Refund policy

Return & Refund Policy

At Eloura, your satisfaction matters to us. We want every order to arrive safely and every product to become a beautiful part of your daily ritual.

Returns

Due to the nature of our skincare and beauty products, we can only accept returns for unused, unopened, and sealed products.

Return requests must be submitted within 7 days of delivery.

To request a return, please contact us at elourauae@gmail.com with:

  • Your order number

  • The reason for the return

  • Photos of the product and packaging, if applicable

Products must be returned in their original condition and packaging.

Products that cannot be returned

For hygiene and safety reasons, we cannot accept returns for products that have been:

  • Opened or used

  • Unsealed

  • Damaged after delivery

  • Altered or contaminated

  • Returned without their original packaging

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery and provide clear photos of the product and packaging.

After reviewing the issue, we may offer a replacement, exchange, or refund, as appropriate.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow the relevant payment provider or bank additional processing time for the refund to appear in your account.

Return Shipping

If the return is due to a change of mind, the customer is responsible for the return shipping costs.

If the product is damaged, defective, or incorrect, Eloura will cover the reasonable return or replacement shipping costs, subject to verification.

Exchanges

We are happy to assist with exchanges for eligible unused and unopened products, subject to availability.

If the requested replacement is unavailable, we may offer an alternative solution or refund.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Once an order has been processed or shipped, cancellation may no longer be possible and our standard return policy will apply.

Important Note

Eloura reserves the right to refuse a return that does not meet the conditions outlined above, subject always to applicable UAE consumer-protection laws and regulations.

Nothing in this policy limits any rights you may have under applicable UAE law.

We’re Here for You

If you have any questions about your order, return, or refund, our customer care team is here to help.

Email: info@elourauae.com
Customer Care: 971558235339

ELOURA
Your Everyday Ritual, Elevated.