Refund policy
At Ellaris, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help. Please read this Return & Refund Policy carefully before placing an order. By making a purchase from our website, you agree to the terms outlined below.
This policy applies to all orders delivered within the United States.
1. 30-Day Return Policy
We accept returns within 30 days of the date your order is delivered.
To qualify for a return, your item must:
- Be unused, unworn, and unwashed.
- Be in its original condition.
- Include all original tags and packaging.
- Be accompanied by your order number or proof of purchase.
We reserve the right to refuse returns that do not meet these requirements.
2. How to Request a Return
To begin a return, please contact our customer support team at:
Email: support@ellaris.store
Please include:
- Your order number
- The item you wish to return
- The reason for the return
Once your request is approved, we will provide return instructions, including the appropriate return shipping address and any additional information required to complete your return.
Please do not send items back without first contacting us, as unauthorized returns may not be accepted.
3. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive:
- A damaged item
- A defective product
- An incorrect item
Please contact us within 48 hours of delivery at support@ellaris.store. Include your order number and clear photographs showing the issue.
After reviewing your request, we will work with you to provide an appropriate resolution, which may include a replacement, exchange, or refund where applicable.
4. Exchanges
We currently offer exchanges only for:
- Items that arrive damaged or defective
- Incorrect items received
If you need a different item, we recommend returning the eligible item (if approved) and placing a new order.
All exchanges are subject to product availability.
5. Return Shipping
Unless the return is the result of our error (such as receiving a damaged, defective, or incorrect item), customers are responsible for the cost of return shipping.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
6. No Restocking Fees
Ellaris does not charge restocking fees for approved returns.
7. Refunds
After we receive and inspect your returned item, we will notify you of the status of your refund.
If your return is approved:
- Your refund will be issued to your original payment method.
- Refunds are typically processed within 5–7 business days after approval.
- Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
- Original shipping charges are non-refundable unless the return is due to our error or a defective or incorrect item.
8. Order Cancellations
Orders may only be cancelled before they have been processed or shipped.
If your order has already shipped, you may request a return after delivery in accordance with this policy.
9. Promotions & Discount Codes
Discount codes and promotional offers must be applied during checkout.
We are unable to apply discounts after an order has been placed or refund the difference for promotions that were not applied at checkout.
Contact Information
If you have any questions regarding this Return & Refund Policy or need assistance with your order, please contact us.
Address: 3303 Lakefield Dr, Greensboro North Carolina 27406, United States
Phone: +1 (347) 392-9868
Email: support@ellaris.store