Refund & Returns Policy

Last updated: June 2, 2026

At Eloria®, your satisfaction is important to us. This policy sets out the terms and conditions under which returns, refunds, and exchanges may be granted. Please read this policy carefully before making a purchase. Nothing in this policy limits or excludes any rights you may have under applicable mandatory consumer protection laws.

1. Return Eligibility

You have 30 days from the date you receive your order to request a return. To be eligible for a return, all of the following conditions must be satisfied:

• The item must be returned in reasonable condition — opened or unopened
• You must provide valid proof of purchase (order confirmation or receipt)
• A Return Merchandise Authorization (RMA) must be obtained from us before sending any item back
• The return request must be submitted within 30 days of confirmed delivery

Any return sent without a valid, pre-approved RMA will be refused and returned to sender at the customer's expense. Eloria® accepts no liability for items returned without prior authorisation.

2. How to Initiate a Return

To begin the return process, contact us at support@eloriabeauty.shop with the following information:

• Full name as it appears on the order
• Order number
• Item(s) you wish to return
• Reason for the return
• Photographs of the item(s), where relevant (e.g. damaged or defective goods)

Upon approval, we will issue you an RMA number along with full return instructions. Do not ship any item until you have received written confirmation of your RMA. Items returned without prior written authorisation will not be eligible for a refund or exchange.

3. Return Shipping & Costs

Unless the item you received was defective, damaged upon arrival, or materially different from what was ordered, the customer is solely responsible for all return shipping and handling costs, including any applicable customs or import fees on return shipments.

We strongly recommend using a trackable, insured shipping service for all returns. Eloria® is not responsible for items lost, damaged, or delayed in transit during the return process. Risk of loss for returned items remains with the customer until the parcel is received and confirmed by us.

Original shipping fees are non-refundable unless the return is due to our error.

4. Cancellations

Orders may be cancelled within 24 hours of purchase by contacting us at support@eloriabeauty.shop. After this window, your order may have already entered processing or fulfilment and cancellation cannot be guaranteed.

Eloria® reserves the right to cancel any order at its sole discretion due to pricing errors, suspected fraud, payment failure, stock unavailability, or any other reason, and will issue a full refund in such circumstances.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive an item that is damaged, defective, or materially different from what you ordered, you must notify us within 48 hours of delivery at support@eloriabeauty.shop, including:

• Your order number
• A clear description of the issue
• Photographs of the damaged or incorrect item and its packaging

Claims submitted more than 48 hours after confirmed delivery may not be eligible for a replacement or refund. We reserve the right to assess each claim individually and determine the appropriate remedy at our discretion, which may include replacement, partial refund, or full refund.

6. Non-Returnable Items

The following items are strictly non-returnable and non-refundable under any circumstances:

• Gift cards and store credits
• Promotional, complimentary, or free bonus items
• Items returned more than 30 days after confirmed delivery
• Items returned without a valid pre-approved RMA
• Items that have been tampered with, altered, or misused in a manner inconsistent with their intended purpose

7. Exchanges

We do not process direct exchanges. If you wish to receive a different product, you must return the eligible item in accordance with this policy and place a new order separately. Refunds for approved returns will be processed to your original payment method.

8. Refund Processing

Once your returned item is received and inspected by us, we will notify you by email of the outcome of your return assessment. If approved:

• Your refund will be processed within 5–10 business days of receipt and inspection of the returned item
• The refund will be credited to the original payment method used at checkout
• Your bank or payment provider may take a further 5–10 business days to post the credit to your account — this is outside of our control

Eloria® is not responsible for delays in refund processing caused by your financial institution. If your refund has not appeared within 15 business days of our confirmation, please contact your bank before reaching out to us.

Eloria® reserves the right to refuse a refund or reduce the refund amount if the returned item is not in the condition described at the time of the return request, has been used beyond reasonable inspection, or does not otherwise meet the return eligibility criteria set out in this policy.

9. Packages Marked as Delivered

If your tracking information indicates your order has been delivered but you have not received it, you must:

• Check with all members of your household and any safe drop locations on your property
• Check with neighbours or building reception
• Contact the carrier directly to lodge a missing parcel investigation

10. European Union — 14-Day Statutory Right of Withdrawal

If your order is delivered to an address within the European Union, you have a statutory right to withdraw from the contract and return your order within 14 calendar days of the date on which you received the goods, without providing any reason.

To exercise this right, you must notify us of your decision to withdraw within the 14-day period by sending a clear written statement to support@eloriabeauty.shop. You will then be responsible for returning the goods at your own cost. We will process your refund within 14 days of receiving the returned goods, using the same payment method as the original transaction unless otherwise agreed.

The right of withdrawal does not apply to goods that have been unsealed after delivery and are unsuitable for return on health or hygiene grounds, where applicable under EU consumer law.

11. Limitation of Liability

To the fullest extent permitted by applicable law, Eloria®'s liability in connection with any return, refund, or exchange shall be limited to the purchase price of the specific item(s) in question. Eloria® shall not be liable for any indirect, incidental, consequential, or punitive loss or damage arising in connection with a return or refund claim.

This policy does not affect any statutory rights you may have under the applicable laws of your jurisdiction that cannot be excluded or limited by contract.

12. Policy Modifications

Eloria® reserves the right to modify or update this Refund & Returns Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our Services following any modification constitutes your acceptance of the revised policy. It is your responsibility to review this policy periodically.

13. Contact Us

For all return and refund enquiries, please contact our customer support team: