Refund policy

Return and refund policy

Last updated: 8 November 2026.

Right of withdrawal and free returns

Consumers may notify us of withdrawal without giving a reason within 14 days of receiving the products. For a single order delivered in separate shipments, this period starts when the last item is received. Returns are free and no restocking fee applies.

Before shipping a return, email ELIA MAISON at elialuxuryllc@gmail.com with your order number and the items to be returned. We will provide free return instructions and the correct address. Do not send the parcel to an unconfirmed address. An unequivocal withdrawal notice sent within the deadline is sufficient to exercise your right; it does not depend on discretionary approval. Any delay in our reply will not prejudice your rights.

Products must be returned within 14 days of notifying us of withdrawal, following the instructions provided. Keep them safe, together with included accessories, and use suitable protective packaging, preferably the original packaging. You are liable only for any reduction in value resulting from handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Merely opening the packaging does not automatically exclude your right to withdraw.

Refunds

Following withdrawal, we refund the amounts due within 14 days of notification, using the original payment method unless otherwise agreed at no cost to you. Where permitted by law, we may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first. You will not be required to accept a store voucher instead of a refund. Processing times for the credit to appear depend on your payment provider.

Faulty, damaged or non-conforming products

If you receive an incorrect, damaged or faulty product, email us with your order number and a description of the issue. Photographs may help us assess it. We will not impose reporting deadlines that reduce your statutory rights.

Consumers in the European Union benefit from the statutory conformity guarantee of at least two years from delivery, without prejudice to any greater protection under applicable national law. Where provided by law, you are entitled to free repair or replacement and, when the relevant conditions are met, a price reduction or termination with a refund. The seller bears the costs necessary to remedy non-conformity, including transport.

Optional withdrawal notice template

To: Elia Luxury FZ-LLC — elialuxuryllc@gmail.com.
I hereby withdraw from my purchase of the following items: …
Order number: …
Order date and date received: …
Customer’s name and address: …
Date: …
Customer’s signature only if this notice is submitted on paper.

Please also read our Terms of sale.