Return and Refund Policy (Revised & Complete)

Last Updated: [Sep 16th 2025]

1. Eligibility for Returns
We want you to be happy with your purchase. However, due to the fragile, large, and heavy nature of our ceramic vases and home decor items, our return policy is strict to ensure fairness to both parties.

You have 15 calendar days from the date of delivery to initiate a return request. To be eligible, the item MUST meet all of the following conditions:

Unused and Unchanged: The item must be in its original, unused, and uninstalled condition. It must show no signs of wear, damage, scratches, or any alteration.
Original Packaging: The item must be repacked in its original manufacturer’s packaging with all inner protective materials (e.g., foam, cardboard inserts, bubble wrap) intact. Returns without the original protective packaging will be automatically rejected, as we cannot resell the item.
Proof of Condition: Due to the high risk of damage in transit, we strongly require you to take a video of the unboxing process when you receive the item and a video of the repacking process when you return it. This is crucial evidence for any damage claims.

2. Non-Returnable Items

Items damaged due to misuse, improper assembly, or accidental damage after delivery.
Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.
Goods that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

3. Return Process (Step-by-Step)
Step 1: Contact Us for Authorization

DO NOT ship the item back without authorization.
Email us at [info@elailan.com] within the 15-day window to request a Return Merchandise Authorization (RMA) number.
Provide your order number and reason for return.

Step 2: Pack the Item Securely

Once you have the RMA number, pack the item exactly as you received it, using all original packaging materials. We recommend adding extra cushioning for protection.
We highly advise you to purchase shipping insurance for the return parcel. Elailan is not responsible for damage or loss that occurs during return transit.

Step 3: Ship the Item Back

Clearly write the RMA number on the outside of the shipping box.
Ship the package using a trackable and insured shipping service.
The customer is solely responsible for all return shipping costs.

4. Refunds

Once we receive your return, we will inspect it within 5 business days and notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 10 business days.
Please Note: The original shipping cost is non-refundable. Only the cost of the product itself will be refunded.
Important on Duties & Taxes: Any import duties, taxes, or brokerage fees paid upon delivery are non-refundable. These charges are processed by your country’s customs authority and are your responsibility as the importer.

5. Damaged or Incorrect Items

Inspection upon Delivery: Please inspect your order immediately upon reception.
If Damaged: If you receive a damaged item, you must contact us within 24 hours of delivery. Provide clear photos and a video of the packaging and the damaged product. We will arrange a replacement or a full refund (including shipping costs).
If Wrong Item: If you receive the wrong item, contact us within 24 hours with photos of what you received. We will correct the error by sending the correct item or providing a full refund.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at [info@elailan.com].

7. Shipping Costs and Insurance

Outbound Shipping: The shipping cost calculated at checkout is for the initial delivery only and is non-refundable.
Return Shipping: The customer is responsible for the cost of returning the item. This cost can be high due to the size and weight of our products.
Insurance: We strongly recommend you insure the return shipment. Elailan is not liable for return packages that are lost, damaged, or stolen in transit.

8. Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us: