Refund, Return & Exchange Policy

At Elancia, we aim to provide a smooth and satisfying shopping experience. Please read our Refund, Return & Exchange Policy carefully before placing your order.

1. Refund Policy

* **No Monetary Refunds:** We do not offer monetary refunds for delivered orders.
* Once an order has been delivered, the purchase amount will not be refunded. Eligible requests will be considered under our exchange policy, subject to the terms below.
* This policy does not exclude any rights customers may have under applicable consumer-protection laws.

 2. Return & Exchange Policy

* **Exchange Only:** Exchanges are permitted for clothing items only, for size or colour changes.
* **24-Hour Request Window:** Customers must raise a support ticket within 24 hours of delivery. Requests submitted after this period will generally not be accepted, subject to applicable consumer rights.
* **Maximum Two Exchanges:** Customers may exchange an order a maximum of two times. No further exchanges will be accepted after the second exchange, except where required by applicable law.

 3. Unboxing Video Requirement

* Customers must record a **continuous, unedited video while opening the parcel**, starting with the sealed package and continuing until the product is fully visible.
* The video should clearly show the shipping label, package condition, and product received.
* The unboxing video may be requested as supporting evidence for claims involving damaged, defective, or incorrect products.
* Any issue must be reported by raising a support ticket within 24 hours of delivery, along with the unboxing video and relevant order details.
* Claims will be reviewed by our customer support team in accordance with this policy and applicable consumer-protection laws.

4. How to Request an Exchange

To request an exchange, contact our customer support team and raise a ticket within 24 hours of receiving your order. Please provide your order details, the reason for the exchange, your preferred size or colour, and an unboxing video if requested.

All exchange requests are subject to verification and approval under this policy.

5. Important Information

* Monetary refunds are not available for delivered orders, except where required by applicable law.
* Exchanges are limited to clothing items for size or colour changes.
* Exchange requests should be submitted within 24 hours of delivery.
* A maximum of two exchanges is permitted per order.
* Customers should retain the original packaging until any reported issue has been reviewed.

6. Contact Us

For questions or assistance regarding refunds, returns, or exchanges, please contact Elancia through the customer support details provided on our website.

Thank you for shopping with Elancia!