Returns & refunds

Pre-launch policy draft — not yet approved for accepting orders. Business details, the return address process and operational timeframes require merchant confirmation.

30-day sealed-item return policy

Request a change-of-mind return within 30 days of confirmed delivery. The item must be unused, unopened and in its original sealed packaging. Because ÉLAN is an intimate-wellness product, opened or used items and items with a broken hygiene seal are not eligible for a change-of-mind return where this exclusion is permitted by law. This is not an open-and-try guarantee.

Requesting a return

Use our contact form and include your order number and the reason for your request. The intended review period is within 3 business days. Wait for authorization and the return address before sending anything back. Retain evidence of your return shipment.

Approved refunds

Returned items will be inspected. Approved refunds are intended to be issued to the original payment method within 10 business days of receiving the return, subject to any shorter period required by law. Your payment provider may take additional time to display the credit.

Return shipping & original charges

For eligible change-of-mind returns, the customer normally pays return shipping. Original shipping and handling charges are non-refundable except where law requires otherwise. These conditions do not apply to remedies for faulty or incorrect goods where the seller must bear the costs.

Damaged, faulty or incorrect items

Contact us promptly, preferably within 48 hours, with your order number and supporting photographs. This preferred reporting period is not a deadline that removes your legal rights. The team will arrange an appropriate replacement, refund or other remedy. Do not discard the item until you receive instructions.

Order changes & missing parcels

Orders enter processing promptly, so a cancellation or address change cannot be guaranteed after placement. Contact us immediately for assistance. Report missing parcels so the carrier can investigate.

Your statutory rights

This policy does not exclude or restrict mandatory consumer rights, including any applicable withdrawal rights or rights for defective, misdescribed or undelivered goods.