Refund policy

Effective Date: 11 August 2026

At Ellovique, product hygiene, safety and quality are extremely important to us.

Because our products include skincare, haircare, personal-care and wellness products, we follow a restricted-return policy.

1. Non-Returnable Products

For hygiene, safety and quality reasons, Ellovique products are generally non-returnable once delivered, particularly where the product has been opened, used, unsealed or tampered with.

This includes, but is not limited to:

* Face creams
* Face washes
* Body washes
* Body lotions
* Shampoos
* Conditioners
* Hair oils
* Massage oils
* Capsules and other wellness products
* Combo packs and promotional packs

Change-of-mind returns are not accepted.

For example, we cannot accept a return because:

* You ordered the wrong product
* You no longer require the product
* You do not like the fragrance/texture
* You have changed your mind
* You have opened or used the product

2. Exceptions — When We Will Help

We will investigate and, where applicable, provide a replacement or refund if:

* The wrong product was delivered
* The product was damaged during transit
* The product was received defective
* The product seal was visibly tampered with at delivery
* The product is materially different from what was ordered
* The product is otherwise covered by an applicable legal consumer remedy

3. Damage During Delivery

If your package arrives damaged, please contact us within 48 hours of delivery.

Please provide:

* Order number
* Photographs of the outer package
* Photographs of the product
* Photographs/videos showing the damage
* A brief description of the issue

We strongly recommend recording an unboxing video, particularly for high-value orders and combo packs.

4. Wrong Product

If you receive a product different from what you ordered, contact us within 48 hours of delivery with photographs and your order details.

After verification, we may arrange a replacement or appropriate resolution.

5. Opened or Used Products

For hygiene and safety reasons, opened or used products cannot ordinarily be returned or exchanged, except where the product is established to be defective or otherwise covered by applicable law.

6. Refunds

Where a refund is approved, it will generally be processed to the original payment method used for the purchase.

The time taken for the amount to appear in your account may depend on the payment gateway, bank or financial institution.

7. Cancellation

Orders may be cancelled before dispatch, subject to our ability to process the cancellation.

Once an order has been dispatched, cancellation may no longer be possible.

8. Consumer Rights

Nothing in this policy is intended to restrict or exclude any rights or remedies that cannot legally be excluded under applicable Indian law.