Refund policy

RETURNS 

Our Promise

We want you to love every product you order. If something isn't right, here's how we'll fix it:

Change of Mind Returns

You may return any product within 7 days of delivery for a full refund, provided it is unopened, unused, with all seals intact and in its original packaging.

For hygiene and safety reasons, we cannot accept change-of-mind returns on products that have been opened or used - cosmetics cannot be resold once their seal is broken. Return shipping for change-of-mind returns is for your own account. Please use a trackable courier service, as we cannot take responsibility for return parcels lost in transit.

Faulty or Damaged Products

If a product is defective, spoiled, or not what you ordered, please contact us at help@elian.co.za with photos of the product and a description of the issue. We will offer you a replacement or a full refund, and we will cover the return shipping. No administration fees or deductions will apply.

How to Start a Return

1. Email us at help@elian.co.za with your order number, the product(s) you'd like to return, the reason, and photos where applicable.
2. We'll review your request and respond within 2–3 business days with approval and the return address.
3. Send the product back within 7 days of approval.
4. Once we receive and inspect the return, your refund will be processed within 5–7 business days to your original payment method. We'll email you confirmation.

Questions?

Contact us at help@elian.co.za or via WhatsApp: +27 76 160 0216.

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 help@elian.co.za.