Refund policy

The return option is valid for 30 days. If more than 30 days have passed since your purchase, we cannot offer you an exchange or refund.

Only unused items that are in the same condition in which you received them are eligible for a return. The item must also be returned in its original packaging.

Some items cannot be returned. This applies, for example, to perishable items such as food, flowers, newspapers or magazines. We also do not accept returns of hygienic or sanitary items, hazardous materials, or flammable liquids or gases.

Other items that cannot be returned:

  • Gift certificates
  • Personal hygiene products.

To process your return, we need a receipt or proof of your purchase.

In certain cases, only a partial refund will be made: 

  • Items that are not in their original condition, damaged or missing parts, and where this is not our fault.
  • Items that are not returned within a period of 30 days after delivery.

Refunds

Upon receipt and inspection of the returned items, we will send you a receipt confirmation via email. We will also let you know if we have approved or denied your refund.

If we approve your refund, it will be processed and automatically charged to your credit card or your original payment method within a certain number of days.

Late or missing refunds

If you have not yet received your refund, please check your bank account first. Then contact your credit card issuer if necessary. It may take a while for your refund to show up.

If that's not the problem, contact your bank. It often takes time to process a refund. Have you done this, but still haven't received your refund? If so, please contact us at marketing@eloacollection.nl

Discounted items

Refunds cannot be issued for discounted items.

Exchanges

We only replace defective or damaged items. If you would like to exchange an item for the same item, please send an email to marketing@eloacollection.nl

Gifts

If the item was purchased specifically as a gift and sent directly to you, you will receive a credit for the value of the returned item. We will send you a gift certificate as soon as we receive the returned item.

If the item was not marked as a gift at the time of purchase or if the giver received the item first and then gave it to you, we will refund the item to the giver and they will be notified that you returned it to them.

Shipping

You are responsible for the shipping costs of returning the item. Shipping costs are not refundable. When you receive a refund, shipping costs will be deducted from your refund. How long it takes for a replacement item to reach you depends on your location.

If you are sending us an item valued over €75, please consider a shipping service with a tracking option or insurance.

We make no guarantee that we will receive your returned item.