Refund policy

Cancel order

To cancel your order please contact us within 2 hours since you place an order. We will be able to cancel your order and fully refund your account under the condition that your order has not been fulfilled yet in our warehouse. If your order is fulfilled we are not able to cancel or return your order back to us.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Contact us directly at info@elynur.com.

 

Shipment

Refunds for postage are not provided in cases of lost, unclaimed, or undeliverable packages subsequent to their arrival at the designated country. In the event that a package is returned due to being undeliverable or unclaimed, it becomes the customer's responsibility to engage with the postal carrier for resolution. Additionally, any duties, taxes, import fees, customs charges, or similar expenses incurred are not our responsibility. Should you not receive your order within the estimated delivery time frame, and if it becomes evident that the package has not reached the destination country, we retain the right to re-dispatch the order within 60 days from the date of purchase. Refunds will only be considered after this period has lapsed.

 

Exchanges

We solely offer replacements for items that are defective or damaged. If you require an exchange for the identical item, please reach out to us via email at info@elynur.com , and we will provide you with the appropriate address and steps to send the item back to us.

 

Returns

To initiate the return of Purchased Product(s), the Customer must notify Elynur within seven (7) days through either of the following means:

 

Utilizing the Return Form provided on the Website. The completed form can be mailed to info@elynur.com.

In either case, the Customer must specify a) the relevant Product(s) for return reason and b) the order receipt number.

 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, gift cards or open/used items.

 

Conditions for Returns

2.1 Timeframe for Returns

 

Purchased Products must be returned within seven (7) days from the date on which the Customer or the individual for whom the Product was purchased informs Elynur of their intent to return the Product(s).

 

2.2 General Return Conditions

 

Purchased Product(s) must be returned in their original, unaltered, unused, and undamaged state, complete with their original packaging, original tags, labels, sealed and any associated documents (such as instruction labels, booklets, and Product certificates).

 

2.3 Adherence to Return Conditions (All Products)

 

Elynur will not initiate refunds for Purchased Product(s) if the returned Product(s) fail to meet the conditions outlined in section 2.2 above.

 

Upon return the warehouse will inspect the parcel. If in any case the return product(s) is/are not meeting the criteria; Elynur has the right not to proceed with the refund.

 

2.4 Miscellaneous

 

Refunds will not be processed for Product(s) obtained from a marketplace other than the Website which the client should contact us via his email that the order made and provide us the order number and full name.

 

2.5 Non-Compliance with Return Conditions

 

Should a returned Product fall short of the stipulated return conditions mentioned in section 2.2, Elynur will not send the Product back to the address provided by the Customer in the return form.

 

2.6 Return Costs

 

The customer will bear the costs of return postage, sending the courier label to the Customer prior to dispatching the Product for exchange or return and 5% customs import taxes (UAE import rate). The Customer is then required to deliver the parcel to their chosen collection point. Within 14 days of receiving the Product and product passes the inspection, Elynur will deduct the Customer for the return costs.

 

Refunding Orders

Elynur will refund the returned products price, deduct the delivery costs and 5% customs import taxes (UAE import rate) by crediting the difference at the credit or debit card used for payment. In cases of partial returns, delivery costs will not be refunded if the Customer benefitted from the delivery service for retained products. Refunds will be processed within fourteen (14) days, starting from either (i) the return of the products or (ii) the final inspection report date. Please be aware that Elynur may reduce the refund amount to account for any reduction in the value of the Products resulting from handling beyond what's necessary to ascertain their nature, characteristics, and functionality.