Refund and Replacement Policy

Last updated: July 17, 2026

ALL SALES ARE FINAL

All purchases made through ELAN are final. ELAN does not accept returns, exchanges, or refund requests based on:

• Change of mind.

• Buyer’s remproduct.

• Failure to read the product description.

• Failure to review product ingredients, specifications, sizing, measurements, colors, photographs, instructions, or estimated delivery times.

• Ordering the wrong product, size, color, quantity, or variant.

• Duplicate or accidental orders.

• Product appearance, or performance not meeting the customer’s personal expectations.

• Shipping or delivery delays within the timeframes stated in our Shipping Policy.

• Refusal to accept a shipment.

• Failure to collect a shipment.

• Customs duties, import taxes, bank fees, currency-conversion fees, or other third-party charges.

Because many products sold by ELAN are personal-use, cosmetic, beauty, skincare, grooming, or hygiene-related products, returned merchandise may not be safely restocked or resold.

Please review all product details and order information carefully before completing your purchase.

This final-sale policy does not limit any rights or remedies that cannot legally be excluded under applicable law.

Order Cancellations and Changes

Orders begin processing shortly after they are placed.

Once an order has been submitted, ELAN does not guarantee that it can be:

• Canceled.

• Modified.

• Combined with another order.

• Redirected to another address.

• Changed to a different product, size, color, quantity, or variant.

Customers must immediately contact ELAN after identifying an order error. ELAN may attempt to assist, but submitting a request does not guarantee that a cancellation or modification will be approved.

Once an order has entered processing, fulfillment, or shipment, it cannot be canceled.

If ELAN cannot ship an order within the promised shipment timeframe, ELAN will provide any cancellation or refund options required by applicable law.

Incorrect Items

An item is considered incorrect only when the customer receives a product or product variant that is materially different from the item listed in the order confirmation.

Examples include:

• Receiving a different type of product.

• Receiving a different product model or style.

• Receiving a product bearing a different size, color, or variant label than the one shown in the order confirmation.

The following do not automatically qualify as incorrect items:

• The product feels smaller, larger, lighter, heavier, softer, firmer, or otherwise different from what the customer expected.

• Minor color differences caused by lighting, photography, screen settings, or manufacturing variations.

• Minor packaging, labeling, or design updates.

• Subjective dissatisfaction with product quality, appearance, performance, texture, scent, weight, or feel.

• Failure to achieve the same results shown in marketing content, reviews, or customer testimonials.

Claims involving an incorrect item must be submitted within 7 calendar days of confirmed delivery.

The customer must provide:

• The order number.

• A clear description of the issue.

• At least three clear photographs from different angles.

• A photograph of the product label, size, color, or variant information.

• A photograph of the shipping label and exterior packaging.

• Any additional evidence reasonably requested by ELAN.

Do not discard the product, packaging, labels, or shipping materials until ELAN has completed its review.

If ELAN confirms that the wrong item was shipped, ELAN’s primary remedy will be a one-time replacement of the originally ordered item, using the same shipping method or a comparable shipping method.

Unless ELAN specifically requests otherwise, the customer will not be required to return the incorrect item.

If a replacement is unavailable, ELAN may issue a refund, store credit, or another legally permitted remedy at its discretion.

Damaged or Defective Items

Customers must inspect their orders promptly after delivery.

Claims for products that arrived visibly damaged or materially defective must be submitted within 7 calendar days of confirmed delivery.

The customer must provide:

• The order number.

• A detailed description of the alleged damage or defect.

• At least three clear photographs from different angles.

• A clear video showing the alleged defect when the issue cannot be demonstrated through photographs.

• Photographs of the shipping box, shipping label, internal packaging, and damaged product.

• Any additional information reasonably requested by ELAN.

Normal variations, ordinary wear, misuse, improper storage, failure to follow product instructions, unauthorized modification, allergic reactions, personal sensitivities, accidental damage, or dissatisfaction with expected results do not qualify as manufacturing defects.

ELAN may deny claims when:

• The claim is submitted after the applicable deadline.

• Required photographs, videos, packaging, or other evidence are not provided.

