Refunds Information
Our return policies are binding and must always be followed.
You have a 30-day return window, meaning you have 30 days after receiving your order to request a return.
To be eligible for a return and a 100% refund, your product must meet the following criteria:
- Product condition: The purchased product must be in the same state as you received it (including tags and in original packaging). It must not have been used, washed, damaged, or altered.
- Time: Return requests must be submitted within 30 days of receiving the product.
- Proof of purchase: Keep and show, if necessary, a copy of your receipt or order number as documentation.
- Proof: Always add a clear reason and photos of your order to demonstrate that they are in new and unused condition.
- Hygienic products: Some products, like underwear, beauty products, or cosmetics, cannot be returned for hygienic reasons.
Returns are not allowed in cases of:
- Size selection error: Despite the presence of a size guide on each product page, returns due to customer size selection errors may not be accepted.
- Personal preferences: Returns based solely on personal expectations or individual tastes, such as color preference or changing one's mind about the product's appearance, may not be allowed.
- Measure variations: If you report differences in product measurements, please note that variations of 1-3 cm fall within the normal tolerances of production and may not justify a return. Our commitment is to resolve any issues related to product defects or errors on our part.
- It is also important to note that the colors displayed on our site may have slight differences from the actual colors of the item. This variation should not be considered a defect and does not constitute a valid reason for return or refund. Such discrepancy may depend on monitor settings or other technical factors.
Return conditions
Communication: Always contact customer service in advance via info@elliney.com or through the contact form here to get return approval and receive instructions.
Refund: To be eligible for a refund, you must return the package to our warehouse.
Return costs: You are responsible for the return costs of your order. Track & Trace: Your return must have a tracking code, shared with us. This way, we can see exactly when your return arrives at our warehouse and immediately begin a refund. Without a tracking code, we cannot follow the shipment, and your right to a refund lapses as we cannot confirm if your order has indeed arrived. If your return request is approved, you will receive a return form. Subsequently, items must be returned to one of our warehouses.
Returns sent to us without prior request and approval will not be accepted, and your right to a refund will be voided.
Damages and issues
Unfortunately, your product may get damaged during transit. Check your order upon receipt and if the item is defective, damaged, or if you received the wrong item, contact us immediately.
For a quicker resolution, send us an email with clear photos showing the damaged part or the incorrect product.
For defective or incorrectly delivered products, we automatically send a new package free of charge.
Unfortunately, we cannot refund your purchase if the product is defective for the second time. We refund the full purchase amount or, if you choose, return it.
If you are not satisfied with this policy, you always have the option to return the defective or wrongly delivered product at your expense upon approval from our department. In this situation, the normal return conditions apply, which you can find on this page.
Note: Order modification or cancellation can be made within one hour of purchase, as our system will automatically process it.
However, if a package cannot be delivered due to incorrect customer data or a wrong address communicated, we will not be able to proceed with a refund. Despite this, we understand that mistakes can occur and want to ensure that our customers receive their orders without further complications. Therefore, if the package cannot be delivered due to a courier-related issue, we are happy to resend the same item for free.
Finally, please note that we do not offer returns or exchanges for delays. For any questions or concerns about our return policy, please contact our customer service via info@elliney.com .
We are here to help!
Product Exchange
If you wish to exchange your product, first return the item in your possession and, once the return is approved, make a separate purchase of the new item.
Refund
We will inform you as soon as we receive and inspect your return. If approved, you will be automatically refunded within 3-5 business days via the original payment method. Keep in mind that it may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since our return approval, contact us whit info@elliney.com .