Refund policy

Eella Concept Returns and Exchanges

Returns

If a customer wishes to return one or more items, they may do so within 14 days of receiving the order, provided 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) reach our facilities within 20 days from delivery.

To exercise their right of return, the customer must contact us via email at geral@eellaconcept.com, specifying the order number. The refund will be processed using the original payment method. Only complete orders may be returned, including products offered as part of any promotional campaign. All products must comply with the aforementioned conditions.

Instructions

To return an item, please follow these steps:

1 - Log in with the email used for the purchase. You must enter the email used for the purchase. After submitting this information, a 6-digit code will be sent to that email, which you must enter.

2 - In your customer account, you will find a page with a list of your orders. You must request the return for the respective order.

3 - After clicking on request return, you must choose the reason and provide the reason for the return in the notes.

4 - Once we receive the return request, you will receive an email with instructions for the return.

Refund Methods

If payment was made by credit card, the refund will be processed to the card and will appear on the next statement.

If payment was made via PayPal, the refund will be credited to the respective PayPal account and will be available immediately.

If payment was made by Multibanco, the customer will be asked to provide the account details to which they wish the refund amount to be transferred.

Returns of incomplete, damaged, or scratched products, as well as products without original packaging and/or tags, 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 be refunded and will have up to 10 business days to collect the item(s) from our facilities, bearing the collection costs.

Refund of Shipping Costs

Shipping costs will only be covered by Eella Concept if the responsibility for the return is attributable to us (examples: damaged products or shipment of products different from those ordered). Transportation costs will be the customer's responsibility 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) when they are in perfect condition (without having been opened or damaged).

Exchanges

Exchanges are not carried out. The customer must proceed with the return of the item(s), requesting a refund, and place a new order.