• The item has been used contrary to its instructions.

• The item has been altered, damaged, contaminated, or improperly stored after delivery.

• The reported condition is a normal product or manufacturing variation.

• The issue cannot be reasonably verified.

When ELAN confirms that an item arrived materially damaged or defective, ELAN’s primary remedy will be a one-time replacement.

A refund is not guaranteed and will generally be considered only when a replacement is unavailable or when applicable law requires a refund.

ELAN may require the affected item to be returned before approving a remedy. The customer must not return any product without written authorization from ELAN.

Missing Items

Some orders may be shipped in multiple packages from different fulfillment centers. Customers must review all tracking numbers and wait until all listed shipments have been delivered before reporting an item as missing.

A missing-item claim must be submitted within 7 calendar days after the final package associated with the order is marked delivered.

The customer must provide:

• The order number.

• The name and quantity of the allegedly missing item.

• Photographs of every item received.

• Photographs of the shipping box, internal packaging, and shipping label.

• An unboxing video, when available.

• Any other evidence requested by ELAN.

If ELAN verifies that an item was omitted, ELAN may send the missing item, issue store credit, or provide another appropriate remedy.

Orders Not Received

An order may qualify for review when:

• A United States shipment has not been delivered after 30 business days from the shipment date; or

• An international shipment has not been delivered after 35 business days from the shipment date.

These periods exclude orders marked as delivered by the carrier.

Before a claim is approved, ELAN may require the customer to:

• Confirm the shipping address.

• Contact the carrier or local postal service.

• Wait for the carrier’s investigation to be completed.

• Provide a written carrier statement or claim number.

• Confirm that the package was not received by a household member, neighbor, building receptionist, mailroom, or other authorized recipient.

If ELAN confirms that a shipment was lost in transit, the primary remedy will be a one-time replacement using the same or a comparable shipping method.

A cash refund is not guaranteed for a carrier delay or lost shipment after the order has been dispatched, except where applicable law requires otherwise.

Packages Marked Delivered but Not Received

Carrier tracking showing “delivered” will generally be treated as evidence that the order was delivered to the address provided at checkout.

Customers who cannot locate a package marked delivered must:

1. Confirm that the shipping address on the order confirmation is correct.

2. Check the mailbox, porch, garage, side doors, rear entrance, parcel locker, mailroom, reception area, and other safe delivery locations.

3. Ask household members, neighbors, building staff, or other authorized recipients whether they accepted the package.

4. Contact the carrier or local postal service.

5. Wait at least 5 business days after the delivery scan because carriers may occasionally mark packages as delivered before actual delivery.

If the package is still missing, the customer must contact ELAN within 30 calendar days of the stated delivery date and provide any carrier case number or written confirmation available.

ELAN is not automatically responsible for theft, loss, misplacement, or unauthorized collection occurring after a carrier records delivery.

ELAN may deny a refund or replacement when:

• Tracking confirms delivery to the correct address.

• The customer provided an incorrect or incomplete address.

• The package was accepted by another person at the delivery location.

• The customer failed to contact ELAN within the applicable deadline.

• The customer does not cooperate with the carrier investigation.

• The carrier does not confirm loss or misdelivery.

Any courtesy replacement offered in these circumstances is voluntary, limited to one replacement, and does not create an obligation to provide similar remedies in future cases.

Returned-to-Sender and Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address.

ELAN is not responsible for packages returned because of:

• An incorrect or incomplete address.

• An outdated address.

• An invalid postal code.

• A missing apartment, suite, unit, or building number.

• An inaccessible or restricted delivery location.

• The customer’s failure to collect the package.

• Refused delivery.

• Failed delivery attempts.

• Unpaid customs duties, import taxes, or carrier fees.

• The recipient’s failure to cooperate with customs or the carrier.

• The customer’s failure to respond to carrier communications.

Orders returned for any of these reasons are not eligible for a refund.

At ELAN’s sole discretion, ELAN may offer to reship a recoverable package after the customer pays:

• New shipping and handling charges.

• Any return-to-sender charges.

