Refund policy

Shipping, Delivery & Returns Policy

1. Delivery Verification & Product Inspection

For security purposes, our delivery partners may require an OTP (One-Time Password) before handing over your package. This step is in place to ensure that your order reaches the right hands and is not intercepted or misdirected during the final stage of delivery.

Customers are strongly advised to inspect the outer packaging carefully before sharing the OTP or signing for the delivery. If the package appears damaged, tampered with, opened, leaking, or otherwise compromised in any way, please do not accept the shipment. Refusing delivery in such cases protects your interests and allows us to investigate and resolve the matter more effectively.

To help us resolve any delivery-related concerns quickly and fairly, customers are advised to record a continuous, uninterrupted unboxing video from the moment the sealed package is opened until all contents are fully visible. The video should clearly show the shipping label, the sealed outer packaging prior to opening, the complete unboxing process, and all products received. Failure to provide a clear and uninterrupted unboxing video may limit our ability to investigate claims relating to missing, incorrect, damaged, or tampered items.

2. Damaged, Missing, Incorrect, or Tampered Orders

If you receive a damaged product, a missing item, an incorrect item, or a tampered package, please contact us within 48 hours of delivery at helpdesk@elioreessentials.com. Your message should include your order number, clear photographs of both the package and the product, a continuous unboxing video, and any delivery observations noted at the time of receipt. Our team will review the claim thoroughly and provide an appropriate resolution based on the evidence submitted.

3. Refusal of Delivery

If the package appears visibly damaged, tampered with, or compromised during transit, customers are encouraged to refuse delivery at the time of handover. Once the package is returned to us and inspected by our team, we may, at our sole discretion, reship the order, issue store credit, or provide another suitable resolution depending on the nature of the issue and the findings of our inspection.

4. Missing Claims After Accepted Delivery

Claims regarding missing products, incorrect quantities, wrong items, or empty boxes must be supported by a clear and uninterrupted unboxing video recorded at the time of opening the package. Claims submitted without sufficient supporting evidence may not be eligible for replacement, refund, or store credit. We strongly encourage all customers to follow the unboxing video practice as a matter of routine to safeguard their interests in the event of any discrepancy.

5. Return Eligibility

Due to the personal nature of fragrances, attars, skincare, rose water, and other personal care products, we do not accept returns for reasons of change of mind, personal fragrance preference, unmet product expectations, or for products that have been opened or used. Returns will only be considered in cases of transit damage, manufacturing defects, or an incorrect product being received, and all such cases are subject to verification by the Eliore team before any resolution is offered.

6. Refunds & Replacements

Approved refunds or replacements will be processed only after the product has been returned to our designated address (if requested by our team) and the returned item has been inspected and verified by our quality team. Refund timelines may vary depending on the payment method used at the time of purchase. Please note that shipping charges are non-refundable unless the error was caused directly by Eliore Essentials.

7. Delivery to Alternate Recipients

If a customer authorizes a family member, friend, neighbor, receptionist, security personnel, or any other third party to receive the package on their behalf, delivery will be considered successfully completed once the package has been accepted by that individual. Any concerns regarding the condition or contents of the package must still be supported by the required evidence as outlined in this policy, regardless of who accepted the delivery.

8. Shipping Charges

Shipping charges are calculated based on order value, destination, package dimensions, and any applicable promotions active at the time of purchase. All shipping charges will be clearly displayed during checkout before payment is completed, so customers are fully informed of any delivery costs prior to confirming their order.

9. Fraud Prevention & Claim Verification

Eliore Essentials reserves the right to investigate all claims relating to damaged, missing, incorrect, or tampered deliveries. Claims found to be fraudulent, misleading, or unsupported by sufficient evidence may be rejected at our discretion. We reserve the right to refuse future service to customers who repeatedly abuse our replacement, refund, or claims process. We are committed to being fair and transparent in all our dealings, and we expect the same from our customers.

10. Contact Us

For any order-related concerns, queries, or complaints, please reach out to our support team at helpdesk@elioreessentials.com. Please include your order number and all relevant supporting evidence in your message to help us assist you as quickly and effectively as possible. We aim to respond to all queries in a timely manner and are committed to resolving every concern with care and diligence.

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