At Elara Beauty, we want you to love every product you purchase. If for any reason you are not completely satisfied, we’re here to help. Please review our returns policy below for information on how to return items and receive a refund or exchange.
1. Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- Timeframe: Items must be returned within 30 days of purchase.
- Condition: Products must be unused, unopened, and in the original packaging. We cannot accept returns on items that have been used, damaged, or altered in any way.
- Proof of Purchase: A valid receipt or proof of purchase is required for all returns.
2. Non-Returnable Items
The following items are not eligible for returns:
- Gift cards
- Sale or clearance items
- Items marked as “final sale”
- Opened or used beauty products for hygiene reasons, unless they are defective or damaged upon arrival
3. Return Process
a. Initiating a Return:
To initiate a return, please contact our customer support team at returns@elarabeauty.com with your order number and reason for the return. Once your return is approved, we will provide you with a return shipping label and instructions on how to send the item back to us.
b. Return Shipping:
Customers are responsible for the cost of return shipping unless the item is defective or was sent in error. In cases where the product is damaged or incorrect, Elara Beauty will cover the return shipping costs.
c. Packaging:
Ensure that the product is securely packaged in its original packaging. If the original packaging is unavailable, please use appropriate protective packaging to prevent damage during shipping.
4. Refunds
Once we receive your returned item and inspect it, we will notify you via email. If your return is approved, a refund will be processed to your original payment method. Please allow 5-10 business days for the refund to appear in your account, depending on your payment provider.
Partial Refunds:
In certain situations, partial refunds may be granted (e.g., for items that are not in their original condition or that are returned after the 30-day period).
5. Exchanges
If you received a defective or damaged item, we will gladly exchange it for the same product at no additional cost. Please contact us at returns@elarabeauty.com to arrange an exchange. Exchanges for different products or variations are only available for defective items.
6. Late or Missing Refunds
If you haven’t received a refund yet:
- Check your bank account or credit card statement, as processing times vary by financial institution.
- Contact your credit card company or bank, as it may take some time before your refund is posted.
- If you’ve done all of this and still have not received your refund, please contact us at refunds@elarabeauty.com.
7. Cancellations
You may cancel your order as long as it has not yet been processed for shipping. Please contact our customer service team at orders@elarabeauty.com to cancel your order. Once the order has shipped, it cannot be canceled, and you will need to follow the returns process.