Table of Contents

Introduction

This Return and Refund Policy (“Policy”) is an integral part of the Terms and Conditions of the Website www.elorys.com and applies to all purchases made by customers.

Please read this Policy carefully before ordering products on the Website. By placing an order or continuing to use the Website, you accept this Return and Refund Policy.

Right of withdrawal

In accordance with European Union consumer protection legislation, in particular Directive 2011/83/EU on consumer rights (transposed into applicable national law), you have the right to withdraw from the sales contract concluded with ELORYS, without giving any reason, within 14 calendar days.

The 14-day withdrawal period begins on the day on which you or a third party designated by you (other than the carrier) acquires physical possession of the products or, in the case of separate delivery of several products in a single order, on the day on which you receive the last product.

Effects of withdrawal

Following the valid exercise of the right of withdrawal, you will return the products under the conditions specified in the Conditions of returned products section of this Return and Refund Policy.

We will refund all amounts paid for the returned products, within a maximum of 14 calendar days from the date on which we receive the returned products or, as the case may be, from the date on which we receive proof that you have sent them to us, taking into account the event that occurs first.

Exercise of the right of withdrawal

In order to comply with the legal withdrawal period, it is sufficient to send the notification regarding the exercise of the right of withdrawal before the expiry of the period of 14 calendar days provided for by law.

The notification of withdrawal can be sent by:

  • e-mail to the address indicated on the Website returns@elorys.com;
  • using the return form made available on the Website;

Obligation to return products

After sending the notice of withdrawal, you are obliged to return the products to ELORYS within a maximum period of 14 calendar days, calculated from the date of sending the notice.

The products must be returned to the return address that will be communicated to you by our Customer Service team, immediately after receiving the notice of withdrawal.

You are considered to have complied with the legal deadline if you send the products back before the expiry of the 14 calendar day period.

Note

We recommend that you use a courier service that offers delivery confirmation, so that you can demonstrate that the products were returned on time.

Until we receive the returned products, the risk associated with the return of the products lies entirely with the customer.

Conditions of returned products

In order for the return to be accepted and for you to benefit from a full refund of the amount paid, the returned products must cumulatively comply with the following conditions:

1. Perfect condition

  • Products must be in the condition in which they were delivered: unworn, unused, unaltered, with no signs of damage, wear or washing;
  • Products must not have any foreign odors or signs of use.

2. Original packaging and accessories

  • Products must be returned in their original packaging (box, bags, inner protections, etc.);
  • Products must be accompanied by all original labels, attached in the way they were delivered, without being removed or damaged;
  • Any accessories, promotional items or documents delivered with the product must be returned.

3. Proof of purchase

  • The return must be accompanied by proof of purchase, namely the tax invoice or order confirmation sent by email at the time of placing the order.

Refusal of return / partial refund

We reserve the right to refuse to accept the return if the products do not comply with the above conditions or, as the case may be, to apply a proportional reduction in the refunded value, if the products show obvious signs of wear, use or damage, thus affecting their resaleability.

If we find that the returned product does not meet the conditions for full acceptance of the return, we will inform you in writing of our decision and the final value to be refunded (if applicable).

Products excluded from the right of withdrawal

According to the applicable legal regulations on consumer protection, certain categories of products do not benefit from the legal right of withdrawal and are not eligible for return. Consequently, ELORYS does not accept returns of the following types of products:

  • Personalized or custom-made products, made according to the specifications sent by the customer (for example: personalized products with monogram, engraving or other unique elements);
  • Sealed products that, for reasons of hygiene or health protection, cannot be returned after unsealing, including, but not limited to, underwear, jewelry that has been worn or handled in a way that makes them unsuitable for resale;
  • other products clearly marked as exempt, according to the legislation in force.
  • Products without the original labels intact or delivered in packaging damaged in a way that affects the presentation and/or subsequent sale of the product;
  • Products that show signs of use, wear, damage, washing or improper handling, including but not limited to: scratches, stains, foreign odors, changes to the cut or material.

Note

If, after receiving the return, ELORYS finds that the returned product falls into one of the categories listed above or other exceptions provided for by law, a notification to this effect will be sent to the customer.

In such situations, the product may be reshipped to the customer, at his expense, or a proportional reduction will be applied or the refund will be refused, depending on the severity of the deviation found.

Return costs

The cost of return shipping is fully borne by the customer.

The exception is cases where the product was delivered incorrectly or has manufacturing defects – situations in which we ask you to contact us in advance, in order to manage the return properly.

We recommend using a courier service with tracking and, if possible, insurance, to protect you against the risk of loss or damage during transport.

Until the moment of receipt by ELORYS of the returned products and their verification, the responsibility for the integrity and security of the products during transport lies entirely with the customer.

We do not accept packages with payment of transport to the destination (“delivery with payment upon receipt”) or with cash on delivery!

