Refund policy

Thank you for being a part of the Elaan family. We are really sorry to see that you are unsatisfied with our product. Please read below to see how we can help you.

Disclaimer | COVID19 

Due to the ongoing COVID19 pandemic, all items purchased from Elaan are currently non-refundable/non-exchangeable. This is in line with health guidelines and the extensive preventive measures to ensure the health and safety of our valuable customers.

However, in selected cases such as - damaged product, wrong product delivery or lost parcel, you can initiate a ‘Return Request’ and it will be duly considered.

In any circumstances, all returned/exchanged products received back at Elaan, will not be resold.

We are closely monitoring the COVID19 situation and our policy will be updated accordingly to serve you better.

Return Eligibility 

1. The item should be in mint condition - unused.
2. The item should have the original packaging.
3. The item is accompanied by proof of receipt or proof of purchase or order information.

    Return Request

    In order to be eligible for an exchange/refund, you will have to initiate a ‘Return Request’ within 7 days of receiving the item. The link to the ‘Return Request’ form can be found under the quick links.

    You will be required to submit your contact details, order information, the reason for initiating a ‘Return Request’ and any photos to accompany your claim. This is in order for us to understand your problems and will help us to serve you better. If you are unable to use the link, please notify us through Help@Elaan.co 

    Your request will be duly assessed and you will be notified through email of its outcome (accepted/rejected). To be eligible for an exchange/refund the item has to be returned to Elaan within 14 days of receiving the item.

    Exchange Policy

    1. The ‘Return Request’ has to be initiated within 7 days of receiving the item. Items sent back to us without completing the 'Return Request' form will not be accepted.
    2. The item has to be received back at Elaan for return within 14 days of receiving the item. No exchange request will be considered after the expiry of said 14 days.
    3. It is your responsibility to track and ensure that the item is returned to Elaan. We will not be liable for any items/packages lost during return.
    4. Upon receipt, you will be notified through email to confirm that we have received your return item.
    5. You are eligible to exchange for the same item, or for anything of equal value.
    6. Any shipping costs in returning the item to Elaan, will not be considered or covered. This has to be paid from your end.
    7. In the case of returning any item purchased during sale/offer, they are eligible to be exchanged for the same item. If you wish to exchange it with another product, the offer price/sale price will be considered and not the retail price of the item. Any excess amount will have to be paid in addition.
    8. If an item is accepted for exchange, the shipping duration may vary depending on your location.
    9. Tarnishing or discoloration due to chemical contact is not a fault and will not be considered for exchange/refund. Please read the care instruction on how to avoid this.

     

    Refund Policy 

    A refund policy is only applicable in special circumstances and will be considered on a case by case basis.

    1. The ‘Return Request’ has to be initiated within 7 days of receiving the item. Items sent back to us without completing the 'Return Request' form will not be accepted.
    2. The item has to be received back at Elaan for return within 14 days of receiving the item. No refund request will be considered after the expiry of said 14 days.
    3. It is your responsibility to track and ensure that the item is returned to Elaan. We will not be liable for any items/packages lost during return.
    4. Upon receipt, you will be notified through email to confirm that we have received your return item.
    5. After consideration, if your item has been approved for a refund, the corresponding amount will be credited back to your original payment method.
    6. All shipping costs are non-refundable and will be deducted from the refund amount.
    7. Any shipping costs in returning the item to Elaan, will not be considered or covered. This has to be paid from your end.
    8. In the case of any item purchased during sale/offer, they are not eligible for a refund.
    9. Tarnishing or discoloration due to chemical contact is not a fault and will not be considered for exchange/refund. Please read the care instruction on how to avoid this.
    10. Any packages returned or refused will be charged a processing fee of 10% per item. As a small business, the time, labor, and materials that contribute to fulfilling an order are significant resources. This processing fee is crucial to ensure that our time and resources are compensated.

    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Help@Elaan.co .

    Return Address

    For further details, please contact us at Help@Elaan.co .

    Change of Mind

    Currently, we are not able to process an exchange/refund request due to a change of mind. We are operating in a small scale of business, hope you’ll understand us. But be assured that all ‘Return Request’ will be fairly considered to provide you with our best product and services.