Return & Refund Policy

Effective Date: 03/05/2026

Thank you for shopping with Elara by Atelier. We take great care in selecting, packing, and delivering our products to ensure they reach you in good condition. Please read our Return & Refund Policy carefully before making a purchase.

1. All Sales Are Final

All purchases made with Elara by Atelier are final. We do not offer returns, exchanges, or refunds under normal circumstances.

For in-store purchases, every item is carefully inspected and handed over in good condition at the time of billing. Once a product is sold, we are unable to take responsibility for any damage thereafter, as we cannot verify the conditions under which it has been used, stored, or handled.

2. Cases Eligible for Review

Return, replacement, or refund requests will only be considered in the following exceptional cases:

• You receive a damaged product
• You receive an incorrect product different from what was originally ordered
• A required item is missing from the delivered package

3. Mandatory Unboxing Video for Claims

In the unlikely event that you receive a damaged, missing, or incorrect item, an unboxing video is mandatory for us to review and verify your claim. Claims without a valid unboxing video will not be accepted.

The unboxing video must:

• Clearly show the sealed parcel from all sides before opening (360° view)
• Capture the complete unboxing process in one continuous recording
• Show all contents received inside the parcel
• Have no cuts, edits, pauses, or interruptions

4. Reporting Timeline

Any concern regarding a damaged, missing, or incorrect item must be reported to us within 48 hours of receiving the order. Requests raised after this period will not be considered.

5. Conditions for Return Approval

If your request is reviewed and approved by our team, the product must be returned in its original condition, unused, and with all original packaging, tags, and accessories intact. Once the returned item is received and verified, any applicable refund will be processed.

6. Refund Processing

If a refund is approved after verification of the returned item or claim, the refund will be processed within 3 working days. The time taken for the amount to reflect in your account may depend on your payment provider, bank, or financial institution.

7. Non-Returnable / Non-Refundable Situations

We do not accept returns, exchanges, or refunds in the following situations:

• Change of mind after purchase
• Dissatisfaction with size, color, design preference, or personal expectation
• Damage caused by wear and tear, improper handling, misuse, accidental damage, or poor storage after delivery
• Products returned without original packaging or in used / altered condition
• Claims submitted without a proper unboxing video where such proof is required
• Requests raised after the 48-hour claim period

8. Product Appearance and Minor Variations

Slight differences in color, shine, finish, texture, or appearance may occur due to photography lighting, screen resolution, monitor settings, or handmade / design variations. Such minor variations are not considered defects and will not qualify for return, refund, or exchange.

9. Elara’s Right to Review Claims

All return, replacement, and refund requests are subject to review and approval by Elara by Atelier. We reserve the right to reject any claim that does not meet the conditions stated in this policy or where sufficient proof is not provided.

10. Contact Us