Refund policy

We want you to be completely satisfied with your purchase from ELORA. If you are not, you may be eligible for a refund or exchange within the guidelines below.

1. Return & Refund Window

We accept returns and issue refunds for items that are unused, in their original condition, and in the original packaging. You have 7 days (1 week) from the date you receive the item to initiate a return.

2. How to Initiate a Return

To start a return, please follow these steps:

  • Contact our team within the 7-day window by emailing us at info@elroabags.com with your order number and the reason for the return.
  • We will provide you with return instructions and a Return Authorization Number.
  • Do not ship the item back without this number, as we may not be able to process your refund.

3. Condition of Returned Items

To be eligible for a refund, your item must be:

  • Unused and in the same condition as you received it.
  • In the original packaging with all tags, labels, and accessories.
  • Include any proof of purchase (order confirmation or receipt).

4. What Can Be Returned?

  • Items with manufacturing defects or damage upon arrival: Please contact us immediately within 48 hours of delivery.
  • Items you changed your mind about (subject to the conditions above).

5. What Cannot Be Returned?

For health, safety, and hygiene reasons, we cannot accept returns on:

  • Items that have been used, worn, washed, or altered.
  • Items without their original packaging or tags.
  • Gift cards or downloadable software/products.
  • Items damaged due to misuse or customer negligence.

6. Refund Process

  • Once we receive and inspect your return (typically within 5 business days), we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed automatically to your original payment method.
  • Please note: It may take an additional 5-10 business days for the refund to appear in your bank or card statement, depending on your financial institution’s processing time.

7. Refund Amount & Shipping Costs

  • We will refund the full price of the returned item(s).
  • Original shipping costs are non-refundable, unless the return is due to our error (e.g., wrong or defective item shipped).
  • You are responsible for paying the return shipping costs unless the return is our fault.

8. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, please contact us at info@elroabags.com.

9. Non-Returnable Situations

Unfortunately, we cannot accept returns on:

  • Sale items or promotional discounts.
  • Personalized or custom-made products.

10. Late or Missing Refunds

If you haven’t received your refund after 10 business days from our approval notification:

  1. Check your bank account again.
  2. Contact your credit card company or bank; it may take some time to officially post.
  3. If you’ve done this and still have not received your refund, please contact us at info@elroabags.com.

11. Contact Us

If you have any questions about our Returns & Refunds Policy, please contact us:

  • Email: info@elroabags.com
  • Phone/WhatsApp:+201016005237
  • Business Hours: [Sat-Thu, 9 AM-5 PM]