Return & Refund Policy
Elaa products are freshly and lovingly handmade to order in micro batches, with care for their freshness and quality.
Elaa products are made with love and care for you by our tiny team of artisans.
Returns, exchanges, and refunds
Because of the nature of our products and the fact that we make them fresh to order, all product purchases are final sale, except where applicable law requires otherwise.
For hygiene and sanitation reasons, we do not accept returns or exchanges of personal-care products, including opened or used items, except where required by applicable law. Once a product has left our hands we cannot verify its handling or storage. We do not resell opened or used products.
We do not offer refunds for changes of mind, personal preferences, dislikes, individual experiences, sensitivities, or allergies, except where required by applicable law.
Damaged or missing products
If your products arrive damaged during shipping or your order is incomplete, please contact us so we can make the situation right. We will arrange replacements for products damaged in transit or missing from your order.
Please include your order number and a description of the issue. If you are reporting damage, photographs of the product and packaging are helpful when available.
Our resolution for these issues is a replacement rather than a return or refund, unless applicable law requires a different remedy.
Accidental spills or damage after delivery
If a product is accidentally spilled, dropped, or damaged after it is in your possession, we cannot offer a replacement or refund for that accidental damage.
Individual experiences and product questions
Everyone’s skin and preferences are different. We cannot guarantee that every product will suit every person. Please review the full ingredient list before ordering, particularly if you have known allergies or sensitivities.
We care deeply about you and your wellbeing. If you would like help choosing a product, or believe there is a problem with a product you received, please contact us so we can assist you and review your concern.
Order cancellations
Orders cannot be canceled once placed, except where required by applicable law. Please review your order carefully before completing your purchase.
Statutory rights and EU withdrawal
Our final-sale policy does not limit rights required by applicable consumer law. We do not offer voluntary returns.
If you are an EU consumer and a statutory withdrawal right applies, you may withdraw without giving a reason within 14 days after delivery of the last item in your order. Applicable weekend and public-holiday extensions apply. The hygiene exception applies to sealed goods unsuitable for return for health or hygiene reasons once unsealed after delivery. Other statutory exemptions may also apply.
Request a statutory return or cancellation: sign in, select your order, and follow the request steps. You may also notify care@elaaskincare.com, identifying your name, order and the items concerned. Contact us if the online option is unavailable. We review eligibility manually; submitting a request does not automatically issue a refund. A valid withdrawal notice does not depend on prior approval.
For a valid statutory withdrawal, send the goods back within 14 days of notifying us. Contact us for return instructions. You pay the direct return postage; no restocking fee applies. We reimburse amounts required by law, including standard outbound delivery where applicable, within 14 days of your notice. We may withhold reimbursement until we receive the goods or evidence of dispatch, whichever comes first.
This process does not create additional return rights for opened or used products. Mandatory remedies for faulty, damaged or incorrectly supplied goods, including any required return costs, and mandatory rights in other countries remain unaffected.
Contact Us
If you need assistance with an order or a product, please send us a message and we will assist you as soon as possible.
Contact Elaa or email care@elaaskincare.com. You can email photographs when needed.
Thank you so very much for your understanding and for supporting this tiny heart-centered business.