Refund Policy

We want you to love your ELYRA. This policy explains when we can offer a refund, replacement or return, and how the process works.

Please note: Fragrance is a personal-care product. For hygiene and safety reasons, we cannot accept returns of opened, used or sprayed items. Unsure which scent suits you? Try the Discovery Set (5 × 6 ml testers) before choosing a full-size bottle.

Damaged, defective or incorrect orders

If your order arrives damaged, leaks, is missing an item, or is different from what you ordered, we will replace it or refund you. To be eligible:

Contact us within 48 hours of delivery.
Send your order number and clear photos of the product, packaging and shipping label. An unboxing video is very helpful.
Keep the item and all packaging until we have reviewed your request.

In these cases we cover the return shipping and the original shipping charge.

Returns of unopened items

If you change your mind, you may request a return within 7 days of delivery, provided that the item:

is unopened and unused, with any seal or wrapping intact;
is in its original packaging and in resaleable condition; and
is accompanied by your order number or proof of purchase.

For change-of-mind returns, the customer covers the return shipping cost, and the original shipping charge is not refunded.

What we cannot accept

Fragrances that have been opened, sprayed, used or tampered with
Discovery Set testers once the set has been opened
Items returned without prior approval from us
Items damaged by misuse, poor storage or after delivery
Items with missing or damaged original packaging (except where we caused it)
Any item sold as final sale or marked non-returnable

How to request a return or refund

Contact us through our Contact page with your order number, the item concerned and the reason.
Attach photos (and a video where relevant) if the issue is damage or an incorrect item.
Wait for our confirmation. Please do not send anything back until we approve your request and give you return instructions.
Once approved, send the item back as instructed and share the courier tracking number with us.

Inspection and approval

When your return arrives, we check the item's condition against the reason given. We will let you know whether your refund or replacement has been approved. If the item does not meet the conditions above, we may decline the request and return it to you.

Refunds

Approved refunds are processed within 5–7 working days after we receive and inspect the item (or, for damaged and incorrect orders, after we approve your claim).
Refunds go back to the original payment method where possible. If your order was paid another way, such as cash on delivery, we will arrange a bank transfer and ask for the details needed.
After we process a refund, your bank or payment provider may need additional time to show it.

Replacements and exchanges

Where a replacement is appropriate for a damaged, defective or incorrect item, we will send one subject to availability. If the item is out of stock, we will offer a refund or another item of equal value.

Cancelling an order

You can ask us to cancel an order before it is dispatched. Contact us as soon as possible with your order number. Once an order has been dispatched, it can no longer be cancelled and our returns terms apply.

Refused or undelivered parcels

If a parcel is refused or cannot be delivered and comes back to us, we will contact you. A refund, if applicable, may exclude shipping charges incurred both ways.