Refund policy
At Elinele, your satisfaction is our top priority, and we proudly stand behind the quality of our products. We offer a 30-day guarantee subject to the terms outlined below. By purchasing from Elinele, you agree to the following return and refund policy.
1. Eligibility for Refunds
1.1 Pre-Fulfillment Cancellations
Orders canceled before fulfillment or shipment are eligible for a full refund.
1.2 Post-Fulfillment Refund Requests
Orders that have already been fulfilled and assigned a tracking number are not eligible for immediate refunds. If you wish to request a refund after shipment, please contact our support team and we will work with you to find the best possible resolution.
1.3 30-Day Guarantee
Customers may submit a return or refund request within 30 days of delivery if the product is determined to be defective.
2. Partial Refunds & Shipping Costs
- Shipping fees are non-refundable.
- Return shipping costs are the responsibility of the customer unless the item is confirmed to be defective.
3. Non-Returnable & Non-Refundable Conditions
To qualify for a return, items must be:
- Unworn
- Unwashed
- Unaltered
- Returned in original packaging
- In the same condition received
We cannot accept returns for products that have been washed, modified, or do not meet the eligibility requirements outlined in this policy.
3.1 Delivered Orders Claimed as Not Received
Refunds or returns are unavailable if tracking confirms the package was marked as Delivered.
If your package does not arrive within 20 days of shipment confirmation, you must contact us within 5 business days after the 20th day so we can investigate the issue with the carrier and assist with a resolution.
3.2 Defective Items
Refunds or returns are only available for products confirmed to be defective. Defects may include:
- Incorrect color received
- Cuts, holes, or tears
- Broken hooks or closures
Elinele may request clear photos of the defect and original packaging for verification purposes.
3.3 Promotional & Sale Items
Returns and refunds are not accepted for promotional offers such as “Buy X Get Y Free” promotions unless the product is defective under Section 3.2.
In certain situations, customers may be offered a one-time complimentary reshipment of a single item.
3.4 Hygiene & Sanitary Items
For hygiene and sanitary reasons, intimate products including bras and panties are non-returnable and non-refundable unless confirmed defective as outlined in Section 3.2.
We kindly encourage customers to review sizing carefully before placing an order, as we cannot offer returns or exchanges for sizing issues or buyer’s remorse on hygiene-sensitive products.
4. Returns & Refund Process
4.1 Requesting a Return or Refund
To initiate a request, please contact our support team within 30 days of delivery and include:
- Your order number
- Proof of purchase
- A detailed explanation of the issue
Our team will review your request and confirm eligibility.
4.2 Review & Approval
Return and refund requests are typically reviewed within 4–7 business days. Additional information or documentation may occasionally be requested.
4.3 Refund Processing
Approved refunds will be issued to the original payment method within 3–7 business days after approval. Depending on your bank or payment provider, processing times may vary.
5. Return Shipping Responsibility
Customers are responsible for return shipping costs unless otherwise stated. We recommend using a trackable shipping service to ensure safe delivery.
Elinele is not responsible for items lost or damaged during return transit, so please package all returns securely. Once received, returned items will be inspected and eligible refunds will be processed accordingly.
6. Policy Compliance
Elinele reserves the right to deny refund requests that do not comply with this policy, including cases involving abuse or misuse of the return system.
By purchasing from Elinele, you agree to the terms outlined above. We reserve the right to update or modify this policy at any time without prior notice.
For any questions or assistance, please contact our support team — we’re always here to help.