Refund policy

Refund & Return Policy

At Eleza, customer satisfaction is our priority. Please review our Refund & Return Policy carefully to understand your rights and our procedures regarding cancellations, returns, and refunds.

1. Cancellation Policy

Before Fulfillment

You may cancel your order through your account on our store as long as the order status is marked as "Unfulfilled."

Once the order status changes to "Fulfilled," the order has already been processed for shipping and can no longer be cancelled through the system.

Refunds for Cancelled Orders

If your cancellation request is successfully submitted before fulfillment, a full refund will be issued to your original payment method.

2. Return Window

EU Right of Withdrawal

In accordance with European Union consumer protection regulations, customers residing within the EU have the right to cancel or return their order within 14 days of receiving the goods, without providing any reason.

Standard Return Policy

In addition to your statutory rights, Eleza offers a 30-day return period starting from the date you receive the final item in your order.

3. Return Conditions & Timeline

Initiating a Return

To request a return, please contact us at:

Email: support@eleza.co

Or visit our customer portal:

Customer Portal: https://account.eleza.co

Return Deadline

After notifying us of your intention to return an item, you must send the product back without undue delay and no later than 14 days from the date you informed us of your decision.

Returns received after this period may not be eligible for acceptance.

Product Condition

To qualify for a return, products must be:

  • Unused and unworn

  • In their original condition

  • Returned with all original tags attached

  • Returned in their original packaging

4. Return Shipping Costs

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, Eleza will cover all return shipping costs.

Please report the issue within 7 days of delivery and provide clear photos of:

  • The product

  • The packaging

  • Any visible damage

Change-of-Mind Returns

If you wish to return an item for personal reasons or due to a change of mind, you will be responsible for all return shipping costs.

5. Non-Returnable Items

For hygiene, health, and safety reasons, the following items cannot be returned once opened or used:

  • Skincare products

  • Beauty products

  • Personal care items

  • Custom-made or personalized products

  • Perishable goods

  • Hazardous materials

  • Flammable liquids or gases

  • Sale items marked as "Final Sale"

  • Gift cards

6. Refund Process

Once we receive and inspect your returned item(s), we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional processing time before the funds appear in your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

Email: support@eleza.co

Contact Us

If you have any questions regarding returns, refunds, or cancellations, please contact our support team:

Email: support@eleza.co

Customer Portal: https://account.eleza.co