Refund policy

Refund Policy

Returns and Exchanges

Elzaline allows for returns and exchanges if you change your mind about a product. All returns and exchanges due to change of mind must adhere to the following policy within 30 days of receiving your order:

• The item must be in its original condition—unused, unmarked, and undamaged. For items requiring hygiene and safety standards, the product must be unused.
• Items purchased as part of a set or multi-item pack must be returned as a whole set.
• This return policy does not apply to items designated as non-returnable or non-exchangeable(ex: personal items, personalized products,...)
• For online orders, shipping costs associated with returning the product will not be covered by Elzaline. This includes returns due to size issues, personal preference, or change of mind after the order has been shipped.
• The return warehouse location may vary depending on the product. The address listed at the bottom of our page is our business address, not the warehouse address. Each order may have different warehouse locations to optimize production and shipping costs. Please refer to the "Contact Us" page for assistance.
• Your rights under any applicable consumer law are additional to and not affected by the above return and exchange policy.

Return Process

• To complete your return, you need to provide a receipt or proof of purchase. Please include your confirmation email or purchase receipt with the product when returning it to us.
• The product must be returned in an unused condition and in its original packaging.

Order Cancellations

1. Order Cancellation Time:

• You can cancel your order within 6 hours of placing it or before the order is assigned a shipping code.

2. Special Orders:

• For products that require extended production time or expedited manufacturing, the above policy (Section 1) does not apply. Once the order has been transferred to the production department, you will not be able to modify or cancel it.  

To cancel or modify your order, please visit the "Contact Us" page and create a support request or contact customer support via email at support@elzaline.com.

Defective or Damaged Products

• We are sorry if you received a defective, incorrect, or damaged product! Please contact our customer service team at support@elzaline.store with the subject 'Missing Item', 'Wrong Item', or 'Damaged / Expired Item'.
• Include the following details in your request:
  • Images of the received product/package
  • Product name
  • Order number
  • Unboxing video if the product is damaged to show proof of the issue before receiving. The product must be placed on a flat surface with visible labels and issues in the images. This information will be used to process your order and prevent future print errors.

Return Request Timeframe

• You must submit your return request within 30 days of receiving your order. After this period, the right to request a return will be void.

Processing Requests

• Requests are typically resolved within 24 hours. Refunds will take approximately 5-10 business days to process after the goods are received and inspected.

Gifts

• If the product was marked as a gift and shipped directly to you, you will receive a gift credit for the value of the returned item. Once the item is returned, a gift certificate will be mailed to you.
• If the product was not marked as a gift, the purchaser will receive a refund.

Return Shipping Costs

• Customers will be responsible for the shipping costs to return items, and these costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
• When returning items, you must provide a valid tracking number so we can monitor your return shipment. If we do not receive the returned item, you will not be eligible for a refund.