Returns, Refunds & Order Assistance

1. Returns and Refunds

At elycura, we aim to make eligible return and refund requests clear and manageable. The guidelines below outline the basic conditions for returning merchandise, the applicable time limits, and the general process followed when an approved return is received and evaluated.

1.1 Conditions for an Eligible Return

• Returned merchandise must remain unused, unopened, and in its original condition, including the original packaging and any accessories, parts, instructions, manuals, documentation, or other materials supplied with the product.
• A qualifying return request must be submitted within 30 days of confirmed delivery.
• Customers are required to provide sufficient purchase details so the applicable order can be located and verified, such as the order number or another acceptable record of purchase.
• For authorized returns, we recommend using a shipping method that includes tracking so the parcel’s progress can be verified until delivery to the designated return address.

1.2 Non-Returnable Merchandise

• Consumable products that have been opened, used, sampled, tested, altered, or otherwise changed after delivery.
• Downloadable products, electronically delivered materials, digital content, and electronic gift cards.
• Goods that have been personalized, customized, manufactured, assembled, or prepared specifically according to a customer’s individual request.
• Items identified as Final Sale before the order was completed.
• Products that have been damaged as a result of misuse, accidental damage, improper storage, insufficient care, unauthorized alteration, neglect, or use outside their intended purpose.

1.3 Refund Review and Processing

Once an approved return has arrived at the specified return destination, the item may be inspected to determine whether it complies with the applicable return requirements. When a refund is approved, elycura will normally begin processing it within 7–10 business days to the original payment method. Additional processing time may be required by the customer’s bank, card provider, financial institution, or payment service before the funds appear in the relevant account.

1.4 Delivery Fees and Return Shipping

• Initial shipping or delivery fees are generally not refundable unless elycura verifies that an incorrect, defective, or damaged item was delivered.
• Customers are normally responsible for return shipping costs unless our customer support team expressly confirms otherwise for a specific case.
• If an eligible return is subject to a restocking fee, the relevant amount or applicable conditions will be communicated before the return process is finalized.

2. Order Cancellation Requests

If you need to cancel an order, we recommend contacting us as quickly as possible after the purchase has been submitted. Cancellation availability depends on how far the order has progressed through processing and fulfillment when the request is received. If the shipment can no longer reasonably be stopped, cancellation may not be possible. After delivery, eligible products may instead qualify for return under the conditions described above.

2.1 When an Order May Be Cancelled

• The request must be received before the fulfillment process reaches a stage where shipment can no longer reasonably be prevented.
• Personalized, custom-made, or made-to-order merchandise may no longer qualify for cancellation after preparation, manufacturing, or customization has begun.
• Orders that have already entered the shipping process will generally need to follow the applicable return procedure after the customer receives the package.

2.2 Requesting an Order Cancellation

To submit a cancellation request, visit our Contact Us page and include your order number along with the email address associated with the purchase. The elycura support team will check the current processing status and confirm whether cancellation is still available.

2.3 Orders Already Dispatched

• If an order has already been shipped, a qualifying return will normally need to be initiated after delivery in accordance with the standard return requirements.
• Where dispatch took place before a cancellation could be completed, the customer may remain responsible for applicable return shipping charges depending on the specific circumstances.

3. Replacements and Product Exchanges

If your delivery contains a product that arrives damaged, appears defective, or is materially different from the item ordered, elycura may review the issue and determine an appropriate resolution where applicable. Requests relating to eligible replacements should be submitted within 7 days of confirmed delivery and should include the relevant order number together with clear photographs or other appropriate supporting evidence.

3.1 Requirements for Replacement Requests

• Whenever reasonably possible, the affected item should remain unused and should be retained with its original packaging, accessories, components, instructions, manuals, documentation, and other materials included with the shipment.
• Replacement availability is subject to current inventory. If an identical product is unavailable, another suitable resolution may be proposed depending on the circumstances.
• After a reported issue has been reviewed and accepted, elycura may provide return directions or, when appropriate, arrange a prepaid return shipping label for the affected product.

4. Support for Returns, Refunds, Cancellations & Replacements

For help with a qualifying return, refund, cancellation request, exchange, or replacement, contact elycura through our Contact Us page. Including your order number and complete, accurate information about the issue will help our customer support team locate the transaction and review your request more efficiently.