Refund policy

Returns & Exchanges

At Eleganz, we carefully inspect every item before dispatch. Returns and exchanges are accepted only in the following cases:

• The product arrives damaged.
• An incorrect product is delivered.
• Items are missing from the order.

Important: Full Unboxing Video Required

To report any damage, missing items, or incorrect products, a clear 360° unboxing video is mandatory. The video must show the parcel being opened from start to finish without cuts or edits.

Claims submitted without a complete parcel-opening video will not be accepted. No exceptions can be made, regardless of previous order history.

Please Note

• Minor variations or small imperfections such as loose threads, tiny marks, or minor stone adjustments are not considered damage.
• All claims must be reported within 24 hours of delivery.
• Return shipping is free for approved claims involving damaged, incorrect, or missing items.
• For returns requested for any other reason, return shipping fees may apply and vary based on the customer's location.
• Once the returned item is received and inspected, the refund will be issued to the original payment method used for the purchase.

Our policies help ensure a fair and transparent experience for all customers.