Refund policy

Return, Refund & Replacement Policy

Effective Date: 25 August 2025

Thank you for shopping with ELOURA Smile. We want every order to arrive in the correct condition and provide a smooth experience for our customers.

This Return, Refund & Replacement Policy explains the conditions under which a refund or replacement may be requested. By placing an order with ELOURA Smile, you agree to the terms outlined below.

1. Refund & Replacement Eligibility

You may be eligible for a refund or replacement if the product you receive is:

  • Damaged during delivery

  • Broken upon arrival

  • Faulty or defective

  • Incorrect compared with the product you ordered

To qualify for a refund or replacement, you must provide sufficient photographic or video evidence showing the condition of the parcel and product when it was received.

2. 14-Day Claim Period

Any eligible refund or replacement request must be submitted within 14 days from the date of delivery.

Requests submitted after the 14-day period may not be accepted.

3. Evidence Required

If your order arrives damaged, faulty, broken, or incorrect, please contact us as soon as possible at:

info.elourasmile@gmail.com

Your request must include:

  • Your order number

  • A description of the issue

  • Clear photographs and/or video of the parcel as received

  • Photographs or video showing the damaged, faulty, broken, or incorrect product

  • Photographs of the product packaging where applicable

We strongly recommend taking photographs or a video of your parcel before and while opening it, particularly if the external packaging appears damaged.

ELOURA Smile reserves the right to reject a claim if sufficient evidence of the product's condition at the time of delivery cannot be provided.

4. Opened Products

For hygiene, safety, and product-integrity reasons, we do not accept returns or provide refunds once the product packaging has been opened, except where the product has been verified by our team as damaged, defective, faulty, or incorrect upon arrival.

Products must therefore remain unused and in their original packaging if you wish to request a standard eligible return.

5. Change of Mind

We do not accept returns or refunds for change of mind.

This includes situations where a customer:

  • No longer wants the product

  • Changes their preference after receiving the order

  • Orders the wrong product or variation

  • Decides they do not need the product anymore

Please review your order carefully before completing your purchase.

6. Replacement Process

If our customer support team determines that your product qualifies for a replacement, we will provide you with the appropriate replacement instructions.

The original product, packaging, accessories, manuals, and other included items may be required to be returned before a replacement can be issued.

ELOURA Smile reserves the right to determine whether a refund or replacement is the appropriate resolution based on the circumstances of the claim.

7. Refund Processing

Once an eligible return or refund request has been reviewed and approved, the refund will be processed to the applicable original payment method.

Please note that the time required for the refunded amount to appear in your account may vary depending on your bank, card provider, or payment service.

Shipping charges and other applicable fees may be non-refundable unless the order was incorrect, damaged, defective, or faulty due to an error attributable to ELOURA Smile or the delivery process.

8. Non-Eligible Returns

Refunds or replacements will generally not be provided where:

  • The request is made more than 14 days after delivery

  • The customer has changed their mind

  • The product has been opened or used without an eligible product defect

  • The product has been damaged due to improper use, handling, storage, or accidental damage after delivery

  • Required photographic or video evidence cannot be provided

  • The product is returned without its original packaging or included accessories where these are required

  • The issue was caused by normal wear and tear

9. Contact Us

For all return, refund, replacement, or damaged-order enquiries, please contact:

ELOURA Smile Customer Support
Email: info.elourasmile@gmail.com

Please include your order number in your email so our team can assist you as efficiently as possible.

ELOURA Smile reserves the right to update or amend this policy when necessary. Any changes will become effective when the updated policy is published on our website.