Refund policy

Returns

Returns are possible within 60 days of receipt. To process your exchange/refund request, we require the following:

The products must be in their original condition with original labels and tags. The packaging must not be damaged and must be in its original condition. The items to be returned must show no signs of use. You must provide your order number and, if your product was delivered damaged, photo or video material clearly showing the defect.

Please note: If the returned items do not meet these conditions, we are unfortunately unable to process your return. We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.

Always make sure your package has a Track & Trace code. Without proof of shipment with a Track & Trace code, lost returns cannot be refunded. Sending your return by post without a Track & Trace code is done at your own risk. As a customer, you are responsible for the cost of the return shipment.

Once we have received your return, we will notify you by email confirming receipt. We will refund the purchase amount to your account within 5–7 business days after processing your return.

Refund Method

All refunds are made via the original payment method used at the time of purchase. We do not refund to alternative payment methods, other accounts, or in cash. Please allow 5–7 business days for the refund to appear on your bank statement after processing.

Non-Returnable Items

Unfortunately, products that meet one or more of the following conditions cannot be returned:

a. Sealed products. If the seal has been broken, these products cannot be returned. b. Products that have been custom-made by the seller according to the consumer's specifications (custom orders). c. Products that are clearly personal in nature. d. Products that cannot be returned due to their nature. e. Products such as underwear, lingerie, hosiery, wigs, beauty products, care products, and health products are excluded from the right of return for hygiene reasons. These products cannot be returned and will not be processed. f. Products must be returned within 60 days of receipt.

Why Can Some Beauty & Health Products Not Be Returned After Opening?

Some of our beauty and health products are considered hygiene products. We take hygiene and public safety very seriously and, for the safety of all customers, do not allow the return of opened items. This is common practice among beauty and health product providers.

1+1 Free Offers

If a 1+1 free offer applies to a product and you wish to return it, you must return both items. You cannot keep one item and return the other.

Refused & Undeliverable Packages

If you refuse delivery of a package at your door, a refund is not possible. Any package that is refused or returned to the sender due to an incorrect or incomplete delivery address provided by the customer is not eligible for a refund. Any return costs or customs fees incurred as a result of a refused or undeliverable package will, at our discretion, be deducted from any potential refund.

Damage During Return Shipment

We accept no responsibility for items that are damaged during return shipment due to improper or insufficient packaging by the customer. If a returned item arrives damaged due to poor packaging, we reserve the right to refuse the refund. We strongly recommend using the original packaging and adding sufficient protective material when returning items.

Chargebacks & Payment Disputes

If a customer files a chargeback or payment dispute with their bank or payment provider while a return or refund is already being processed, we reserve the right to fully suspend or cancel the refund process. We advise customers to contact our support team at support@elanora-trends.com to resolve any payment issues before initiating a dispute with their financial institution.

Multiple Returns & Return Policy Abuse

We reserve the right to refuse future returns or orders from customers who display a pattern of excessive, fraudulent, or abusive return behaviour. This includes, but is not limited to, returning a disproportionately high number of orders, returning items showing signs of use, or repeatedly providing false information about product defects.

Exchanges

All exchange requests are handled on a case-by-case basis via email. Please contact our support team at support@elanora-trends.com to discuss your exchange request and we will guide you through the process.

Order Cancellations

Our orders are processed immediately, therefore cancellations are unfortunately not possible.

Return Costs

All customers are responsible for the costs of their returns. We recommend sending your return with Track & Trace, as we cannot accept responsibility for lost returns. Any customs fees or charges incurred during return shipment are the responsibility of the customer and are non-refundable.

Processing Times

Once we have received your returned item, it will be inspected and processed. Refund processing takes 5–7 business days. You will receive an email confirmation once your return has been received, and another once your refund has been initiated. Please allow additional time for the refund to appear on your bank statement, depending on your bank or payment provider.

Easy Returns in 3 Steps

Step 1: Contact Us Send us an email at support@elanora-trends.com. Please include the following information:

• The reason why you would like to exchange or return the package.
• Photos for clarification.

Step 2: Send Your Return (after contacting customer service) Send the items together with the completed return form to the address stated on the form. Make sure to include a Track & Trace code on the package. As the sender, you are responsible for the return costs. Please send the Track & Trace code by email to support@elanora-trends.com so that we can track your return at all times.

Step 3: Receive Your Refund Once the return has been received and inspected, we will refund the purchase amount to your original payment method within 5–7 business days.

Estimated Return Costs

UPS/FedEx: Minimum €29.30 with Track & Trace to China or minimum €11 without Track & Trace. DHL: Minimum €24 for shipment to China.

Return Address:

Warehouse: Dongguan, GD, CN Company: Yiwu Cujia Trade Co. Contact: 13597883401 Address: Elevator No. 3, F4, Building F, Fengzhimei Industrial Zone, Jinfenghuang Avenue, Fenggang Town, Dongguan City, Guangdong Province, 523689, China