Refund policy

RETURN POLICY

PLEASE NOTE THAT RETURNS ARE NOT FREE. RETURN SHIPPING COSTS APPLY.

Returns

Can I return my order?

Yes, this is possible.

If you are not satisfied with the items you ordered, you may return them within 30 days of receiving your order.

The following conditions must be met:

  1. The order must include all parts, accessories, and its original packaging.
  2. The product must only show signs of normal use. Damage caused by improper use is not covered.
  3. Products for which hygiene is essential must be thoroughly cleaned before being returned.
  4. Any defect must be reported immediately after receiving the product.
  5. Return shipping costs are the responsibility of the customer.
  6. Returns are processed within 7 business days. If all conditions are met, the return will be officially accepted within this period.

We reserve the right to refuse any return if we believe the items have been used or damaged in circumstances for which we are not responsible.

How do I return my order?

If your order meets the conditions above, please follow these steps:

Your email must include:

  • Order number
  • Reason for the return
  • A photo of the product in case of damage
  • Customer’s first and last name
  • Customer’s address

We will then provide you with the correct return address.

Never return your parcel directly to the sender. We will provide you with the correct return address after receiving your request.

Return shipping costs are entirely the responsibility of the customer.

RIGHT OF WITHDRAWAL

The consumer has a right of withdrawal in accordance with the following provisions, provided that they are a natural person entering into a contract for purposes that are not primarily related to their commercial or professional activity.

Withdrawal Conditions

Right of Withdrawal

You have 14 days from the day on which you, or a third party designated by you other than the carrier, receive the last item in your order.

As we use a fully automated order-processing system, orders are processed immediately after confirmation. Therefore, it is not possible to interrupt the shipping process before delivery, which means that a refund cannot be issued before the items have been received.

To exercise your right of withdrawal, you must inform Ellorenne of your decision through a clear statement, for example by email.

The withdrawal will only be considered effective once the returned items have been received.

Return shipping costs are the responsibility of the customer.

Parcels Already in Transit

As our products are shipped from Asia, transit times may be longer and can be outside our control.

If your order has already been shipped, it can no longer be cancelled. We kindly ask you to wait until you receive it and then submit a return request.

However, you may inform us in advance that you wish to cancel your order.

To help speed up the processing of your return, we recommend providing us with proof of shipment for the returned parcel.

Consequences of Withdrawal

If you exercise your right of withdrawal, we will refund all payments received from you, excluding delivery costs and any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us.

The refund will be processed without undue delay, and no later than 14 days after we have received:

  • your withdrawal notification,
  • and the returned items.

The refund will be issued using the same payment method used for your original purchase, unless otherwise expressly agreed between you and us.

You will not be charged any additional fees for this refund.

IMPORTANT

All returns must be sent to our central warehouse in Asia at the customer’s expense.

Ellorenne
Melbourne, Australia
Email: info@ellorenne.com