Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at elsaura.info@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at elsaura.info@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at elsaura.info@gmail.com.

We value our customers and aim to provide high-quality products and a smooth shopping experience. Please read our policy carefully before making a purchase.

1. 1-Month Warranty

We offer a 1-month warranty (30 days) from the date of delivery.

This warranty covers:

  • Manufacturing defects
  • Non-working or faulty products upon arrival
  • Functional issues not caused by misuse

This warranty does not cover:

  • Physical damage caused by the customer
  • Water damage (unless the product is specifically waterproof)
  • Misuse, mishandling, or improper use
  • Wear and tear from normal usage
  • Unauthorized repairs or modifications

2. Refund Eligibility

A refund or replacement will only be issued if:

  • The product is defective or not working as intended
  • The issue is reported within the 30-day warranty period
  • The product is returned (if required) in its original condition

3. Return Process

To request a refund or replacement:

  1. Contact our support team within 30 days of receiving your order
  2. Provide:
    • Order number
    • Clear description of the issue
    • Photos or videos showing the defect
  3. Our team will review your request and guide you through the next steps

4. Resolution Options

Once your claim is approved, we may offer:

  • Replacement of the product
  • Repair (if applicable)
  • Partial or full refund depending on the situation

5. Shipping for Returns

  • Customers may be responsible for return shipping costs unless the item is defective or incorrectly sent
  • If the issue is verified as our fault, we will cover return or replacement shipping (if applicable)

6. Non-Refundable Situations

Refunds will not be issued if:

  • The request is made after the 30-day warranty period
  • The product is damaged due to customer misuse
  • The product is returned without original issue proof (video/photo evidence may be required)

7. Contact Us

For any warranty or refund-related queries, please contact our support team:

  • Email: elsaura.info@gmail.com
  • Phone/WhatsApp: 03709885494