Buying from us

We are a trade only website. All purchases from us for goods or services are on a business to business basis, not a consumer basis. When purchasing from e.l.k (goods or services) you are accepting these terms and are entering into a business to business contract.

e.l.k is committed to quality and each e.l.k machine undergoes stringent quality checks and tests for quality and performance before it is delivered to you. Our machines have limited international manufacturer’s warranty ranging from 1-3 years.

Delivery period of small items purchased.

After payment is made and an order is placed on our website / with our company you will receive your order within 5 working days usually. Please allow extra around holidays and festive times. This is out of our control.

Delivery of machines.

After payment is made all equipment purchased will be delivered to you within 5 – 30 working days. This will be discussed with you / highlighted / can be seen in our terms and conditions prior to purchase depending on the machine purchased and where it is coming from, whether it is the UK, USA, South Korea, China, Germany.

Purchasing of goods and services

Goods – After payment is made all equipment purchased will be delivered to you within 5 – 30 working days. This will be discussed with you / highlighted / can be seen in our terms and conditions prior to purchase depending on the machine purchased and where it is coming from, whether it is the UK, USA, South Korea, China, Germany.
Services – After payment is made you will be sent a course confirmation email via email or we transfer confirming dates, times, location, models, machine/ kit requirements and pre-course study material. Once training manuals/ pre-course study material has been received/ read the training fee cannot be refunded.

Purchasing of services

Services – After payment is made you will be sent a course confirmation email via email or we transfer confirming dates, times, location, models, machine/ kit requirements and pre-course study material. Once training manuals/ pre-course study material has been received/ read the training fee cannot be refunded. Training dates and times will have been arranged with you prior to booking. Training courses purchased must be completed within 6 months from date of purchase.
Moving training dates once booked – Once training dates are booked, moving of training day dates by you is at the discretion of e.l.k as to whether we can do this at no cost to you or not. Moving of dates by e.l.k – may happen from time to time due to staff illness or other unforeseen circumstances. We are a small but professional business, we are human just like you and have life issues from time to time ourselves. We will, of course, endeavour to get cover for training, so we don’t have to move training days but from time to time things happen. We appreciate your understanding at this time. In the event of this happening, you will not be entitled to a refund or any compensation of any kind or for any reason.

Sales of goods act 1979 / Sales of goods and services act 1982

These acts are restricted by our terms and conditions.

Guarantee

We cannot guarantee the quality of our goods or services.

Promise

We promise we will always do our best in all aspects of what we do.

Accreditation

Our courses are accredited by 2 external bodies. PBD and CPD. This indicates or care and passion to deliver quality training although this cannot be guaranteed.
Accreditation I.D – We require identification for our accreditation purposes to prove who you are. You are required to email/ watts app/ text/ messenger / skype us your I.D for this purpose only. Your id will be viewed and deleted immediately and not kept.
CPD points are recognised worldwide and earned with us when you have completed certain courses with e.l.k. The number of points earnt per course can be seen on the course on our website.
CPD courses can be checked on the CPD website for verification. (The link to check this can be seen on each course on our website if the course is CPD accredited.
PBD courses can be checked and verified on the PBD website.

CPD Points

CPD courses can be checked on the CPD website for verification. (The link to check this can be seen on each course on our website if the course is CPD accredited.
You are strongly advised to continually add to your professional development by training every 12 months to keep up to date each year. New techniques, legal advice, requirements, processes, technology are coming out constantly. You could do a refresher course with us yearly to update which would earn your yearly requirement of CPD points (Continuous professional development points.)

Pre-requisite qualifications

You will be aware of any pre-requisite qualification requirements prior to booking your training. By booking your course you are confirming that you have the legal qualifications required in order to train with us in your chosen course. You may be asked to prove this by emailing us your qualification certificates.

Insurance

It is your responsibility to ensure you are covered by public liability and professional indemnity insurance to carry out the treatments. This must be in place for your practical training day and for afterwards. Once your training has been booked with us we can assist you with this if required. Please ask.

Warranty

Goods come with a limited manufacturer’s warranty where indicated. This may be 30 days, 1 year, 2 years, 3 years or as otherwise stated.
e.l.k is committed to quality and each e.l.k machine undergoes stringent quality checks and tests for quality and performance before it is delivered to you. Our limited international manufacturer’s warranty covers defects in materials and workmanship of goods. During warranty periods spare parts are provided free of charge including shipping cost with Fedex / DHL/ other.

