30 DAYS RETURN POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If your order arrived damaged or defective, you have 30 days after receiving your order to be eligible for a return and replacement.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, including any accessories, manuals, and documentation and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that returns will not be accepted for any reason other than the item being defective, damaged, or not as described (Product*). Faulty returns are determined at the sole discretion of Elenorra. We do not accept returns for a change of mind unless agreed with our customer service.
RETURN PROCESS
If the product you received is defective or damaged during transportation, please contact our customer support at info@elenorra.com within the specified return period. Please provide your order number as well as the reason for your return and include a video and photos of the defective product and its packaging.
Our Customer Service will contact you as soon as possible and will provide you with the necessary instructions and a return authorisation if applicable. Items sent back to us without first requesting a return will not be accepted.
Once your return is approved by our customer service team, please send the package via a parcel service and inform us of the tracking number. If it is found that the product is faulty or damaged after inspection, we will reimburse the consumer for any reasonable return costs they have paid. Consumers should keep receipts for postage or transport costs so that they can be repaid.
If a return label is provided by Elenorra, you have 10 days to return the parcel to the nearest post office. If the return is not made within this timeframe, we reserve the right to refuse the return or charge you for the return cost, as the prepaid return label will no longer be valid.
Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, broken seals/ plastic foiling broken will not be accepted. Please note that if any hair or other foreign substances are found on the product, it may result in the cancellation of your refund. If the condition of the product shipped back to us is not in acceptable condition or damaged during transportation we reserve the right to not refund or exchange.
EXCHANGE & REFUND PROCESS
If the goods purchased from us turn out to be defective, damaged, or not as described (Product*), you must follow the return process outlined above. For your order, you can request:
- A replacement of the item with a fault-free item
- A price reduction or partial refund
- A store credit
If the issue is not considered major, we reserve the right to offer a free repair or partial refund instead of a replacement.
In the event of a full refund (if applicable), the Seller shall return to the Consumer all payments received from him, excluding the costs of delivering the goods, without delay, and in every case no later than 10 business days from the day on which the Seller received a refund package. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
The Seller will make the refund using the same methods of payment that were used by the Consumer in the original transaction unless the Consumer agrees to a different solution. In any case, the Consumer will not incur any fees in connection with this refund.
NON-RETURNABLE ITEMS
Please note that the right to return products does not apply to:
- Custom-made products which are ordered from the manufacturer according to the customer's wishes.
- Custom-cut items (including fabrics).
- Pre-orders items
- Any order that is discounted, on sale, on special offer or bought with a discount.
- Textile and hygiene products, such as bean bag chairs, towels, cushion cover, bedding or rugs.
- items purchased through retailers
- incorrect products purchased
- Damaged products through customer mishandling.
You can return the product if it is unused and in the condition you received it. All parts of the product, including the packaging and instructions, must be intact. If the original packaging has been damaged or instructions damaged or missing, a restocking fee may be applied.
CANCELLATIONS
Once an order is placed, the purchaser has committed to the sale and declares that all information entered (including the shipping address) is correct. We are strictly unable to cancel, stop or reverse an order from being dispatched once placed unless specifically approved by our customer service team. The cancellation of the order must be made within 2 hours after the order is placed.
In the event that Elenorra exceptionally accepts the cancellation of an order requested after the 2-hour window, the customer must bear the processing fees charged to Elenorra by the payment gateway for handling the funds related to said order. Additionally, the customer must incur a penalty of 20% of the total amount paid at the time of purchase.
Please note that delays may occur during transit due to various factors. If you notice a delay in tracking updates, please rest assured that this is normal and does not mean your package is lost. We kindly ask for your patience with the carrier, as these delays are beyond our control. Unfortunately, we are unable to offer refunds or cancellations due to delays while your order is in transit.
DELIVERY ADDRESS
The customer must provide us with a correct and complete delivery address. In the event that this is not the case, we are not liable for attributable delays. In this case, if the transport company returns his order, the customer will not be able to cancel his order. The customer will have to provide us again a complete and valid address in which to receive their order. The customer must provide all necessary delivery instructions and is responsible for ensuring their delivery requirements are met. Any additional costs resulting from an incorrect address provided by the customer will be payable by the customer.
We recommend double-checking your order details and shipping address before completing your purchase to avoid any complications.
Please note that we are not responsible for stolen items once the delivery has been confirmed. We recommend ensuring the delivery address is secure. If you have any concerns, feel free to contact us, and we’ll do our best to assist.
CHANGE OF MIND RETURN
If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the change of mind return is approved.
We do not accept returns for change of mind unless specifically approved by our customer service team. However, we may offer you a store credit, provided that the return is made within 7 days from the date you received the product and the product is eligible for return according to our policy.
To be eligible for a store credit, the product must:
- Be unused and in the same new condition with all original product packaging including protective packaging such as the box or carton the product came in;
- Be free from damages and modifications including but not limited to scratches, stains, drilling, wear and tear, misuse or any result of the failure to take reasonable care of the product;
- Not listed as a non eligible product for return
If a change of mind return is approved, customers will be responsible for return shipping costs. Fees that will be deducted from your store credit includes:
- Initial shipping costs
- 20% restocking fee charged per ‘line total price’ of returned product
RESTOCKING FEES
For items under $100 value, there is a $20 restocking fee per item on returns. For items over $100 value, there is a 20% restocking fee per item on returns. Shipping fees are non-refundable. Credit Card processing fees are non-refundable.
PRODUCTS*
We make every effort to accurately represent our products, but please note that there may be slight variations in grain, texture, color, and size. This is especially true for handmade items, and such natural variations are not considered grounds for a refund.
Please be aware that product appearances can differ slightly in person due to lighting conditions during photography. While we strive to present our products as faithfully as possible, lighting can impact how colors and textures appear. These differences are not considered defects.
Natural materials, like timber, jute, rattan, travertine or marble, often display unique variations in grain, color, size, and texture. These inherent discrepancies are not indicative of a fault and, therefore, do not qualify for a claim under our policy. Additionally, handcrafted products may display unique characteristics and variations, which is normal and not considered as a defect.
Additionally, please note that some of our lamps sourced overseas may come with a non-Australian plug. This is not considered a fault and is not grounds for a refund. All lighting sources require an AC connection unless stated otherwise in the product description. Please make sure to check the details of the specific product to confirm its power requirements.
If you're unsure about a product, we recommend reaching out to us for additional information before placing your order. We're happy to provide more details and ensure you’re completely satisfied with your purchase.
If you have any questions or comments about the return policy, please feel free to contact our customer service team at info@elenorrra.com. We will be happy to help you and strive to resolve any issues quickly and efficiently.