Refund policy

Returns & Refunds
We hope you love your ELARA purchase. If you change your mind, you have 14 days from the date you receive your order to request a refund.

Once you have notified us of your return, you have a further 14 days to send the item back to us.

 

Returning your item
You may inspect and handle your product as reasonably necessary to establish its nature, characteristics and functionality, in the same way you would when viewing a product in a shop.

Please take reasonable care of your purchase while it is in your possession and return it with its original packaging and all accessories supplied.

If an item has been handled beyond what is reasonably necessary to inspect it and this has resulted in a reduction in its value, we reserve the right to make an appropriate deduction from your refund, as permitted by law.

You'll also need your receipt, order number or other proof of purchase. 

 

How to start a return
To request a return, please contact customercare@elara-smart.co.uk within 14 days of receiving your order. Please include your order number or other proof of purchase.

We'll provide you with instructions on how and where to return your item. Please contact us before sending your return so we can provide the correct return instructions. Items sent back to us without first requesting a return will not be accepted. 

For change-of-mind returns, you are responsible for the cost of returning the item to us. We recommend using a tracked postal service.

 

Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if your item is faulty, damaged or incorrect so that we can investigate and put things right.

You can always contact us for any return question at customercare@elara-smart.co.uk.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@elara-smart.co.uk.