Any claims for misprinted/damaged/defective items must be submitted within 21 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 21 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
The return address is set by default to the Elurp facility. When we receive a returned shipment, an automated email notification will be sent to customer. Unclaimed returns get donated to charity after 21 days. If Elurp's facility isn't used as the return address, customer would become liable for any returned shipments.
Wrong Address – If customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. Customer will be liable for reshipment costs once we have confirmed an updated address with customer (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and customer will be liable for the cost of a reshipment (if and as applicable).
If customer haven't registered an account on elurp.com and added a billing method, customer hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at customer’s cost (without us issuing a refund).
Elurp does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. Customer hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Returned by Customer - It is best to advise to contact elurp customer service firstname.lastname@example.org before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at customer expense and discretion. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 5 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.
Orders can be cancelled and refunded before shipping - To initiate a cancellation, please contact customer service. The cancellation notification will be e-mailed to you.
Refunds will be reimbursed back to your original account -- credit card or PayPal.
- PayPal refunds will be transferred immediately.
- Credit cards may take 5-10 business days to process (depends on customer’s acquiring bank).
For order cancellation e-mail customer service at email@example.com and include your：
- Order number
- Cancellation request with a picture of the product
*Once an order is cancelled, we cannot undo this. Customer will need to replace the order themselves.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
- the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,
therefore, Elurp reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Please don't hesitate to contact us at firstname.lastname@example.org if you have any questions or requests, we'll be happy to assist you!