Refund policy
Refund Policy
At Elirase, we want you to feel confident every time you shop with us. This Refund Policy explains the conditions for returning eligible products, how refunds are processed, and the procedures to follow if you experience an issue with your order.
Return Eligibility
You may request a return within 30 days from the date your order is marked as delivered by the shipping carrier.
To qualify for a return, all of the following conditions must be met:
- The product must be returned in its original condition.
- The item must not have been used, worn, or modified.
- All original packaging, labels, tags, manuals, and included accessories must accompany the return.
- A valid order confirmation or proof of purchase must be provided.
Items that do not satisfy these requirements may not be eligible for a return or refund.
How to Start a Return
Before returning any product, you must first obtain authorization from our customer support team.
To request a return, please contact us at:
Email: service@elirase.com
After reviewing your request, if it is approved, we will provide:
- A return authorization.
- An official prepaid or designated return shipping label (when applicable).
- Step-by-step instructions for completing the return.
Important: Returns sent without prior authorization or without the approved return label may be declined and returned to the sender.
If you need assistance at any stage of the process, our support team will be happy to help.
Damaged, Defective, or Incorrect Products
Please inspect your package as soon as it arrives.
If your order is:
- Damaged during delivery.
- Defective or not functioning properly.
- Different from the item you ordered.
- Significantly inconsistent with the product description.
please contact us as soon as possible at service@elirase.com.
Once we review the issue, we will determine the most appropriate solution, which may include a replacement or refund where applicable.
Non-Returnable Items
Certain products cannot be accepted for return due to health, safety, hygiene, or operational reasons.
These include:
- Perishable goods, including food, plants, and flowers.
- Customized or personalized products.
- Beauty, personal care, or hygiene items that have been opened or used.
- Hazardous materials, chemicals, or flammable products.
- Shipping charges paid during checkout.
In addition, the following purchases are considered final sale:
- Clearance or closeout products.
- Gift cards.
If you are uncertain whether your purchase qualifies for a return, please contact us before submitting a return request.
Exchanges
At this time, Elirase does not offer direct product exchanges.
If you wish to receive a different item, please:
- Request a return for the original product.
- Wait until your return has been approved and processed.
- Place a new order for the preferred product.
This process allows us to maintain accurate inventory management and provide faster service.
European Union Customers – Right of Withdrawal
Customers residing within the European Union may exercise their statutory right to withdraw from a purchase within 14 days after receiving their order, as provided by applicable EU consumer protection laws.
No reason is required during this withdrawal period.
To qualify:
- The product must remain unused and in its original condition.
- Original packaging, labels, and tags must remain intact.
- Proof of purchase must accompany the request.
This legal right is separate from and in addition to Elirase's standard 30-day return policy.
Refund Processing
After we receive and inspect your returned item, we will notify you regarding the outcome of your refund request.
If approved:
- The refund will be issued using your original payment method.
- Refund processing generally takes up to 10 business days.
- Your financial institution or payment provider may require additional time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved and you have not received your refund, please contact us at:
Return Shipping
Products should only be returned after receiving official authorization from Elirase and following the return instructions provided by our support team.
Unauthorized returns or packages sent without an approved return authorization may not be accepted.
Return Contact Information
Store: Elirase
Email: service@elirase.com
Phone: +1 (601) 601-8750
Business Address:
SUKIBAY COMPANY LIMITED
RM 1911A, UNIT F, 19/F, GOLDEN BEAR CENTRE, 66 CHAI WAN KOK STREET, TSUEN WAN, HONG KONG
US Office:
188 E Capitol St Suite 800, Jackson, MS 39201, United States