Refund policy

Return & Refund Policy

Elanaroma
Last updated: 11 October 2025

We hope you love your purchase from Elanaroma. However, if you are not completely satisfied, we’re here to help.
Please read this policy carefully before returning any item.

1. Return Eligibility

You may return new, unused, and unopened items within 30 calendar days of delivery for a full refund (excluding shipping fees).

To be eligible for a return:

  • The product must be in its original condition, sealed, unused, and in original packaging

  • Any protective seal, film, or tag must remain intact

  • Proof of purchase (order number or receipt) is required

⚠️ Opened or used perfumes, tester bottles, and sale items are non-returnable for hygiene and safety reasons unless the item is faulty or damaged.

2. How to Request a Return

To start a return, please follow these steps:

  1. Email us at info@elanaroma.com with:

    • Order number

    • Product name

    • Reason for return

  2. Our support team will review your request within 2 business days and provide return approval along with the return address and instructions.

  3. Once approved, ship the item within 7 calendar days using a trackable shipping service.

🚫 Returns sent without prior approval may be refused.

3. Return Shipping Costs

  • If the return is due to our error (wrong item, defective, or damaged), we will cover return shipping costs or provide a prepaid label.

  • For all other reasons (change of mind, ordered incorrectly, no longer needed), return shipping costs are the customer’s responsibility.

We strongly recommend using a tracked courier and keeping proof of postage.

4. Refund Processing

Once your return is received and inspected:

  • We will notify you via email whether your refund has been approved or rejected

  • If approved, your refund will be issued to your original payment method within 10 business days

  • Depending on your bank or payment provider, it may take an additional 3–5 business days for the refund to appear

If 15 business days have passed since approval and you have not received your refund, please contact us at info@elanaroma.com.

5. Damaged or Defective Items

If your item arrives damaged or defective:

  • Notify us within 7 calendar days of delivery

  • Include your order number and clear photos of the damage

We will offer a replacement, exchange, or full refund, based on your preference.

6. Exchanges

We currently do not offer direct exchanges.

If you would like a different product, please return the eligible item and place a new order separately.

7. Order Cancellations

If you need to cancel your order:

  • Contact us immediately at info@elanaroma.com

  • Orders can only be cancelled before dispatch

If your order has already shipped, you will need to follow the standard return process after delivery.

8. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Opened or used perfumes

  • Tester bottles

  • Gift cards

  • Sale or clearance items

  • Items marked “Final Sale”

9. EU 14-Day Cooling-Off Period

If you are an EU customer, you have the legal right to cancel your order within 14 days of receiving it — for any reason.

To exercise this right:

Returned items must be unused, unopened, and in original packaging.
Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.

10. Contact Information

For any questions regarding returns or refunds, please contact:

Elanaroma
📧 info@elanaroma.com
🌐 https://www.elanaroma.com