Return & Refund Policy
We strive to provide an exceptional experience for our customers. Below are the guidelines governing refunds and returns for Elennor. If you have any questions or concerns, please reach out to us at support@elennor.com.
1. Ordered the Wrong Item or an Unneeded Extra
Pre-Shipment:
• If you realize you’ve ordered the wrong item or added something unnecessary and your order has not yet shipped, please contact our customer service immediately. We’ll do our best to cancel and refund your order to the original payment method.
Post-Shipment:
• Once an order has shipped, we can’t cancel or recall it. If you refuse delivery upon arrival, you must ensure the package is returned to Elennor unopened and intact. Upon approval of the return by our customer support team, we will issue a refund.
Items Missing from Your Order
If you discover missing items upon delivery:
• Immediate Action: Email us at support@elennor.com (or call us if applicable) with your order number and details of the missing items.
• Resolution: We will verify and arrange a replacement for the missing product(s). Typically, issues are resolved within 24 hours of claim verification.
• Deadline: All missing-item claims must be submitted within 7 days from the date of delivery.
Incorrect Address / Misdelivered Packages
• We rely on the accuracy of the shipping address provided at checkout.
• If the package is delivered to the wrong address due to a customer error, we can help you place a new order at a discounted price to reduce any additional costs. You are responsible for ensuring that the correct shipping information is provided.
• Extra charges (including any shipping fees) may apply for this new shipment.
Concerns Over Ingredients
• Ingredient Transparency: Full ingredient lists for our products can be found on our website. If you have concerns after purchasing, you may return any unopened products at your own expense for a refund or exchange once we receive them back in good condition.
• If you have medical conditions (e.g., high blood pressure, heart disease), please consult with your doctor before purchasing. Refunds or cancellations based on medical conditions cannot be granted after an order is placed.
Lack of Desired Effects
• Usage Recommendation: We recommend using our products consistently for 120 days as directed to achieve optimal results. If you’re unsatisfied after this period, return any remaining product for a full refund. Alternatively, we can provide a replacement product (our first preference).
• Evidence for No-Result Refund:
• You must notify our customer support team within 24 hours of making your claim.
• Provide time-stamped photos of your hair/skin:
1. Right before first use of an Elennor product.
2. 30 days after initial use.
Non-Refundable Items
Certain costs and products are not eligible for refunds:
• Shipping fees once the order has shipped
• Expedited shipping fees
• Package loss warranty
• Priority order processing
• Pre-paid gift cards
• Discounted or promotional items (e.g., BOGO) explicitly marked as non-refundable
• Unauthorized returns: Products returned without prior approval from Elennor customer support
• Restocking Fee – Special Circumstances: If your refund request is approved under unique conditions, we may deduct a 30% restocking fee from the refunded amount.
Damaged Items
• If you receive a damaged product, contact us immediately at support@elennor.com with your order number and details about the damage.
• Upon verification of your claim, we’ll replace the damaged item(s). Most cases are resolved within 24 hours.
• All damage-related requests must be reported within 7 days of delivery.
Experiencing Discomfort
• Adverse Reactions: Though our products are formulated with natural ingredients, you may occasionally experience minor itching or oiliness, especially when using multiple similar products.
• Contact us for tips on mitigating these effects. If discomfort persists, return any remaining and unused bottles for a refund.
Prepaid Shipping Labels
• Shipping Policy: Currently, e
International Returns
• Outside the USA: If you’re an international customer looking to return items, please email our support team at support@elennor.com for instructions and the return address.
Receiving Your Refund
We offer two methods for receiving your refund:
1. Original Payment Method: Your refund will appear on your original payment method once processed.
2. Store Credit: If available, we can issue your refund as store credit for future purchases.
elennor.com does not provide prepaid shipping labels for returns. Any return shipping costs are the responsibility of the customer.