Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, 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.

To start a return, you can contact us through our site. We will provide the appropriate return address and instructions based on your location.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

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.

Ordered Wrong Item or Something Additional that I Do Not Need.

  • If you have ordered the wrong item, please contact our customer service immediately
    • Pre-Shipment: If the order has not been fulfilled or shipped yet, the customer support agent will be able to cancel the order and send the refund to your original payment method;
    • Post-Shipment: Although we cannot halt or reverse shipments once dispatched, you may refuse the delivery. In this case, you are required to return the package back to the sender intact and unopened. If the return is approved by Eleyan customer support, a refund will be sent.
  • Please consider that Eleyan orders get fulfilled within 3-6 hours. Customer support agents will only accept order cancellations with a full refund if the cancellation request was received within 3 hours after the order was placed. Once the order is fulfilled by our fulfilment team, it cannot be canceled and can only be returned.

Items Missing from Order.

  • Immediate Action Required: Should you discover any items missing from your package, contact us without delay, providing your order number and the missing item's name. Our customer service team will swiftly address the issue, offering a replacement for the missing item(s). Resolution is guaranteed within 24 (twenty-four) hours following the verification of your claim.
  • All the missing item requests should be submitted within 7 days from the order delivery date.

Incorrect Address and Delivered Package.

  • Address Verification: We rely on the accuracy of the address provided at checkout and cannot verify or alter it post-purchase. If a package is delivered to an incorrect address due to customer error, we are here to assist. Our customer service can facilitate the placement of a new order at a reduced price to mitigate your loss; however, it is the customer’s responsibility to provide the current shipping information. Extra charges will be applied in this case.

Concerns Over Ingredients.

  • Ingredient Transparency: All product ingredients are listed on our website. If you have concerns after purchase, unopened products can be returned at your expense for a refund or exchange upon receipt. Contact us without delay if you have any concerns over ingredients.
  • Our products are made with all-natural ingredients and are not harmful; however, if you have any medical conditions such as high blood pressure, heart disease, or any other health concerns, we strongly recommend consulting with your doctor before making a purchase. Once a product has been purchased, cancellations or refunds will not be granted based on medical conditions.

Lack of Desired Effects.

  • Usage Recommendation: We advise a full 30-day usage of the product as instructed. If you do not observe the desired results, you may return the remaining products for a full refund. Alternatively, we can offer a replacement product, prioritizing this option first.
  • In order to be eligible for a no result full refund, a customer must provide the evidence to the customer support team within 24 hours from the moment such a request has been made. Acceptable evidence should include:
    • A photo of the customer right before the 1st usage with a time stamp
    • A photo of the customer 15 days after the product usage with a time stamp

What items are non-refundable.

  • The following items cannot be returned or refunded:
    • Shipping fees once the order has been shipped
    • Expedited shipping fees
    • Package loss warranty
    • Priority order processing
    • Pre-paid Gift cards
    • Discounted items marked as BOGO and other discounted items marked as non-refundable on the site

Restocking fee - special circumstances

  • If your order does not meet the eligibility criteria for a refund but you believe your circumstances warrant special consideration, you may request a case review. If a refund is approved under these unique circumstances, a restocking fee of 30% will be deducted from the refunded amount.

Unauthorized returns without prior notification and approval

  • All returns must be approved by the Eleyan team before being sent back. Any product returned without prior authorization will not be eligible for a refund.

The item I received is damaged.

  • If you have received a damaged item, please contact our customer service immediately. Contact us without delay, providing your order number and the damaged item's name. Our customer service team will swiftly address the issue, offering a replacement for the damaged item(s). Resolution is guaranteed within 24 (twenty-four) hours following the verification of your claim.
  • All the damaged item requests should be submitted within 7 days from the order delivery date.

Experiencing Discomfort.

  • Adverse Reactions: While rare, some users may experience mild sensitivity, redness, or tingling, especially when combining products with other active skincare ingredients. Our items are all-natural, but we recommend contacting customer service for guidance on avoiding such issues. Persistent problems warrant a return of the remaining and any unused products for a refund.

Prepaid Shipping Labels.

  • Shipping Policy: At this time, Eleyan does not offer prepaid shipping labels for returns.

International Returns.

  • Outside the USA: International customers wishing to return items should contact our customer service for specific instructions and assistance regarding the return address.

How will I get my refund?

The following refund options are supported:

  • Refund to the original payment method
  • Refund to store credit (if applicable)