Refund & Return Policy – Elouane

Last updated: November 26, 2025

This Refund & Return Policy applies to purchases made at the online store Elouane by consumers located in the European Union and the European Economic Area (EU/EEA), in accordance with applicable consumer protection laws.

1. Right of Withdrawal (EU/EEA Consumers)

If you are a consumer residing in the European Union or the European Economic Area (EEA), you have the right to withdraw from your purchase, without providing any reason, within 14 (fourteen) calendar days from the date on which:

you receive the product, or
a third party indicated by you (other than the carrier) receives the product.

To exercise your right of withdrawal within this period, you must clearly inform us of your decision to cancel the purchase (for example, via email).

You can contact us at:

Email: support@elouane.com
Postal address: [Company Name / Elouane], [Street and Number], [Postal Code], [City], [Country]

1.1. Optional Withdrawal Form Template

You may (but are not required to) use the template below:

– To: [Company Name / Elouane], [Full Address], [Contact Email]
– I/We (*) hereby notify that I/We (*) withdraw from my/our (*) contract of purchase for the following product(s):
– Ordered on (*) / received on (*):
– Name of consumer(s):
– Address of consumer(s):
– Signature of consumer(s) (only if this form is sent on paper):
– Date:
(*) Cross out what does not apply.

2. Conditions of Returned Products

To be eligible for a return, the item must be sent back in a condition suitable for resale:

No signs of use other than what is necessary to verify the nature, characteristics, and functioning of the item.
No damage, stains, tears, or strong odors (perfume, smoke, etc.).
All original tags, accessories, gifts, and original packaging included, where applicable.

We reserve the right to refuse the return or apply a proportional reduction to the refund amount if the product shows excessive use or damage caused by the customer, as permitted by law.

3. Items That Cannot Be Returned

Unless otherwise stated by the law of your country, the following items cannot be returned:

Personalized or custom-made items.
Items that, for health or hygiene reasons, cannot be returned once opened, when sealed on delivery.
Gift cards or digital vouchers.

4. Return Procedure

Once you inform us of your intention to exercise your right of withdrawal, we will send detailed instructions for returning the product, including:

The address for sending the return;
Packaging instructions and how to identify your order;
The maximum deadline for posting the product.

Unless otherwise specified, you must send the product back without undue delay and no later than 14 calendar days from the date you notify us of your decision to withdraw from the purchase.

4.1. Return Shipping Costs

Unless stated otherwise or required by law:

The direct cost of returning the product (e.g., return shipping) is the customer's responsibility.
If the product is defective or not in conformity with the contract, we will assess the case and may cover the return shipping costs, in accordance with applicable law.

5. Refunds

When the right of withdrawal is exercised within the legal period, we will refund:

The full amount paid for the product; and
The initial standard shipping fees (if applicable). If you chose a shipping method other than standard delivery (e.g., express delivery), only the standard shipping cost will be refunded, as permitted by law.

Refunds will be issued using the same payment method you used for the original transaction, unless expressly agreed otherwise. In any case, you will not incur any fees as a result of the refund.

We may withhold the refund until we receive the returned product or until you provide proof that it has been shipped, whichever occurs first.

6. Legal Guarantee of Conformity (EU/EEA)

Regardless of our commercial return and refund policy, consumers in the European Union and the EEA have the right to a legal guarantee of conformity, typically lasting a minimum of 2 (two) years from the date of delivery, depending on the consumer’s national legislation.

This means that if the product is defective or not in conformity with the purchase contract (e.g., does not match the description or shows quality issues), you may be entitled to repair, replacement, an appropriate price reduction, or a refund, at no extra cost, as determined by applicable law.

7. Returns for Defective or Non-Conforming Products

If you receive a defective product or one that does not match your order, please contact us immediately (preferably within a reasonable time after discovering the issue), providing the following:

Order number;
Description of the defect or issue;
Clear photos or videos showing the defect, when possible.

After reviewing the case, we may offer, as permitted by law:

Repair of the product;
Replacement with a new unit;
An appropriate reduction of the price; or
Full or partial refund.

8. Sale Items

Products purchased on sale or with discounts follow the same return rules stated in this policy, unless otherwise specified on the product page or promotion, and always in accordance with consumer protection law.

9. Exchanges (When Offered)

We are not legally required to offer direct exchanges (e.g., size, color); however, we may provide this service as an additional convenience when indicated on our website.

When exchanges are available:

The same conditions for product use and return apply;
Additional shipping costs may apply and will be communicated in advance.

10. Contact

If you have questions about this Refund & Return Policy or about exercising your rights, please contact our support team:

Email: support@elouane.com
Postal address: [Company Name / Elouane], [Street and Number], [Postal Code], [City], [Country]

Elouane reserves the right to update this policy at any time to reflect changes in applicable laws or internal processes. The latest version will always be published on our website.