Return & Exchange Policy

Return & Exchange Policy

We want you to be completely satisfied with your purchase. If you're not happy with your order, we offer returns and exchanges in accordance with UK, EU, and US consumer protection laws.

30-Day Return Window

You may return eligible products within 30 days of delivery for a full refund or exchange. This applies to:

  • Unopened, unused products in original packaging
  • Defective or damaged items (opened or unopened)
  • Incorrect items shipped in error

EU Consumer Rights (14-Day Cooling-Off Period)

Customers in the European Union have the right to cancel their order within 14 days of receipt without providing a reason, in accordance with the EU Consumer Rights Directive. Please note that for hygiene and health protection reasons, beauty devices and skincare products must be unopened and sealed to qualify for return under this right.

Conditions for Returns

Eligible for return:

  • Products in original, unopened packaging with all accessories and documentation
  • Defective or damaged items (we'll cover return shipping)
  • Items shipped in error (we'll cover return shipping and send the correct item)

Not eligible for return:

  • Opened skincare products or beauty devices (unless defective)
  • Products damaged due to misuse or improper handling
  • Items returned after 30 days from delivery

How to Initiate a Return

Step 1: Contact our support team via live chat or email at support [at] elleori [dot] com within 30 days of delivery
Step 2: Provide your order number, reason for return, and photos (if applicable)
Step 3: Receive return authorization and shipping instructions
Step 4: Ship the item back using the provided instructions
Step 5: Receive your refund within 5-10 business days after we receive and inspect the return

Return Shipping Costs

  • Defective or incorrect items: We cover all return shipping costs
  • Change of mind: Customer is responsible for return shipping costs
  • EU cooling-off period: Customer is responsible for return shipping costs unless the item is defective

Refunds & Processing

Once we receive and inspect your return, we'll process your refund to the original payment method within 5-10 business days. You'll receive an email confirmation when the refund is issued.

Exchanges

If you'd like to exchange an item for a different product, please initiate a return and place a new order. This ensures faster processing.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately with photos. We'll arrange a replacement or full refund at no cost to you, including return shipping.

Questions?

Our support team is here to help. Contact us via live chat or email before returning any product.

Last updated: December 2025