At Elita Luxe, we aim to provide a clear and fair process for cancellations, returns, replacements and refunds. This policy applies to purchases made through our website. Eligibility depends on the product, its condition and the circumstances of the request, subject to applicable consumer law.
Eligible return requests must be submitted within 7 days from the date of delivery. Please contact us within this period and wait for return instructions before sending an item back.
Products must be unused and returned in their original packaging, with tags, labels, accessories and any supplied documentation intact. Returns may be declined where the item does not meet the stated eligibility conditions, subject to applicable law.
Items made to order or personalised, intimate-use items, perishable goods and digital downloads may not be returnable unless they are damaged, defective, incorrect, or applicable law requires otherwise. Please check the product listing or contact us if you are unsure whether an item is eligible.
Contact our customer service using the contact details published on our Contact Us page. Provide your order number, the item you wish to return, the reason for the request and clear photographs where relevant. Please wait for confirmation and return instructions before dispatching the product.
For verified damaged, defective or incorrect items, we will explain the appropriate return or pickup arrangement and cover reasonable return shipping costs where applicable. For other approved returns, return shipping charges may apply and will be explained before the item is sent back. Do not send a return to an address until our team confirms it.
A refund will be considered after the returned product is received and inspected and the return is approved. Approved refunds will normally be issued to the original payment method. If another method, such as store credit or bank transfer, is offered and agreed with you, we will confirm the details before processing. Refunds remain subject to applicable law and payment-provider procedures.
We aim to process approved refunds within 5–10 business days after the returned item is received and inspected. The time taken for the amount to appear in your account may depend on your bank or payment provider.
You may request an exchange for an eligible wrong-size, wrong-colour or defective item by contacting customer service within the applicable reporting or return period. Exchanges are subject to inspection and stock availability. We will confirm the exchange and any shipping arrangements before proceeding. Items excluded from returns are generally also excluded from exchanges, except where an item is damaged, defective, incorrect or applicable law requires a remedy.
Please report a product that arrives damaged, defective or incorrect within 48 hours of delivery. Include your order number and clear photographs of the item, packaging and issue; an unboxing video may also help where available. After verification, we will explain the replacement, return or refund options available. An approved replacement for a verified issue will be provided at no additional product or shipping cost, subject to availability and applicable law.
For questions or requests about cancellations, returns, refunds or exchanges, please contact Elita Luxe through the email address, phone number or WhatsApp details published on our Contact Us page. Include your order number so we can assist you.
We may update this policy from time to time. The latest version will be published on this page with its updated wording. Changes will not remove rights that apply to an order under applicable law.
You may request cancellation before your order has been dispatched by contacting customer service as soon as possible and providing your order number. If the cancellation is accepted, any payment collected will be refunded using the applicable refund process.
Once an order has been dispatched, cancellation may no longer be possible. You may contact us for guidance; where permitted, you may refuse delivery or request a return after receipt under this policy. Any refund will depend on the item being returned and the applicable eligibility conditions.