Return & Exchanges Policy

At Elora, we strive to ensure your complete satisfaction with every purchase. If you are not entirely happy with your order, please review our policy below:

1. What is your return & exchange policy?

1.1 Ready-to-Ship Items

Ready-to-ship items may be returned for a full refund or exchanged within 15 days from the date of delivery, provided that the items are unused, undamaged, and in their original condition with all tags intact. Customers are responsible for return shipping costs to Elora’s office in Hong Kong. We recommend using a trackable shipping service for returns.

1.2 Made-to-Order and Custom Items

Custom-made, altered, or special-order items are non-returnable and cannot be exchanged, as these pieces are uniquely designed for each customer.

2. How to Return or Exchange?

Contact our customer service team at customer@eloralab.com to initiate the return or exchange process. Please include your order number and details about the item you wish to return or exchange. We will provide you with the return address. Ship the item back to our office within the allowed return period, ensuring it is in original condition. Once we receive your return, we will process your refund or exchange request promptly.

3.When will I receive my refund?

Your refund will be issued back to your original method of payment as soon as your return is inspected and processed - typically within 72 business hours of receipt. 

4. Where will you refund my money? 

Refunds will always be returned to your original method of payment - no exceptions. 

5. What if the item has been used? 

All returned items must be in perfect resalable condition. We do not resell uesd products. If the returned item is deemed to not be in a resalable condition, we reserve the right to refuse a refund. Eg: scratches on metal, damaged packaging, pasted or missing diamonds etc.

Note: If you received a damaged or defective item, please contact us immediately for assistance. We will arrange for a free return or exchange.

6. What is your cancellation policy?

We allow cancellations for ready-to-ship items as long as the order has not been processed and shipped. For made-to-order items, cancellations can be made free of charge before the 3D design is confirmed. Once the 3D design is approved and production has begun, cancellations are no longer possible. If you wish to cancel after production has started, a 30% cancellation fee will apply to cover the costs incurred. Due to our automated system, the cancellation window is very short, so please contact us as soon as possible at customer@eloralab.com to request a cancellation.

We appreciate your understanding and are committed to making your Elora experience exceptional.