We want you to love every purchase from ELYRAA. If something isn't right, we're here to help. Please read this policy to understand when and how you can request a cancellation, return, or refund.
01
Order Cancellations
You may cancel your order under the following conditions:
- Before dispatch: Cancellations requested within 24 hours of placing the order are accepted with a full refund, provided the order has not yet been packed or dispatched.
- After dispatch: Once an order has been dispatched, it cannot be cancelled. You may initiate a return after receiving the parcel (see Return Policy below).
- To cancel, contact us immediately at contact.elyraa@gmail.com or WhatsApp with your order number.
Custom Sourcing Orders: Cancellations for custom-sourced items are only accepted before the sourcing process begins. Once we have started sourcing or procuring a custom item, cancellations cannot be processed.
02
Return Eligibility
We accept returns for the following reasons:
✅
Damaged / Defective
Item arrived broken, torn, or with a manufacturing defect
✅
Wrong Item Sent
You received a different product than what you ordered
✅
Misdescribed
Product is materially different from the listing
❌
Change of Mind
We cannot accept returns if you simply changed your mind
❌
Minor Colour Variation
Slight colour differences due to screen settings
❌
Used / Washed
Items that have been used, washed, or altered
Return requests must be raised within 7 days of receiving the order.
03
How to Raise a Return Request
Follow these steps to initiate a return:
1
Contact Us Within 7 Days
Email contact.elyraa@gmail.com or WhatsApp us with your order number and reason for return.
2
Share Photos / Video
Attach clear photos or a short video showing the issue (damage, wrong item, etc.). This helps us process your request quickly.
3
Await Approval
We will review your request within 2–3 business days and confirm whether it is approved.
4
Return the Item
If approved, we will share return shipping instructions. Items must be returned in original condition with all packaging and tags intact.
5
Refund or Replacement Issued
Once we receive and inspect the item, your refund or replacement will be processed within 5–7 business days.
04
Refund Policy
Approved refunds will be processed as follows:
- Original payment method: Refunds are issued back to the original payment method (Razorpay / UPI for India; PayPal for international).
- Processing time: Refunds typically take 5–10 business days to appear, depending on your bank or payment provider.
- Shipping charges: Original shipping fees are non-refundable unless the return is due to a defect or our error.
- International returns: Return shipping costs for international orders are borne by the customer, unless the return is caused by our error.
Store Credit Option: In some cases, we may offer store credit as an alternative to a refund — this will always be your choice, never imposed.
05
Non-Returnable Items
The following items cannot be returned or refunded under any circumstances:
- Spices, food items, and edible products — for hygiene and safety reasons.
- Custom-sourced or personalised items made specifically for your order.
- Items that have been used, worn, washed, or damaged by the customer after delivery.
- Items returned without prior approval from our team.
- Items returned after the 7-day return window has closed.
06
Damaged in Transit
If your order arrives visibly damaged:
- Photograph the damage before opening the parcel, if possible.
- Photograph the damaged item(s) clearly once opened.
- Contact us within 48 hours of delivery with the photos and your order number.
Claims for transit damage raised after 48 hours of delivery may not be accepted. Please inspect your parcel promptly upon arrival.
07
Exchanges
Currently, ELYRAA does not support direct exchanges. If you need a different size, colour, or product, you will need to:
- Return the original item (if eligible under the return policy above).
- Place a new order for the desired item once the return is confirmed.
We are working towards a smoother exchange process — updates will be reflected in this policy.