If a package is shipped contrary to these conditions (for example, with payment of transport upon delivery or cash on delivery), we reserve the right to refuse to receive it.

Refund of amounts paid

After receiving and checking the returned product in our warehouse, Elorys.com will proceed to refund the amount paid, in accordance with the legal provisions on consumer protection.

The refund will be made within a maximum of 14 calendar days from the date of receipt of the returned product in our warehouse and confirmation that it meets all the return conditions specified in the previous sections.

The refund will be made through the same payment method used by the customer at the time of placing the order, unless another means of refund has been expressly agreed in advance.

If the customer has opted for a more expensive delivery method than the standard option offered by Elorys.com (free delivery in Europe), the difference in cost corresponding to premium or urgent delivery will not be refunded.

We reserve the right to postpone the refund until the physical receipt of the returned product or until the customer provides clear proof of shipping the return, whichever is the sooner.

Return procedure — concrete steps

To ensure that your order return is processed quickly and efficiently, please follow the steps below:

1. Notification of intent to return

Send an email to the official address returns@elorys.com with the intention of returning, mentioning the following information:

  • order number (according to the confirmation email received when placing the order);
  • name and code of the products you wish to return;
  • reason for the return — information that we use strictly for internal purposes, for the continuous improvement of our services and products.

2. Receiving return instructions

You will receive from the ELORYS team:

  • the exact return address to which the package should be sent;
  • detailed instructions on how to pack and ship the products safely.

Please do not ship products to the billing or other company addresses. Returns must be made exclusively to the return address communicated by Customer Service.

3. Preparing and shipping the package

Carefully prepare the package, respecting the conditions mentioned in the section Conditions of returned products.

Send the package within a maximum of 14 calendar days from the date of return notification.

We recommend using a courier service with tracking and insurance.

4. Confirmation and refund

After receiving and checking the package in our warehouse:

  • you will receive a written confirmation of receipt of the return and acceptance (or, as the case may be, of the finding of non-conformities);
  • in the event of an accepted return, you will receive a refund of the eligible amount, within a maximum of 14 calendar days, according to the Refund of amounts paid section.

Defective or non-compliant products

Elorys.com makes every effort to deliver high quality products, consistent with the descriptions and images presented on the Website.
However, in the event that you receive a defective or non-conforming product (i.e. a product that does not correspond to the description on the Website or that has obvious manufacturing defects), please follow the procedure below:

1. Notification of defect or non-conformity

Please notify us in writing of the situation within 48 hours of receiving the package, by email to returns@elorys.com.

In the notification, please include:

  • the order number;
  • a description of the defect or non-conformity observed;
  • clear photos of the product and/or packaging, to allow our team to assess the situation as soon as possible.

2. Case management

Cases of defective or non-conforming products are treated with maximum priority by our team.

Depending on the situation and your preferences, we will offer you one of the following options, in accordance with the legal provisions in force:

  • replacement of the defective product with an identical product, if available in stock;
  • full refund of the amount paid for the product;

3. Related costs

In the event of returning a defective or non-conforming product, all shipping costs related to the return and possible delivery of a replacement product will be fully borne by ELORYS.

Note

Please inspect the product immediately upon receipt and contact us in a timely manner. Notifications submitted after the 48-hour deadline may be difficult to resolve and may no longer receive priority treatment.

The legal warranty

Products sold through the Website www.elorys.com benefit from the legal guarantee of conformity, in accordance with the applicable provisions of European Union law and the relevant provisions of national consumer protection legislation.

As a consumer, you benefit from a 2-year legal guarantee of conformity, applicable to any product purchased from the Website, starting from the date of delivery of the product.

The legal guarantee of conformity covers any non-conformity existing at the time of delivery of the product, manifested subsequently within the warranty period, in compliance with the legal conditions.

If a product proves to be non-conform within the warranty period, you have the right, according to the law, to bring the product into conformity, through free repair or replacement, depending on the nature of the non-conformity or, if this is not possible, to a proportional price reduction or to the termination of the contract and the reimbursement of the amount paid.

Elorys.com will promptly and professionally handle any notification regarding the lack of conformity of the products.

Note

This Return and Refund Policy is complementary to the legal guarantee and does not in any way affect the legal rights you have as a consumer, according to the legislation in force.

The rights conferred by the legal guarantee apply independently of any other commercial policies or contractual conditions offered by ELORYS.

Contact

For any questions, clarifications or assistance related to: the return procedure, the conditions for returning products, the refund of amounts paid, defective or non-compliant products or other aspects related to the Return and Refound Policy, please contact our Customer Service team, which is happy to provide you with personalized support at the email address: returns@elorys.com

The working hours of the Customer Service team are available on the Website, in the Contact section.

We are committed to responding promptly and professionally to all requests submitted.