سياسة الاسترداد

Refund & Return Policy

1. Overview

At elashGance Cosmetics Trading L.L.C, we want you to be completely satisfied with your purchase. However, due to the nature of our products (cosmetics and personal care), we must maintain strict hygiene standards to protect all our customers.

2. Returns Eligibility

To be eligible for a return, the following conditions must be met:

  • Unopened & Unused: The product must be in its original, unopened packaging, with all seals intact.
  • Timeframe: You must request a return within 7 days of receiving your order.
  • Proof of Purchase: A valid receipt or order number from elashgance.ae is required.

Non-returnable items:

  • Products that have been opened, tested, or used.
  • Items purchased during "Final Sale" or promotional clearance events.
  • Personalized or custom-made beauty sets.

Revised Refund Clause (Strict Hygiene Policy)

Returns & Refunds Conditions:

  • Refusal of Delivery: A full refund will only be issued if the customer refuses the delivery at the doorstep and the package is returned to us by the courier in its original, uncompromised shipping seal.
  • Post-Delivery Policy: Once a delivery has been accepted and the package has entered the customer's possession, no returns or refunds will be granted.
  • Rationale: Due to strict health and hygiene regulations in the UAE regarding cosmetic products, we cannot verify if a product has been opened, tested, or tampered with once it has been handled by the customer. Therefore, to ensure the safety of all our clients, elashGance Cosmetics Trading LLC is not held responsible for refunds once the item has been successfully delivered and accepted.

3. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged during transit, defective, or if we sent the wrong item:

  • Please contact us immediately at info@elashgance.ae within 48 hours of delivery.
  • Include your order number and clear photos of the damage or the incorrect item.
  • We will arrange a replacement or a full refund at no additional shipping cost to you.

4. Refund Process

Once your return is received and inspected by our team in Dubai:

  • We will notify you via email regarding the approval or rejection of your refund.
  • Approved Refunds: The refund will be processed back to your original payment method (Credit/Debit Card).
  • Processing Time: Please allow 7 to 14 business days for the refund to appear in your account, depending on your bank's policies.

5. Shipping Costs for Returns

  • If the return is due to a change of mind (and the product is unopened), the customer is responsible for the return shipping fees to our warehouse in Deira, Dubai.
  • Original shipping charges are non-refundable.

6. Cash on Delivery (COD) Refunds

For orders paid via Cash on Delivery in the UAE:

  • Refunds will be issued either as Store Credit (via a discount code) or via Bank Transfer to a UAE-based bank account. We do not offer cash refunds for online returns.

7. Cancellations

You may cancel your order within 1 hour of placement, provided it has not yet been dispatched. Once the order is with our courier partner, it can no longer be cancelled and must follow the standard return process.