RETURNS, REFUNDS & EXCHANGE + CANCELLATIONS

At EELU, we take pride in the exceptional quality of our handcrafted items. Our attention to detail in design, material, and construction is unyielding. And so is our commitment to customer satisfaction.

Our Aim is a customer’s complete shopping satisfaction. We believe that if the customer is happy with our services then he/ she will buy from us again. But sometimes the conditions/situations are not in our favor and if the customer is not happy with the product then the following terms apply for a mutually consented resolution of the situation. 

Returns & Refund Policy :

It applies to the following cases

  • If the item has a quality/manufacturing defect : 

In this case the item received by you is not as per the quality standards and has certain defect which you think* is not acceptable. If you feel the product is damaged or has a genuine manufacturing/quality defect, please do photograph this as soon as you have opened the packaging.

*Slight Variation in Colour/design/appearance from what you see on your computer/mobile screen wont be considered as a defect. Our products are 100% handmade in nature and it's absolutely normal to have slight variations. 

  • If the item is not which you have ordered: - 

It is the case when you receive an item other than what you ordered or misrepresentation of the item on the site due to a technical error.  Incorrect size or product has been delivered to you i.e. the product does not match the item in the order confirmation email

  • If the item needs to be exchanged -

It is the case when the item you received needs any size alteration or replacement owing to a change of mind. For exchange products, ship back charges would be borne by the customer 

  • If the item needs to returned completely -

Some of our items can be returned and a refund can be generated. However in that case we have a fixed AUD 30 charge which is deducted from the refund amount as service fee / operational expense

Suitable solutions as per conditions :

In all the conditions mentioned above, our customers are requested to contact us via e-mail at info@eelulifestyle.com or what's app +61404376567 within 24 hours of the receipt of your delivery.  Please mention your order number / contact details and product picture if possible.

Our customer support team will discuss with you and might ask for more details.

We would request you to send the product back to us in original condition on the address mentioned on our website. 

In case of exchange ,

  • The product will be exchanged for same value or higher price than the original purchased product (after the difference in payment is made).
  • We do not offer any refund of the difference of amount on exchanging the product priced lower than the original purchased item. 
  • EELU cannot be held responsible for unavailability or errors in listing of certain merchandise of your choice for exchange with the items you already purchased.

In case of quality defect / wrong item delivered.

  • Refund will be initiated in 7-10 working days from receiving the product in our warehouse.

Terms & Conditions

  • A used or damaged/ tampered product will not be eligible for return/refund or exchange.
  • Item must have the original packing, labels and tags intact, altered and illegible serial number will also void return.
  • Our team will check the item for any quality issues or any particular concerns as mentioned by you.
  • Please cooperate with our customer support team for a smooth refund/exchange process. 

 Sale items

Final sale and clearance items are considered the final sale and are non-returnable and non-refundable.

Cancellations Policy : 

EELU will accept cancellation of the orders within 24 hours of placing the order. If you need to cancel the order, please do so by visiting your account page on our website.  

Alternatively, you can email on info@eelulifestyle.com for any cancellation request within the stipulated time period mentioned above.

The refund amount for cancelled items shall be transferred back to the original source of payment within 2-3 working days after receiving the cancellation request.

Note:

There may be errors in the prices, descriptions or images of certain merchandise, and we must reserve the right to restrict orders of those items.

Certain merchandise may have strict no return/refund policies which would be mentioned in the product detail page of the website. 

Color Disclaimer :

We are not liable to refund the amount if product color is slightly different from actual because it is handmade textile product, so actual colors may vary.

Hand Block/Woven textiles and handicraft products are made almost entirely by hand. Imperfections that should be expected include:

-Discolouration
-Pattern variations / asymmetric pattern and seam placement
-Design and paint smudges

It is widely accepted that these unique attributes are not defects.

We adhere to extremely high standards in our production process, but it is important to stress that these textiles are inherently imperfect (and undeniably beautiful!)

Every digital screen has a different capability to display colours, so actual colours may vary. We try to edit our photos to be as accurate as possible, but we cannot guarantee that the colour you see accurately portrays the true colour of the product.