Refund policy
At ELORHIA, we want you to feel confident in every purchase. If for any reason you're not completely satisfied, we're here to help.
Returns
You have the right to request a return within 14 days of receiving your order.
To be eligible for a return, your item must:
- Be unused and unopened.
- Be in its original packaging with all hygiene seals intact.
- Be returned in the same condition in which it was received.
- Include proof of purchase or your order number.
Due to hygiene and safety reasons, we cannot accept returns of opened, used or unsealed skincare products, unless they are faulty or damaged.
Faulty or Incorrect Items
If your order arrives damaged, faulty or you receive the wrong product, please contact us within 48 hours of delivery with:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
We'll arrange a replacement or refund where appropriate in accordance with your statutory rights.
How to Start a Return
To request a return, please email:
Include:
- Your full name
- Order number
- Reason for your return
Our team will provide return instructions.
Please do not send products back without contacting us first.
Refunds
Once your return has been received and inspected, we'll notify you of the outcome.
If approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
Original shipping charges are non-refundable unless the item is faulty, damaged or sent in error.
Exchanges
We do not currently offer direct exchanges.
If you'd like a different product, please place a new order once your return has been processed.
Your Consumer Rights
Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations.