Refund policy
1. Overview
Elyza Store is dedicated to your complete satisfaction. If for any reason you are not fully happy with your purchase, we offer a straightforward refund process for eligible orders. This policy applies to all customers in the United States and the United Kingdom.
2. Refund Eligibility
To be eligible for a refund, the following conditions must be met:
- The refund request is made within 30 days of the delivery date.
- The item is unused, in its original condition, and in its original packaging.
- All accessories, manuals, tags, and included components are present.
- Proof of purchase (order confirmation email or receipt) is provided.
- The item was purchased directly from our website.
Electronics: Must be unopened or, if opened, unused and in original factory condition.
Beauty Products: Must be unopened and in original sealed packaging. Opened beauty items may only be refunded if faulty.
3. Non-Refundable Items
The following items are not eligible for a refund under standard circumstances:
- Opened or used beauty, skincare, or personal care products (unless defective)
- Products damaged due to customer misuse, accident, or unauthorised modification
- Downloadable digital products or software licences once activated
- Items marked as "Final Sale" at the time of purchase
- Gift cards or store credit vouchers
- Items returned after the 30-day window without prior authorisation
4. Refund Timeframes
| Stage | Timeframe |
|---|---|
| Refund request acknowledged | Within 1–2 business days |
| Return received and inspected | 3–5 business days after receipt |
| Refund approved and processed | Within 2 business days of approval |
| Funds reflected in your account | 5–10 business days (dependent on your bank) |
5. Refund Methods
Refunds will be issued to the original payment method used at the time of purchase:
- Credit / Debit Card: Refunded to the same card used for payment.
- PayPal: Refunded directly to your PayPal account.
- Store Credit: Available upon request as an alternative to a monetary refund.
6. How to Request a Refund
- Email us at shop@elyza.com within 30 days of delivery with your order number, reason for the refund, and photos if the item is damaged.
- Our team will review your request and respond within 1–2 business days.
- If approved and the item must be returned, we will provide a Return Authorisation Number (RAN) and return address. Do not send items back without a RAN.
- Ship the item securely using a trackable service and retain your proof of postage.
- Once we receive and inspect the item, your refund will be processed within 2 business days.
7. Faulty or Incorrect Items
If you receive an item that is faulty, defective, or not what you ordered, contact us within 48 hours of delivery with your order number, a description of the fault, and clear photographs. For confirmed faulty or incorrectly dispatched items, Elyza Store will cover all return shipping costs and offer a full refund or free replacement.
8. UK Consumer Rights
UK customers are protected by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You have the statutory right to cancel most online orders within 14 days of receiving them. Our 30-day policy extends this right further. Nothing in this policy affects your statutory rights under UK law.
9. US Consumer Rights
For US customers, Elyza Store's 30-day refund policy does not replace or limit any rights you may have under applicable federal or state law, including implied warranties under the Uniform Commercial Code (UCC).
10. Contact Us
For refund enquiries, please contact us at contact@elyzastore.com. We are available Monday – Friday, 9am–5pm (GMT / EST).