Return & Refund Policy

We want you to be satisfied with your Elianware purchase. This Return & Refund Policy explains when returns are accepted, how to start a request, and what to expect for exchanges, refunds, and damaged-item claims.

Last updated: August 2026.

1. Policy Overview

Because many Elianware products are household essentials with hygiene and packaging considerations, returns are assessed case by case. In general, we support returns for manufacturing defects, transit damage, and incorrect items shipped by mistake. Change-of-mind returns may be limited and, where accepted, may be subject to conditions such as unused condition, original packaging, and request timing.

2. Eligibility Window

Please inspect your order as soon as it arrives. To help us resolve issues quickly:

• Damaged or defective items: report within 7 days of delivery with clear photos of the product, packaging, and shipping label where available.
• Wrong item received: report within 7 days of delivery.
• Missing accessories / incomplete sets: report within 7 days of delivery.
• Change of mind (if applicable for your order type): request within 7 days of delivery; item must be unused, unwashed, and resaleable in original packaging with all tags/labels intact.

Requests outside these windows may still be reviewed for exceptional circumstances (for example, latent defects that could not reasonably be discovered earlier), but approval is not guaranteed.

3. Items That Generally Cannot Be Returned

Unless required by law or expressly approved by our team, the following are typically non-returnable:

• Products that have been used, washed, stained, or personally customised.
• Items returned without original packaging, manuals, free gifts, or bundle components.
• Products damaged by misuse, improper cleaning, heat exposure beyond stated limits, or unauthorised modification.
• Clearance / final-sale items marked as non-returnable at purchase.
• Hygiene-sensitive accessories once opened, where resealing for resale is not reasonably possible.

4. How to Start a Return

Please contact us through the Contact Us page or email esales@elianware.com with:

1. Order number and account email used at checkout.
2. Product name / SKU and quantity affected.
3. Reason for return (defect, damage, wrong item, etc.).
4. Photos or short video showing the issue clearly.
5. Preferred resolution: replacement, exchange, store credit, or refund.

Our team will review and reply with an RMA / return authorisation reference if the request proceeds. Please do not ship items back until you receive return instructions; unauthorised returns may be refused or delayed.

5. Return Shipping

If the return is due to our error (wrong item shipped) or a verified manufacturing / transit defect, we will typically arrange return logistics or reimburse reasonable return shipping as instructed in writing.

For approved change-of-mind returns, return shipping costs are usually borne by the customer unless a campaign expressly states otherwise. Returned goods should be packed securely to prevent further damage in transit.

6. Inspection & Resolution

Once we receive and inspect the returned goods, we will confirm one of the following outcomes:

• Replacement: same product (or closest equivalent if stock is unavailable).
• Exchange: different colour / size / model with price adjustment if needed.
• Refund: to the original payment method where possible.
• Partial refund / store credit: where only part of an order is affected or packaging is incomplete.

Inspection usually completes within several business days after the warehouse receives the parcel. Peak periods may take longer; we will keep you updated when timelines change materially.

7. Refund Timing

After a refund is approved, processing typically takes 7–14 business days depending on banks, card networks, or e-wallet providers. Your statement descriptor may vary by payment gateway. Shipping fees are refundable only when the return is caused by our error or a verified defect, unless required otherwise by applicable consumer law.

8. Order Cancellation Before Shipping

If your order has not yet been packed or handed to the courier, you may request cancellation by contacting us promptly with your order number. Once an order is in transit, cancellation is no longer available and the return process above applies after delivery.

9. Warranty Notes

Some products may include limited quality assurances against manufacturing defects under normal household use. Warranty coverage does not usually extend to normal wear and tear, discoloration from food pigments, scratches from abrasive cleaning, or damage from misuse. Please retain your order confirmation as proof of purchase.

10. Contact for Returns

Email: esales@elianware.com
Phone: +65 8124 9138
Business hours: Monday–Friday, 9:00AM–6:00PM (closed Saturday & Sunday).

We appreciate your patience while we verify claims carefully — it helps us protect genuine customers and maintain fair product quality standards.