Return and Refund Policy

Return and Refund Policy

Last Updated: 04/12/2025

Elegance is committed to customer satisfaction. This policy outlines your rights under EU Consumer Protection Laws (Directive 2011/83/EU).

1. EU Right of Withdrawal (14-Day Cooling-Off Period)

As an EU consumer, you have the right to cancel your order within 14 calendar days without giving a reason, starting from:

  • The day you (or a third party you designate) receive the goods
  • For multiple items: the day you receive the last item

2. How to Exercise Your Right of Withdrawal

To cancel your order, send us a clear statement by email to: returns@elegance.com

Include:

  • Your order number
  • Date of purchase
  • Your name and address
  • Description of the product(s) you wish to return

3. Return Process

Once we receive your withdrawal notice:

  1. We will send you return instructions within 2 business days
  2. You must return the goods within 14 days
  3. Items must be unused, in original packaging, with tags attached
  4. You are responsible for return shipping costs (unless the item is defective)

4. Refund Timeline

We will refund all payments received from you, including standard delivery costs, within 14 days of:

  • Receiving the returned goods, or
  • Receiving proof that you have sent back the goods

Refunds will be processed using the same payment method you used for purchase.

5. Exceptions to Right of Withdrawal

The following products cannot be returned:

  • Personalized or custom-made items
  • Perishable goods
  • Sealed goods opened after delivery (for hygiene reasons)
  • Digital downloads after use

6. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  • Contact us within 48 hours of delivery
  • We will provide a prepaid return label
  • Full refund or replacement will be issued

7. Late or Missing Refunds

If you have not received your refund within 14 days:

  1. Check your bank account
  2. Contact your credit card company (processing may take time)
  3. Contact us at: support@elegance.com

8. Non-EU Customers

Different return policies may apply. Please contact us for details.

9. Contact Us

For return and refund inquiries: returns@elegance.com