What is the limited warranty?

e.l.k warrants to the purchaser that the system is free from manufacturing defects for the duration of the warranty from the date of purchase; in materials or workmanship.
Please note:
1) Warranty covers inner components and machine cases including circuit boards, power boards, display screen and other components located inside the machine case. It doesn’t apply to machine hand pieces and consumable parts.
2) Consumable parts (eg cartridges) are NOT covered by this warranty.
What is not covered by the limited warranty.
This limited warranty does not cover damage, defects, failure caused by:
– Abuse or misuse
– Impact or insertion of foreign objects
 – Alterations
– Application of harmful chemicals
– Failure to follow instructions
– Loss of the machine/ product

What is the technical support policy after the warranty period?

We will continue to provide the technical support as before. For spare parts we only charge factory costs and shipping cost must be paid for by you the trade customer.
What happens in the event of a malfunction?
In the event of a manufacturing fault with your goods purchased we will repair or replace if within warranty.
If there are any working problems whilst the machine is within warranty, please contact customer services for assistance. Technical support is able to resolve the majority of system challenges over the phone, by email or online chat. During this process we need your kindness patience and understanding and assistance by either following our detailed diagnosis instructions issued by us, our engineers/ technicians and showing us photos / videos of the machine. This process is very important for us to identify the actual problem so that we can work out a solution as quickly as possible.
If indeed there is malfunctioning due to defect and if covered by the warranty we will send you spare parts for changing with detailed installation instructions free of charge and as quickly as possible and within a reasonable time frame.
Repair is simple even without electrical knowledge.
If changing the parts does not resolve the solution you can simply return the machine and we will send you a new one. (please see exchange policy.)
In the unlikely event of a fault on day 1 of receipt of your goods this would not be deemed a breach of contract under British law or neither a total failure and we will do one of the following: –
*Attempt to fix on site if possible.
*Arrange for an engineer to assess and fix the machine either on site, at your premises or the machine may be taken away.
*We will do everything possible to resolve the issue as quickly as possible. During festive periods and holiday times this will take longer than we would like but is not within our control.
*If possible, we will supply you with a ‘similar’ machine whilst your machine is being repaired/ assessed / replaced.
*We will have the matter resolved within a ‘reasonable time frame.’ Time and allowances must be made and allowed for during uk / worldwide holiday / weekends/ bank holidays/ festive times. These things are not within our control. We appreciate your patience at these times. Our machines/ products are manufactured worldwide so depending where your product / machine is manufactured will depend which holidays may affect you.
Our process, if there is a manufacturing fault with an item, is as follows: –
Contact us by email/ phone/ social media – If no one is available to answer immediately please leave a message and someone will get back to you as soon as possible within a reasonable time frame.
Give us a full description of the problem, photos’ and videos so we can properly assess the issue and get back to you with ‘next steps’.

Exchange Policy

Returning or exchanging items
– They must be in original packages with all accessories and in the same condition as when you very first received it when you received and unwrapped the machine we sent / delivered to you.
– Damages caused by misuse CANNOT be returned.
– Liquid / products/ consumable are strictly non-refundable.
– Once we confirm the malfunctions are caused by a manufacturing defect we will send the new machine immediately. (during working times and holiday periods.)

Shipping charges

During warranty the shipping cost of spare parts will be paid by e.l.k.
For exchange of machines, you the trade purchaser are required to pay shipping costs for returning the machine. E.l.k will pay the cost of delivering the new machine to you.
After the warranty period, you the trade purchaser are required to pay all delivery costs.
Ongoing Help & Support
Whether you seek technical help; after-sales or treatment advice; or marketing tips, the team at e.l.k are here to offer help at any time to your salon, clinic or wholesalers. Our objective is to ensure that our valued clients all receive exceptional after-sales care so that you get the most from your new purchase. Please make sure you stay in touch with us.

Technical Helpline

Mon – Fri 9-5pm. Our fully qualified engineers are on hand to help answer questions about your machines. They know the equipment inside-out and there’s nothing they can’t repair. More often than not, they can resolve problems during a phone call. Please call 01823 431574 Extended warranty options Extended warranty is available if required. Please email us for a price. Manufacturing problems are covered in the warranty. If you break the hand-piece or the touch screen by dropping it, cleaning inappropriately, inserting something you shouldn’t, using incorrectly, this type of accident will not be covered by us and should be covered by your own insurance accidental damage policy.)

Finance / Lease Options

It is possible to lease or finance a machine from us. This is a quick easy painless process and subject to the usual credit checks and stipulations. UK only at present.

Updates:

No updates required currently in the foreseeable future for any of our machines as they’re all the latest technology but if there are they will be provided. If there is a new hand-piece you can add the new hand-piece.