Return and Exchange

Return and Exchange Policy

Your satisfaction is important to us. If you are not satisfied with your order from Elarune SPA, you may request a return or exchange in accordance with the conditions set out below.

Right of Withdrawal and Return Period

Customers purchasing online may have a statutory right to withdraw from their purchase under the consumer protection laws applicable in their country of residence.

For customers in the European Union, European Economic Area, United Kingdom and other eligible European jurisdictions, the withdrawal period is generally 14 days from the day after the customer, or a person designated by the customer, receives the goods.

You must clearly notify us within the applicable withdrawal period if you wish to exercise this right.

After notifying us of your decision to return an item, the product must generally be sent back within 14 days, or within any other period required by the laws applicable in your country.

The product must be returned:

  • securely and appropriately packaged;
  • without damage caused after delivery;
  • with its original packaging, where reasonably possible;
  • with any hygiene seal intact;
  • with all accessories, labels and components originally supplied.

You may be responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning, where permitted by applicable law.

Hygiene and Cosmetic Products

The right of withdrawal may not apply to sealed products that are unsuitable for return due to health protection or hygiene reasons once the seal has been broken after delivery.

Cosmetics, skincare products and personal-care items that have been opened, used, tested or had their hygiene seal removed may therefore be refused when they are no longer suitable for resale or safe return.

This restriction does not affect your right to contact us when a product is faulty, damaged, defective or does not correspond to your order.

How to Start a Return

To request a return or exchange, contact us at elarunespa@outlook.com and include:

  • your full name;
  • your order number;
  • the product you wish to return or exchange;
  • the reason for the request;
  • clear photographs, where the product is damaged, defective or incorrect.

Once your request has been reviewed, we will provide the applicable return instructions and the correct return address.

Do not send a product back before receiving our return instructions. Products sent to an incorrect or unauthorised address may not be accepted or processed.

Return Shipping Costs and Responsibility

When exercising a standard right of withdrawal, the customer may be responsible for the direct cost of returning the product, provided this has been communicated before the purchase and is permitted under applicable law.

If the product is faulty, damaged, defective or incorrect, Elarune SPA will provide an appropriate solution in accordance with the consumer protection laws applicable to the order.

We recommend that you:

  • package the product securely;
  • use a reliable and trackable shipping service;
  • retain the shipping receipt;
  • retain the tracking number until the return has been completed.

The customer remains responsible for the return parcel until it reaches the authorised return address, except where applicable law provides otherwise.

Elarune SPA cannot guarantee the processing of a return parcel that does not reach the authorised return address or cannot be identified due to missing order information.

Refunds

Once the return has been received, inspected and approved, the applicable refund will be issued to the original payment method used for the purchase, unless another method is required or expressly agreed.

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

Where permitted by law, we may withhold the refund until we have received the returned goods or until the customer provides evidence that the goods have been sent back, whichever occurs first.

Where a valid statutory withdrawal applies, the refund may include the standard outbound delivery cost originally paid by the customer. Additional costs resulting from the customer choosing a delivery method more expensive than our least expensive standard option may not be refundable, where permitted by law.

Depending on the bank, card issuer or payment provider, it may take additional business days for the refunded amount to appear in the customer’s account.

Exchanges

Exchanges are subject to product and stock availability.

If the requested replacement product is unavailable, we will contact the customer with information about available alternatives or an applicable refund.

Depending on the destination country and product availability, we may ask the customer to return the original item and place a new order instead of processing a direct exchange.

Any price difference, additional delivery charge or refund relating to an exchange will be communicated before the exchange is completed.

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 order number and clear photographs of:

  • the product received;
  • the damaged or defective area;
  • the product packaging;
  • the shipping label, where relevant.

This information helps us assess and resolve the matter more efficiently.

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

Non-Returnable Products

Subject to applicable consumer law, we may be unable to accept returns of:

  • opened or used cosmetic, skincare or personal-care products;
  • products with a broken or removed hygiene seal;
  • personalised or custom-made products;
  • products damaged through misuse, improper handling or inadequate return packaging;
  • products returned without the required information or outside the applicable return period.

These exclusions do not apply where a product is faulty, defective, damaged upon delivery or otherwise covered by mandatory consumer rights.

Returned or 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, the customer may be responsible for reasonable reshipping or return-related costs, where permitted by applicable law.

Any refund relating to such an order will be assessed after the parcel has been returned and inspected.

Consumer Rights Across Europe

This policy applies to customers across the European countries in which Elarune SPA offers delivery.

Consumer rights, statutory guarantees, return periods and available remedies may vary depending on the customer’s country of residence.

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

Contact Information

For questions or requests regarding returns and exchanges, contact us at:

📧 elarunespa@outlook.com