Return and Refund Policy
At Eluxora, we value your trust and want you to feel completely confident when shopping with us. We understand that sometimes an item might not meet your expectations and that’s perfectly okay. Our Return and Refund Policy is designed to make the process simple fair and transparent for every customer. We want you to know exactly how returns, replacements and refunds work before you make a purchase.
Purpose of This Policy
The purpose of this policy is to ensure that our customers clearly understand their rights and the steps involved if they wish to return a product. We believe that a transparent process not only builds trust but also creates a comfortable shopping experience. Whether your order arrived damaged, incorrect or simply not as expected, this policy outlines how you can reach us and what actions we’ll take to resolve the issue.
Eligibility for Returns
Items purchased from Eluxora.shop are eligible for return within 30 days of delivery, provided they meet our return conditions. Products must be unused, unworn and in their original packaging with all tags and labels intact. For hygiene and safety reasons, items showing signs of use, damage, perfume, stains or alteration cannot be accepted for return.
If you believe your item qualifies for return, please reach out to us at support@eluxora.shop with your order number, clear photos of the product and a brief explanation of the reason for return. Our support team will guide you through the process step by step.
Return Process and Approval
Once you contact us, our support team will review your return request within 1 to 2 business days. If approved, you’ll receive a confirmation email along with detailed instructions on how to send your item back to our return address.
Customers are responsible for return shipping costs unless the product was delivered damaged, incorrect or defective. In such cases, Eluxora will cover the full return shipping expense. We recommend using a trackable shipping method to ensure your package reaches us safely, as we cannot process a refund for items lost during transit.
Condition of Returned Items
All returned items go through a quality inspection once they arrive at our facility. Our inspection team ensures that the product is in its original state unused, unaltered and undamaged. If the product passes inspection, your refund or replacement is processed immediately.
If the returned product shows any signs of wear or damage that were not reported earlier, it may not qualify for a refund or exchange. We handle each case individually to ensure fair judgment and maintain customer satisfaction.
Refund Process and Timeline
After your returned item is approved, we will initiate the refund process. Refunds are issued through the original payment method used at checkout. Depending on your bank or payment provider, refunds typically take 10 business days to appear in your account.
You will receive an email notification once your refund has been processed. Please note that Eluxora does not have control over external processing times imposed by banks, credit card companies or PayPal. If you do not receive your refund after 10 business days, kindly contact your payment provider for an update
If you wish to exchange a product for a different color, size or style, simply contact our support team within 24 hours of receiving your order. We will help you arrange the exchange once the original product is received and approved.
Exchanges are subject to product availability and we’ll notify you immediately if your desired item is out of stock. If an exchange cannot be completed, a full refund will be issued instead.
Exchange
Yes, we accept exchanges. If you receive a damaged, defective or incorrect item you can request an exchange. The product must be unused in its original packaging and accompanied by proof of purchase. Once we receive and inspect the returned item, we’ll process the exchange promptly
Non-Returnable Items
Certain items may not be eligible for return due to hygiene, safety or clearance reasons. This includes items marked as Final Sale, promotional items or products purchased during special discount events. We always mention these conditions clearly on the product page before checkout so that customers are aware prior to purchase.
Damaged or Incorrect Items
We take full responsibility for any mistake on our part. If your order arrives damaged, defective or not as described, please email us within 24 hours of receiving your package at support@eluxora.shop with photos and details of the issue.
We’ll review your case immediately and provide a replacement or full refund, depending on your preference. There are no hidden conditions our priority is to make things right for you as quickly as possible.
Shipping Costs for Returns
If the return is due to our error such as sending the wrong item, a damaged product or a defective item we will cover all return shipping costs. However, if the return is due to personal preference (for example, you changed your mind or selected the wrong color), then the customer is responsible for the return shipping fee.
We always try to keep this cost minimal and transparent and we provide exact instructions before you ship the product back.
Order Cancellation
Orders can be cancelled within 24 hours of purchase, provided the item has not yet been processed or shipped. Once the order has entered the shipping stage, cancellation is no longer possible and you’ll need to follow the return process instead.
If you wish to cancel an order, please contact us immediately at support@eluxora.shop, and we’ll assist you with priority.
Delayed or Missing Refunds
If you’ve been notified that your refund was processed but it hasn’t appeared in your account yet, please allow a few extra business days for your financial institution to complete the transaction. Banks and credit providers occasionally require additional time to finalize refund postings.
If after 10 business days you still haven’t received your refund, please contact your payment provider or email our team we’ll help you trace and resolve it quickly.
Contact for Return and Refund Inquiries
For any questions or concerns regarding returns, refunds or exchanges, please contact our support team through the following details:
Email: support@eluxora.shop
Business Hours: Monday to Friday (9AM to 5PM) (GMT-5:00) Eastern Daylight Time (New York).
Phone: +1 (470) 853-6651
Our friendly representatives will guide you through every step of the process to make sure your issue is handled efficiently and respectfully.
