 working days We will assess your request and confirm eligibility
• Approval notification You will receive written confirmation of the outcome by email
• Refund processed — 5 to 10 working days Funds returned to your original payment method
• Bank processing Allow a further 3 to 5 working days for your bank to credit your account

Non-Refundable Items

The following are non-refundable under all circumstances:

• Attended classes or lessons — any session that has taken place cannot be refunded, regardless of the reason for non-attendance
• Event tickets where the event took place as scheduled
• Booking fees or service charges applied by third-party platforms such as Eventbrite
• Workshop or masterclass fees where the student did not attend and gave less than 48 hours' notice
• Donations once Gift Aid has been claimed on your behalf
• Opened or used merchandise
• Digital downloads or programme notes once accessed

Class & Lesson Cancellations

We understand that circumstances can change. The following notice periods apply to all tuition and class cancellations:

To cancel a lesson, please contact your tutor and our team in writing as soon as possible. Verbal cancellations are not accepted — all cancellations must be confirmed in writing via email at info@elsomonline.org.uk or our contact form.

Event & Order Cancellations

Cancellation by ELSCM: In the unlikely event that we must cancel or postpone an event, all ticketholders will be notified by email as soon as possible. For cancellations, a full refund of the face-value ticket price will be issued. Booking fees charged by third-party platforms may not be recoverable.

Cancellation by the customer: Ticket purchases are final and non-refundable. If you are unable to attend an event, you are welcome to transfer your ticket to another person — please notify us of the name change in advance.

Conditions

ELSCM may sell physical merchandise such as branded items, books, or sheet music. Returns and exchanges are accepted only where the following conditions are met:

• The item is unused and in its original condition, with all packaging intact
• Proof of purchase (receipt or order confirmation) is provided
• The item is not a digital product, consumable, or personalised item
• The item was not purchased at a discounted or sale price (unless faulty)
• The return is initiated within the permitted timeframe (see below)

Items that are damaged, used, or missing original packaging will not be accepted for return unless the damage occurred during delivery or the item arrived faulty.

Timeframe

Returns and exchange requests must be submitted within the following periods from the date of receipt:

Requests received outside these windows will not be accepted unless required under UK consumer law.

Process

To initiate a return or exchange, please follow these steps:

• Contact us in writing Email info@elsomonline.org.uk or use our contact form with your order number, item description, and reason for return
• Await confirmation We will respond within 3 working days with return instructions and a returns reference number
• Send the item Package the item securely and return it to the address provided. We recommend using a tracked postal service — ELSCM is not responsible for items lost in transit
• Inspection & resolution Once received, we will inspect the item and process your refund or exchange within 5 working days

Delivery Timelines

We aim to dispatch all physical orders within 3 working days of confirmed payment. Estimated delivery times from dispatch are as follows:

Delivery times are estimates and may be affected by Royal Mail or courier service delays, public holidays, or exceptional circumstances. ELSCM is not liable for delays outside of our control once an item has been dispatched.

If your order has not arrived within 10 working days of your dispatch notification (UK) or 21 working days (international), please contact us so we can investigate.

Delivery Charges

Delivery charges are calculated at checkout based on the destination and item weight. Current standard rates are as follows:

International orders may be subject to local import duties, taxes, or customs charges upon arrival. These charges are the responsibility of the recipient and are not included in our delivery prices. ELSCM has no control over these charges and cannot predict their amount.