Refund policy
Welcome to the Elaan family! We’re committed to making sure you love every piece you receive. If something’s not quite right, please take a look below to see how we can make it right together.
Returns
We hope you adore your new jewelry, but if it’s not exactly what you expected, we’re here to help with store credit. Here’s how to make a return:
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Include the original packaging.
- Come with proof of purchase, such as an order confirmation or order number.
How to Start a Return
To request a return, simply fill out our Return Request form within 7 days of receiving your item. This form is available under Quick Links on our website, or you can reach out to us at help@elaan.co.
Once we receive and review your request, we’ll let you know if it’s approved. If accepted, please send your item back to us within 14 days of receiving it. Store credit will be issued as soon as we process your return—ready to be used on anything you love in our shop!
Note: We don’t offer cash refunds, and all returns are issued as store credit.
International Returns (Outside Malaysia)
We currently do not offer returns for international orders, except under exceptional circumstances such as:
- Incorrect item received
- Damaged item upon arrival
How to Request an International Return (Exceptional Circumstances Only)
If your international order qualifies under these circumstances, please reach out to us within 7 days of delivery with:
- Your order number,
- Photos of the item showing the issue (e.g., incorrect or damaged product).
We’ll review your request and respond with the next steps if the return is approved. Please note that international returns may be subject to a small shipping fee.
Exchanges
Love it but need a different piece? We’ve got you covered! Our exchange process is simple and easy:
- Start with a Return Request within 7 days of receiving your item. Make sure it’s unused and in its original packaging.
- Send Your Item Back within 14 days once your exchange request is approved.
- Choose Your New Item: You can exchange your piece for the same item or anything of equal value in our shop.
Important Notes on Exchanges
- Return Shipping: The cost of shipping items back is on you, and we recommend tracking your package to ensure safe delivery.
- Sale Items: Items bought during a sale or promotion can only be exchanged for the same item. If you’d like to exchange for a different product, we’ll apply the sale price you paid, and you’ll only need to pay any difference.
Tarnishing or discoloration caused by chemical contact is not covered in exchanges. See our Jewelry Care Card Guide included in every order to learn more about caring for your piece.
Lifetime Warranty
Our jewelry is designed to be a lasting part of your journey. That’s why we offer a lifetime warranty against tarnish and rust on all Elaan pieces.
What’s Covered
If your piece shows any signs of tarnish or rust over time, we’ll replace it at no extra charge.
How to Make a Warranty Claim
Email us at help@elaan.co with:
- Your order number and a photo showing the tarnish or rust.
- Once approved, we’ll send out a replacement free of charge within Malaysia. International customers may need to cover a small shipping fee.
What’s Not Covered
- Improper Care: Tarnishing from exposure to chemicals, lotions, or perfumes is not covered.
- Loss or Theft: Unfortunately, lost or stolen pieces are not eligible for replacement.
- Cosmetic Damage: Scratches, dents, or other issues not related to tarnish or rust aren’t covered.
For tips on keeping your jewelry beautiful, check out our Jewelry Care Card Guide included in every order.
Additional Information
If you have questions or need help, reach out to us at help@elaan.co. We’re always here to ensure you have a wonderful experience with us!