Exchanges and Returns
Exchanges and returns Eella Concept
Returns
If the customer wishes to return one or more items, they may do so within 14 days of receiving the order, provided that the products are intact, sealed, complete, and in their original packaging, which must not be damaged, altered, or scratched. The customer must ensure that the returned item(s) arrive at our facilities within 20 days of delivery.
To exercise your right of return, the customer must contact us via email at geral@eellaconcept.com, specifying the order number. The refund will be made using the original payment method. Only complete orders can be returned, including products offered as part of any promotional campaign. All products must meet the aforementioned conditions.
The item(s) should be sent to the following address:
Eella Concept - Rua Parque Norte 23, RC04 Braga, Portugal.
geral@eellaconcept.com
We will do our best to reimburse the customer quickly, however, a maximum period of 14 days from the receipt of the returned order at our warehouse is guaranteed.
Refund methods
If the payment was made by credit card, the refund will be credited to the same card and will appear on your next statement.
If the payment was made via PayPal, the refund will be credited to the respective PayPal account and will be available immediately.
If the payment was made via ATM, the customer will be asked to provide the account details to which they wish the refund to be transferred.
The return of incomplete, damaged, or scratched products, as well as products without the original packaging and/or label, or products showing signs of use, will not be accepted. If we receive any item in violation of the above conditions, the customer will lose the right to a refund and will have up to 10 business days to collect the item(s) from our facilities, bearing the collection costs.
Reimbursement of shipping costs
Shipping costs will only be covered by Eella Concept if the return is attributable to us (examples: damaged products or shipment of products different from those ordered). The customer will be responsible for shipping costs in situations where the reason for the return is attributable to them. If the return is the customer's responsibility, Eella Concept will only refund the value of the product(s) if they are in perfect condition (unopened and undamaged).
Exchanges
No exchanges are allowed. The customer must return the item(s), request a refund, and then place a new order.