Return Policy

🔄 Return & Refund Policy

At Elurra Essence, we value your satisfaction — but due to the nature of our products and hygiene considerations, all sales are final once the product is opened. No refunds or exchanges will be granted in such cases.

If your item arrives damaged, defective, or unusable, please contact us within 7 days of delivery. You must include clear photo or video evidence (video is strongly recommended) showing the issue. Email your claim to: supports@elurraessence.com

Required information for claims:

  • Order receipt or confirmation email

  • Tracking number

  • Photos/videos of the damaged item(s)

We reserve the right to deny refund or replacement requests if:

  • The product has been used or opened

  • Evidence is unclear or insufficient

  • The issue is due to customer misuse or handling

  • The request is made after 7 days from delivery date

If your claim is approved, we’ll offer either a replacement (if stock is available) or a refund. Refunds will be issued back to your original payment method within 5–10 business days.

⚠️ Please note:

  • Return shipping (if requested) is the customer's responsibility

  • Elan Essence is not liable for return parcels lost in transit

  • We do not refund for delays caused by courier services or customs

If you have any questions or concerns, don’t hesitate to contact our support team. We're here to help.

Di Elurra Essence, semua jualan adalah muktamad selepas produk dibuka, atas sebab kebersihan. Tiada bayaran balik akan diberikan jika produk telah dibuka atau digunakan.

Jika barang rosak semasa penghantaran, sila hubungi kami dalam 7 hari dengan bukti bergambar atau video (video sangat digalakkan). Hantar ke emel: supports@elurraessence.com

Maklumat diperlukan:

  • Resit atau pengesahan pesanan

  • Nombor tracking

  • Gambar/video jelas kerosakan

Kami berhak untuk tolak permintaan jika:

  • Produk sudah dibuka/digunakan

  • Bukti tidak jelas

  • Permintaan dibuat selepas 7 hari

Jika diluluskan, anda akan terima penggantian atau bayaran balik dalam masa 5–10 hari bekerja.

⚠️ Kos penghantaran semula ditanggung pelanggan. Kami tidak bertanggungjawab atas kelewatan kurier atau kehilangan parcel semasa pulangan.

出于卫生原因，一旦产品被打开或使用，恕不退款或退换。

如包裹在运输中损坏或变质，请于7天内发送视频（推荐）或照片至我们的邮箱：supports@elurraessence.com

请附上以下信息：

  • 订单确认或收据

  • 物流单号

  • 清晰的视频/照片

若以下情况，我们有权拒绝退款：

  • 产品已使用或拆封

  • 没有清晰证据

  • 超过7天才提出请求

若申请通过，我们会提供换货或退款，处理时间为5–10个工作日。

⚠️ 退货运费由客户承担。因快递或海关延迟造成的问题，我们概不负责。