Refund policy
Return & Refund Policy
We want you to love your Eloura purchase. However, if something isn’t quite right, here’s how our return and refund process works.
Return Eligibility
**In order to qualify for the 90 day guarantee, you must provide before and after photos. One at the start of your treatment, and one after the 90 days of using the treatment everyday**
We are pleased to offer a comprehensive 90-day, 100% return policy for customers who do not experience results AFTER using our product for 90 days. This policy is designed to ensure that our products are being used as intended and to prevent misuse. Additionally, if you have any negative experience with our serum within the first 30 days, we will gladly provide a refund for used products, if you would like to return unused items we charge a $30 return label fee. Please advise that some countries will not accept returns therefore we cannot provide full refunds to them. Please note that we do not issue refunds for shipping delays, as these are beyond our control.
Please note, if you have placed many orders, you are only eligible for 1 refund under this 90 day guarantee. This is in place to avoid misuse of our terms.
To initiate a refund, please email us at support@tryeloura.com and provide your order number and reason for the refund.
All refunds are processed in U.S. Dollar ($USD), the same as the original purchase. Please note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.
Important: Returns are not accepted for:
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Change of mind
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Sale items or gift cards
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Custom or personalized products
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Hazardous materials, flammable liquids, or gases
Return Shipping Costs
Customers are responsible for the cost of return shipping.
We do not cover return postage.
Cancellation Policy
Please note that any changes or cancellations to an order(including subscription orders) are not allowed as we immediately process orders and send them to fulfillment centers.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please email us within 14 days of delivery with the following:
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A clear photo of the item showing the issue
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A photo of the outer packaging
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Your order number and full name
Send this to: support@tryeloura.com
Our team will assess the issue and respond with the next steps.
If approved, we’ll provide the return instructions and shipping label.
How to Request a Return or Refund – Step by Step
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Email us at support@tryeloura.com
Include:-
Clear photos of the item and packaging
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Your order number
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A brief description of the issue
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Wait for our response.
If your return is approved, we’ll send:-
A return address
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Detailed instructions
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Ship the item back in original condition and packaging.
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Once received and inspected, you’ll be notified of the approval or rejection of your refund.
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If approved, your refund will be processed to your original payment method within 10 business days.
Note: If your return does not meet our conditions, no refund will be issued.
European Union Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason.
The item must still meet all return eligibility conditions above.
Haven’t received your refund yet?
Please allow up to 15 business days after refund approval.
If it still hasn’t appeared, contact your bank or card provider first.
Still stuck? Reach out to us at support@tryeloura.com