Refund policy
Refund Policy — Elara Clarke
At Elara Clarke, we want every customer to feel confident and satisfied with their purchase. If your order does not meet your expectations, we offer a return process under the conditions outlined below.
Please note that return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable.
Return Conditions
You may request a return within 30 days of receiving your order.
To be eligible for a return, your item must meet the following requirements:
- The product must be returned with all original parts, accessories, and packaging included.
- The item must be in its original condition and show no signs of damage caused by improper handling.
- Products that require specific hygiene standards must be clean and suitable for resale.
- Any defects or issues must be reported shortly after receiving your order.
Elara Clarke reserves the right to refuse returns if items show signs of use, damage, or conditions that are not related to a manufacturing defect.
All approved returns must be shipped using the return instructions provided by our customer support team.
How To Return Your Order
Step 1 — Contact Us
Send an email to:
Please use the subject line: "Return Request"
Step 2 — Provide Your Details
Include the following information in your email:
- Order number
- Full name
- Shipping address
- Reason for return
- Photos of the product (if the item is damaged or defective)
Step 3 — Wait For Return Instructions
Our team will review your request and provide the correct return address and instructions.
Please do not send your order back to the original shipping address. Wait until you receive confirmation from our team before returning your package.
Step 4 — Ship Your Return
Customers are responsible for the cost of returning their order to our designated return location.
Once your return arrives and has been inspected, we will confirm whether it meets our return requirements.
Order Cancellation
You may request to cancel your order within 14 days of receiving your final item.
To request a cancellation, please contact us at:
and clearly state your request.
Please note:
- Orders that have already been processed or shipped cannot be cancelled.
- If your order is already in transit, please wait until delivery and follow our standard return process.
Refunds
If your return is approved, we will refund:
✓ The amount paid for the returned products
Refunds will be issued using the original payment method.
Refunds are processed within 14 business days after the return has been approved.
Non-Refundable Costs
The following costs are not eligible for refunds:
- Return shipping fees
- Additional shipping costs
- Damage caused by improper use or handling
Important Return Notice
All approved returns must be shipped to the return address provided by Elara Clarke.
Do not send packages back to the original sender address. Always contact our customer support team first to receive the correct return instructions.
Contact Information
For any questions regarding returns or refunds, please contact:
Elara Clarke
Toronto, Canada
info@elara-clarke.com