Refund policy

1. RETURN WINDOW AND ELIGIBILITY We are committed to maintaining the highest standards of quality and hygiene for our customers. Our return policy lasts for 14 days from the date your tracking number shows the package was delivered. If 14 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused, unopened, with all original factory seals intact, and in the exact same condition that you received it. It must also be in the original packaging. Due to strict health, safety, and hygiene regulations concerning topical cosmetics and personal care products, we absolutely cannot accept returns or issue refunds for any product where the seal has been broken or the product has been used, even partially.

2. RETURN SHIPPING RESPONSIBILITY AND DESTINATION As our products are dispatched directly from our international facilities to offer you the best value, all authorized returns must be sent back to our Global Distribution Center in Asia at the customer's expense. You will be entirely responsible for paying for your own shipping costs to return your item. Original shipping costs (if applicable) are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund. We strongly advise using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. We do not issue refunds for returns lost in transit back to our warehouse.

CRITICAL NOTE: Do not send your purchase back to the manufacturer or to our corporate LLC registration address in Wyoming. Returns sent to our US corporate address will be rejected, discarded, and will not be eligible for a refund.

3. THE RETURN PROCESS (RMA INITIATION) To initiate a return, you must first contact our support team at info@elaebotanicals.com with your order number and proof of purchase. If your return meets the eligibility criteria (unopened and within 14 days), we will provide you with a Return Merchandise Authorization (RMA) number and the exact shipping address for our Asian warehouse. Returns shipped without prior authorization will not be processed.

4. DAMAGED OR DEFECTIVE ITEMS UPON ARRIVAL We carefully inspect all items before dispatch. However, if your product arrives damaged or defective due to transit, you must notify us at info@elaebotanicals.com within 48 hours of the delivery time stamped by the courier. You must include clear, well-lit photographs of the damaged item and the shipping packaging. Claims for damaged items made after the 48-hour window will be denied.

5. REFUND PROCESSING Once your return is received at our Asian facility and fully inspected to verify the seals are intact, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 to 10 business days, depending on your bank's processing times.

6. NON-REFUNDABLE CIRCUMSTANCES We do not offer refunds under the following conditions:

  • The product seal is broken or the item has been opened/used.

  • The customer changed their mind after the 60-minute cancellation window (must wait for delivery and follow the return process).

  • The order is delayed in transit but still within the estimated timeframes outlined in our Shipping Policy.

  • The customer provided an incorrect shipping address.

  • Dissatisfaction with individual results. As stated in our Terms of Service, individual biological responses to cosmetic products vary, and we do not guarantee specific outcomes.