• Any customs, storage, carrier, or processing fees.

• Any other costs incurred because of the failed delivery.

ELAN does not guarantee that returned packages can be recovered or reshipped. The customer may be required to place a new order.

If a package is returned because of an error made solely by ELAN, ELAN will provide an appropriate replacement or other remedy.

Customs and Import Charges

International customers are responsible for determining whether the ordered products may legally be imported into their destination.

The customer is responsible for all:

• Import taxes.

• Customs duties.

• Brokerage charges.

• Customs handling fees.

• Storage charges.

• Inspection charges.

• Local taxes.

• Government assessments.

• Carrier collection fees.

These charges are not included in the product price or shipping fee unless expressly stated at checkout.

ELAN does not control these fees and cannot predict their amount.

ELAN will not refund customs charges, taxes, bank charges, currency-conversion fees, or similar third-party fees.

Refusing a shipment or failing to pay customs charges does not create a right to a refund.

Shipping Charges

Original shipping and handling charges are nonrefundable after an order has been dispatched, except where applicable law requires otherwise.

If ELAN voluntarily approves a discretionary refund, ELAN may deduct, to the extent permitted by law:

• Original shipping and handling costs.

• Return shipping costs.

• Carrier fees.

• Customs expenses.

• Nonrecoverable payment-processing costs.

• Other direct expenses associated with the transaction.

No deduction will be made from a refund when applicable law requires ELAN to issue a full refund.

Unauthorized Returns

Do not send products to ELAN without receiving written return authorization.

Packages returned without authorization:

• May be refused.

• May not be inspected or processed.

• Will not automatically qualify for a refund.

• May be discarded if they cannot legally or safely be stored or resold.

• May require the customer to pay additional shipping or handling charges.

Sending an unauthorized return does not change the final-sale status of an order.

Refund Processing

When ELAN approves a refund:

• The refund will be issued only to the original payment method.

• Refunds cannot be redirected to another card, account, or person.

• ELAN will send confirmation after the refund has been submitted.

• The customer’s bank or payment provider may require additional time to post the credit.

• Original payment-processing fees may not be recoverable by ELAN.

If the customer has already opened a chargeback or payment dispute, ELAN may be unable to issue a separate refund while the dispute remains open.

Chargebacks and Payment Disputes

Customers are encouraged to contact ELAN before initiating a chargeback so that ELAN has an opportunity to review and resolve the issue.

Opening a chargeback does not guarantee that the customer will receive a refund.

ELAN reserves the right to provide the payment provider and issuing bank with:

• The order confirmation.

• Checkout information.

• The accepted store policies.

• Customer communications.

• Tracking information.

• Delivery confirmation.

• Address verification.

• Fraud-screening information.

• Photographs and other evidence relevant to the transaction.

ELAN may suspend customer accounts or refuse future orders when a customer repeatedly initiates disputes involving orders that were validly authorized, shipped, delivered, or resolved according to this policy.

Nothing in this section prevents a customer from exercising rights that cannot legally be waived.

Policy Abuse and Fraud

ELAN may deny a claim, cancel an order, restrict an account, or refuse future service when ELAN reasonably suspects:

• False claims.

• Altered photographs or documents.

• Intentional damage.

• Return fraud.

• Chargeback abuse.

• Promotion abuse.

• Multiple claims involving the same customer, household, address, payment method, or device.

• Attempts to obtain both a replacement and a refund for the same item.

• Failure to cooperate with a reasonable investigation.

ELAN may report suspected fraudulent conduct to payment providers, carriers, law enforcement, or other appropriate parties.

Legal Rights

This policy is intended to describe ELAN’s voluntary refund, replacement, and claim procedures.

Nothing in this policy excludes, restricts, or waives any legal right or remedy that cannot legally be excluded, restricted, or waived.

If any provision of this policy conflicts with applicable law, the applicable law will control only to the extent of the conflict, and the remaining provisions will continue in effect.

Contact Information

Claims and questions must be submitted to:

ELAN

3982 E Industrial Way
Riviera Beach, FL 33404
United States

Email: elancosmeticsmanagement@gmail.com