Return Exchange Policy

1. Introduction

At Elyza Store, we want every purchase to meet your expectations. If something isn't right, we have a clear and fair return and exchange process for customers in the United States and the United Kingdom. This policy should be read alongside our Refund Policy and Terms of Service.

2. Return Conditions

We accept returns within 30 days of the delivery date, provided the following conditions are met:

• The item is unused and in the same condition as received.
• The item is in its original packaging with all tags, labels, and accessories intact.
• You have proof of purchase (order confirmation or receipt).
• A Return Authorisation Number (RAN) has been obtained before shipping the item back.

Important: Returns sent without a valid RAN will not be processed and may be returned to sender at the customer's expense.

3. Exchange Conditions

We offer exchanges in the following circumstances:

• The item received is defective or damaged on arrival.
• The wrong item was delivered.
• The item is within the 30-day window and a different product of equal value is desired.

4. Non-Eligible Items

The following items are not eligible for return or exchange unless defective:

• Opened or used beauty, cosmetic, skincare, or personal hygiene products
• Items marked as "Final Sale" at time of purchase
• Gift cards, vouchers, or store credit
• Activated digital software or licences
• Items returned after the 30-day window
• Items damaged by the customer through misuse, accident, or unauthorised modification

5. How to Initiate a Return or Exchange

1. Email shop@elyza.com with your order number, item(s) to return/exchange, and reason. Attach photos if the item is damaged or incorrect.
2. Our team will respond within 1–2 business days with a Return Authorisation Number (RAN) and instructions.
3. Package the item securely in its original packaging and write your RAN clearly on the outside of the parcel.
4. Ship using a trackable service. Keep your tracking number until the return is confirmed.
5. Once received and inspected, your refund or exchange will be processed within 3–5 business days.

6. Return Shipping Costs

• Faulty, damaged, or incorrect items: Elyza Store covers return shipping and will provide a prepaid label.
• Change of mind returns: The customer is responsible for return shipping costs.

We strongly recommend using a tracked and insured service. Elyza Store is not responsible for items lost or damaged during the return journey.

7. Inspection & Approval Process

All returned items are subject to inspection upon receipt. We assess whether the item is in the condition stated, whether all components are present, and whether the reason for return is consistent with the item's condition.

If the item does not meet our return conditions, we reserve the right to decline the return or apply a restocking fee of up to 20% of the item's value.

8. Beauty Products – Special Conditions

Due to hygiene and safety regulations, beauty and personal care products must be unopened and in original sealed packaging to be eligible for return or exchange. This includes skincare, haircare, makeup, hair removal devices, and any product that comes into direct contact with skin or hair.

Opened beauty products may only be returned if proven to be faulty. Photographic evidence is required.

9. Electronics – Special Conditions

• Devices must be factory reset and all personal data removed before return.
• All original accessories (cables, chargers, manuals, warranty cards) must be included.
• If the product has been registered with the manufacturer, please deregister it before sending it back.
• Physical damage not reported at the time of the return request will not be eligible for a full refund.

10. Contact Us

To start a return or exchange, contact us at shop@elyza.com. We are available Monday – Friday, 9am–5pm (GMT / EST).