Refund policy

Refund Policy

At ELSORA, customer satisfaction is our priority. Please read our Refund Policy carefully before placing an order.

Order Cancellation

Orders may be cancelled before they have been shipped for a full refund.

Once an order has been shipped, it can no longer be cancelled.

Refunds After Shipment

Once an order has been shipped, refunds are generally not available unless:

  • The item arrives damaged.
  • You receive the wrong item.
  • The package is officially confirmed as lost by the shipping carrier.

Damaged Items

If your item arrives damaged, please contact us within 7 days of delivery.

To help us process your request as quickly as possible, please provide:

  • Clear photos of the damaged product.
  • Photos of the outer packaging.
  • A photo of the shipping label.

After verification, you may choose either:

  • A free replacement, or
  • A full refund.

Incorrect Items

If you receive the wrong item, please contact us within 7 days of delivery.

Please provide:

  • Photos of the received item.
  • A photo of the shipping label.

After verification, we will provide either:

  • A replacement at no additional cost, or
  • A full refund.

Lost Packages

If your shipment is officially confirmed as lost by the shipping carrier, you may choose either:

  • A replacement shipment, or
  • A full refund.

Returns

Due to the nature of our international fulfillment process, we do not accept returns for change of mind, incorrect product selection, or other non-defective items.

Returns are accepted only for approved cases involving damaged or incorrect items.

If a return is approved, the item must be returned according to the instructions provided by our support team. Return shipping costs and any applicable customs fees for non-defective items are the customer's responsibility.

Refund Processing

Once your refund has been approved, it will be issued to your original payment method.

Please allow 5–10 business days for your financial institution to process the refund.

Need Help?

For any questions about your order, shipping, or returns, please contact our support team.

Email: support@elsora.store