Refund Policy

Refund Policy

At Elarune SPA, we aim to process all refunds in a fair, transparent and efficient manner.

Inspection of Returned Products

All returned products will be inspected after they arrive at the authorised return address provided by us.

A refund will be approved when the returned product meets the conditions set out in our Return and Exchange Policy.

Unless the product is faulty, damaged or incorrect, it must generally be:

  • unopened;
  • unused;
  • undamaged;
  • returned in its original packaging;
  • returned with all accessories and components originally supplied;
  • returned with any hygiene seal intact.

Where permitted by applicable law, the refund may be reduced to reflect any loss in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

If a returned product does not meet the applicable return conditions, we will contact the customer before deciding whether the product can be returned to the customer or whether another solution is available.

Cosmetics and Hygiene-Sealed Products

For health protection and hygiene reasons, opened or used cosmetics, skincare products and personal-care products may not be eligible for return or refund once their hygiene seal has been broken, where permitted by applicable law.

This restriction does not affect the customer’s rights where a product is faulty, damaged, defective or does not correspond to the order.

Refund Method

Approved refunds will normally be issued to the same payment method used for the original purchase.

This may include the payment card, digital wallet or other payment service selected during checkout.

Where a refund to the original payment method is not possible, we will contact the customer to arrange an appropriate alternative where permitted.

Refund Amount

Where a valid statutory right of withdrawal applies, the refund will generally include:

  • the amount paid for the returned product; and
  • the cost of the least expensive standard delivery option offered for the order, where required by applicable law.

Additional delivery costs resulting from the customer choosing a more expensive delivery method, including express or priority delivery, may not be refundable where permitted by applicable law.

The customer is generally responsible for the direct cost of returning a product when exercising a standard right of withdrawal, provided this was communicated before purchase and is permitted under the laws applicable to the order.

If a product was faulty, damaged, defective or incorrect, Elarune SPA will provide an appropriate solution in accordance with the customer’s applicable consumer rights.

Refund Processing Time

Approved refunds will be processed without undue delay and within the period required by applicable consumer law.

Where permitted, we may withhold the refund until:

  • we have received the returned product; or
  • the customer has provided satisfactory evidence that the product has been sent back.

Once approved and submitted by Elarune SPA, a refund is normally registered within 5–10 business days.

The time required for the refunded amount to appear in the customer’s account may vary depending on the bank, card issuer, currency conversion process or payment provider.

Late or Missing Refunds

If you have received confirmation that a refund was issued but the amount has not appeared in your account, please:

  • check your bank or payment account again;
  • contact your card issuer or payment provider;
  • allow the provider’s stated processing period to pass.

If the refund is still missing after the applicable processing period, contact us at:

📧 elarunespa@outlook.com

Please include your full name, order number and the date on which the refund was approved.

Cancelled Orders

If an order is successfully cancelled before dispatch, any amount already paid will be refunded to the original payment method.

Once an order has been dispatched, it can no longer be cancelled. The customer must wait for delivery and then request a return in accordance with our Return and Exchange Policy.

Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged or defective product, contact us as soon as reasonably possible at elarunespa@outlook.com.

Please include:

  • your full name;
  • your order number;
  • a description of the issue;
  • clear photographs of the product;
  • clear photographs of the packaging and shipping label, where relevant.

Depending on the circumstances and applicable consumer law, an appropriate solution may include a replacement, repair, partial refund or full refund.

Returned and Uncollected Parcels

If a parcel is returned because of an incorrect or incomplete address, failure to collect it, refusal of delivery or another circumstance attributable to the customer, reasonable return or reshipping costs may be deducted from the refund where permitted by applicable law.

Any refund will be assessed after the returned parcel has been received and inspected.

Currency and Exchange Rates

Refunds are issued in the currency used for the original transaction whenever possible.

If the customer’s bank or payment provider performs a currency conversion, the final amount received may differ slightly from the original amount due to exchange-rate movements or provider fees.

Elarune SPA is not responsible for exchange-rate differences or third-party fees charged by banks, card issuers or payment providers.

Consumer Rights Across Europe

This Refund Policy applies to customers in the European countries to which Elarune SPA offers delivery.

Refund rights, statutory guarantees, processing periods and available remedies may vary according to the customer’s country of residence.

Nothing in this policy limits or excludes any mandatory rights granted under applicable European or national consumer protection legislation.

Contact Information

For questions regarding a refund, contact us at:

📧 elarunespa@outlook.com