Refund policy
At ELORENZA, we want you to feel confident shopping with us.
Change of mind
If you change your mind, you may notify us that you wish to cancel your purchase within 14 days of receiving your order. You do not need to provide a reason.
Once you notify us, you have a further 14 days to return the item.
To start a return, contact us at elorenzasac@gmail.com before sending any item back. We will provide you with the return instructions and the applicable return address.
Items should be returned in their original condition. Customers may inspect and try the product in the same way they reasonably would in a physical shop. We may reduce a refund if the value of an item has been diminished due to handling beyond what is reasonably necessary to inspect it.
Unless the item is faulty, damaged, incorrect, or otherwise required by law, the customer is responsible for the cost of returning the product.
Damaged, faulty or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us as soon as possible at elorenzasac@gmail.com, including your order number and photographs where appropriate.
Where the product is faulty or we have made an error, we will provide an appropriate solution in accordance with your statutory rights, which may include a replacement, return or refund.
Refunds
Once we receive the returned item, we will inspect it and process any refund due to your original payment method.
Refunds will be issued within 14 days of receiving the returned goods, or earlier where required by law.
Where applicable, we will also refund the cost of the least expensive standard delivery option originally offered. Additional costs resulting from choosing an upgraded or express delivery method are not refundable beyond the standard delivery amount.
Banks and payment providers may require additional time to display the refund in your account.
Exceptions
Certain goods may be excluded from the right to cancel where permitted by law, including personalised goods, sealed hygiene products after the seal has been broken, and other legally exempt items.
Contact
For all return and refund requests:
ELORENZA
Email: elorenzasac@gmail.com
Website: elorenza.com
This policy does not affect your statutory rights.