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REFUND POLICY

Last updated: 12/15/2025

 

At Elumoria, customer satisfaction is important to us. Due to the nature of skincare products, we follow strict hygiene and safety standards. Please review our Refund Policy carefully before making a purchase.

 

1. Returns Eligibility

 

For hygiene and safety reasons, we do not accept returns on opened or used skincare products, including oils and soaps.

Returns are accepted only if:

  • The product arrives damaged or defective, or

  • You receive the wrong item

Returned items must be:

  • Unused and unopened

  • In original packaging

  • Reported within 48 hours of delivery

 

2. Damaged or Defective Items

 

If your order arrives damaged or defective:

  1. Contact us within 48 hours of delivery

  2. Include clear photos of:

    • The damaged product

    • The packaging

  3. Email: support@elumoria.com

Once approved, we will offer:

  • A replacement, or

  • A full refund, including shipping costs

 

3. Incorrect Orders

 

If you receive an incorrect item:

  • Contact us within 48 hours

  • We will arrange a replacement at no cost to you

 

4. Non-Refundable Items

 

We do not offer refunds for:

  • Opened or used products

  • Change of mind

  • Skin reactions (individual sensitivities vary)

  • Products purchased on sale or promotion (unless damaged)

We strongly recommend performing a patch test before full use.

 

5. Refund Processing

 

Approved refunds will be:

  • Issued to the original payment method

  • Processed within 5–10 business days

Processing times may vary depending on your bank or payment provider.

 

6. Shipping Costs

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  • Original shipping fees are non-refundable, except in cases of damage or incorrect items

  • Return shipping costs (if applicable) are the responsibility of the customer

 

7. Lost Packages

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If your order is marked as delivered by the carrier but cannot be located, please contact the courier first.

Elumoria is not responsible for packages marked as delivered but will assist in filing a claim where possible.

 

8. Contact Us

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For refund or return inquiries, contact:

Elumoria
Calgary, Alberta, Canada
Email: support@elumoria.com
Phone: +1 (403) 397-7909

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