Return and Refund

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at elazoofficial@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at elazoofficial@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at elazoofficial@gmail.com.

This policy governs the conditions under which products purchased from Elazo.store ("we," "our," "us") may be returned, the process for doing so, and how refunds are processed. By placing an order with Elazo.store, you agree to the terms outlined below.

 

1. General Return Conditions & Eligibility.

 

1.1 Strict Return Window: Returns are accepted only if initiated within two (3) calendar days of the confirmed delivery date as tracked by our shipping partners. Requests received after this period will be rejected.

1.2 Item Condition: To be eligible for a return, the item must be: * Unused, unworn, and in the same condition that you received it. * In its original packaging with all protective seals, stickers, and tags intact and attached. * Accompanied by the original invoice or proof of purchase.

 1.3 Mandatory Video Proof: All return requests must be accompanied by a clear, continuous, and unedited unboxing/opening video showing the product's condition immediately upon opening the package. This video must be shared along with the Order ID via WhatsApp or Email before the return process begins. Failure to provide this video will result in the rejection of the return request.

 

2. Accepted Reasons for Return

 

Returns will only be approved under the following conditions:

  • Defective or Damaged on Arrival: The product is proven to be defective or physically damaged upon delivery (supported by the unboxing video).

  • Wrong Product/Size Shipped: The product or size shipped clearly does not match the item ordered (Note: Size-related issues chosen by the customer are excluded, as per Section 4.4).

  • Customer-Requested Return (Change of Mind): We may, at our sole discretion, accept returns for reasons other than defect/damage. In such cases, the customer agrees to bear all return shipping costs, which will be deducted from the final refund amount.

 

3. Return Process and Shipping Costs

 

3.1 Reverse Pickup Arrangement: Where possible, we will arrange a reverse pickup for the return.

3.2 Self-Shipment: If our reverse pickup service is unavailable for your location, the customer must self-ship the item to our designated warehouse address.

 3.3 Customer Bears Shipping Cost: The customer is responsible for all return shipping costs incurred, including insurance. This cost, which will not exceed ₹250 (Indian Rupees Two Hundred and Fifty), will be deducted from the final refund amount regardless of the method (reverse pickup or self-shipment).

 3.4 Risk of Loss: The product remains the customer’s sole responsibility until it is physically received at our warehouse. We are not liable for items lost or damaged during transit back to us.

 

4. Non-Returnable and Non-Refundable Items

 

The following products and situations are strictly ineligible for return or refund:

4.1 Hygiene Products: Earrings and other intimate wear (if applicable) are non-returnable due to hygiene reasons.

4.2 Clearance/Sale Items: Products purchased during a sale, clearance event, or using a specific promotional code are considered final sales and cannot be returned or exchanged.

 4.3 Condition Issues: Any product that is returned used, washed, damaged, missing tags, or tampered with (as determined solely by our Quality Check team) will be sent back to the customer at their expense.

 4.4 Size/Fit Issues: We provide a detailed size chart. We are not responsible for size or fit issues where the customer has ordered the wrong size. Please check the size chart carefully before placing your order.

4.5 Packaging: Items returned without the original packaging will not be accepted.

 

5. Refund Policy and Quality Check

 

5.1 Mandatory Quality Check: All returned products are subject to a mandatory Quality Check (QC) upon reaching our warehouse. Refunds will only be processed once the product successfully passes the QC. We reserve the right to reject a refund if the item does not meet the return conditions (Section 1).

5.2 Refund Method - Prepaid Orders: For orders paid via online methods (credit card, net banking, UPI), the refund will be processed back to the original payment method.

5.3 Refund Method - COD Orders: For Cash on Delivery (COD) orders, refunds will be issued exclusively as Store Credit to the customer's account/email. A customer may request a bank transfer, but this remains at our sole discretion and is subject to additional processing time and verification.

5.4 Refund Timeline: Approved refunds will be processed within 10 working days from the date the returned product successfully passes the Quality Check. The final appearance of the credit in your account is dependent on your bank's processing time.

 

6. Exchange Policy

 

We do not offer direct exchanges. If you wish to receive a different item, size, or color, you must follow the return process (if eligible) and then place a new order separately.

 

7. Incorrect/Incomplete Address Liability

 

7.1 Customer Responsibility: You are solely responsible for providing the correct and complete shipping address.

7.2 Re-Shipping Charges: In the event of delivery failure due to an incorrect, incomplete, or inaccessible address, the package will be returned to us. Re-shipping charges to the correct address will be entirely borne by the customer and must be paid upfront.

7.3 Loss Liability: If the package is confirmed as lost by the carrier due to an address error on the customer's part, we are not liable for any refund or replacement.