Refund policy

Refund & Return Policy – Ellores Lab

Last updated: August 15, 2026

At Ellores Lab, your satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. This Refund Policy outlines your rights and obligations with respect to returns, refunds, and exchanges in accordance with international consumer protection standards.

1. Eligibility for Returns and Refunds

We accept return or refund requests for most physical products within 60 days of delivery. To be eligible for a return, your item must meet the following conditions:

  • It must be unused and in the same condition that you received it.

  • It must be in its original, undamaged packaging.

  • It must be accompanied by a valid proof of purchase (such as your order number or receipt).

Non-Returnable & Non-Refundable Items:

  • Perishable or consumable goods (such as health supplements if the protective seal is broken or opened).

  • Health and personal care items that have been unsealed or used.

  • Gift cards.

  • Hazardous, flammable, or liquid materials.

  • Final sale or clearance items as marked.

2. How to Initiate a Return or Refund

To begin a return or refund request, please contact our customer support team:

Steps to follow:

  1. Send an email to hello@elloreslab.com with your order number, reason for return, and any supporting details or photos.

  2. Our team will review your request and send you the correct return mailing address along with return authorization instructions.

  3. Please do not send your purchase back without contacting us first. Items sent back without prior authorization will not be eligible for a refund.

3. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund has been approved.

If approved, your refund will be processed to your original method of payment within 5 to 10 business days, depending on your card issuer or payment provider.

  • Please note: Refunds are issued for the cost of the product only. Original shipping fees are non-refundable unless the item was defective, damaged, or shipped in error.

4. Exchanges

We only replace items if they are defective, damaged upon arrival, or incorrect.

To request an exchange, contact us at hello@elloreslab.com within 7 days of receiving your order with your order number, a brief description of the issue, and photos showing the damage or defect.

5. Late or Missing Refunds

If you haven’t received a refund yet, please follow these steps:

  1. Check your bank account or payment provider account again.

  2. Contact your credit card company or bank; it may take some time before your refund is officially posted.

  3. If you have done all of this and still have not received your refund after 10 business days, please contact us at hello@elloreslab.com.

6. International Orders

For customers outside the United Kingdom, you are responsible for paying your own return shipping costs unless the item arrived defective, damaged, or incorrect. Customs duties, import taxes, and administrative fees are non-refundable.

If a package is returned to us as undeliverable due to customer refusal, failure to pay customs duties, or an incorrect shipping address provided at checkout, a 15% restocking fee may be deducted from your refund, and original shipping fees will not be refunded.

7. Disputes and Chargebacks

Before filing a dispute or chargeback with your payment provider, please reach out to our support team first. We are committed to resolving all customer concerns directly and in compliance with PayPal, Stripe, Klarna, and Shopify Payments merchant standards.

8. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will take effect immediately upon posting to this page, as indicated by the "Last updated" date above.

Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us:

  • Email: hello@elloreslab.com

  • Business Mailing Address: 6 Paradise Place, Woolwich, London, SE18 5EE, UK

By placing an order on our website, you agree to the terms outlined in this Refund Policy.