Refund policy
Returns and Refunds Policy
Right of Withdrawal
The customer has 14 calendar days from receipt of the order to exercise their right of withdrawal, without needing to justify their decision.
To request a return due to withdrawal, you must contact us at contacto@eliaatelier.com within this period, indicating your order number.
For the return to be accepted, the item must be returned in good condition, unused beyond what is necessary to inspect the product, and in its original packaging, if possible.
The direct costs of the return due to withdrawal will be borne by the customer. These costs will not be refunded.
Returns will not be accepted unless they have been previously requested and authorized by our team.
Refund
Once we receive the returned product, or valid proof of shipment, we will inspect the item and, if applicable, issue a refund using the same payment method used for the purchase.
The refund may be withheld until we have received the goods or until the customer has provided sufficient proof of return.
Once approved, the refund may take a few additional business days to appear in your account, depending on your bank or payment provider.
Defective, Damaged, or Incorrect Products
If you receive a defective, damaged, or incorrect product, please contact us at contacto@eliaatelier.com, attaching clear photographs of the problem.
Once we have verified the issue, we will offer the appropriate solution in accordance with applicable regulations. Generally, when applicable, we will offer a replacement at no additional cost to the customer.
If a replacement is not possible or suitable under applicable regulations, we will offer the legally appropriate solution.
Exchanges
We do not automatically process exchanges for size, color, or style. If you require a solution related to your order, please contact us at contacto@eliaatelier.com so we can advise you on the available options.
Products Not Eligible for Return
We do not accept returns of:
gift cards
downloadable software
intimate or sanitary products (where applicable)
perishable goods
hazardous materials or flammable substances
To process any return, proof of purchase is required.
No item should be sent without prior authorization from our team.
Authorized returns are processed through our international logistics center in China. The exact return address will be provided once the request is approved. In the case of a return, the customer is responsible for the direct costs of the return shipping.