Return & Refund Policy for Ellasie.com

At Ellasie.com, we aim to ensure every customer is delighted with their purchase. However, we understand that there may be times when you wish to return an item. Our returns policy complies with consumer rights regulations to ensure fairness and clarity for both personal and business customers.

Returns & Refunds Policy for Personal Customers

Return Eligibility

• Timeframe: You have 30 days from the date of receipt to notify us of your intent to return an item and initiate the return process.

• Condition of Items: Products must be unused, unopened, and in their original packaging, with hygiene and security seals intact.

• Supplements: For health and safety reasons, supplements must be sealed and in their original packaging to be eligible for return.

• Hygiene & Safety Regulations: Due to hygiene and safety standards, we cannot accept returns for opened, used items, or those with tampered hygiene seals.

• Faulty or Damaged Items: If an item arrives faulty or damaged, customers must provide a clear video (MP4 format) as evidence before a return can be approved.

• Products Purchased Over 6 Months Ago: We cannot accept returns for products purchased more than 6 months ago due to wear and tear considerations under consumer rights law.

Return Costs

• Customers are responsible for return shipping costs, except in cases where the item is faulty or incorrect.

• Return postage fees are non-reimbursable unless the item is deemed faulty or incorrect.

• Returns sent to an incorrect address or refused deliveries will result in no refund being issued.

Return Process

1. Contact Us: Email help@ellasie.com within 30 days of receiving your item to request a return.

2. Return Authorization: Our customer service team will provide return instructions.

3. Send the Item: Ship the item to the provided return address.

   • Returns sent to incorrect addresses or refused deliveries will result in the forfeiture of a refund.
4. Inspection & Refund: Once received and inspected, a refund will be processed if the return meets our criteria.

Refunds will only be processed once the returned item is received and inspected for compliance with our policy.

By purchasing from Ellasie.com, you agree to these terms.

 Refunds for Orders in Transit
Please note that we are unable to process refund requests for orders that are currently in transit. Once an order has been dispatched and is en route to the customer, it is considered fulfilled and non-refundable at that stage. If you no longer wish to keep the item upon delivery, you may return it in accordance with our return policy. Refunds will only be issued once the returned goods have been received, inspected, and confirmed to meet the eligibility criteria outlined in our full policy.

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Returns & Refunds Policy for Business Customers

Return Eligibility

• Timeframe: Business customers must notify us of their intent to return items within 7 calendar days of receipt.

• Condition of Items: Returns will only be accepted for unused, unopened products with hygiene seals intact. Items showing signs of use, damage, or tampering will not be eligible for a refund.

• Faulty or Damaged Items: Customers must provide a video (MP4 format) showing the issue before a return can be processed.

Post-7-Day Returns for Faulty Goods

• After 7 days, only repair or replacement will be offered for faulty goods.

• Business-to-business transactions are governed by the warranty agreed upon at the time of purchase.

• Returns for change of mind are not accepted for B2B sales.

By purchasing as a business customer, you agree to these terms.

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Contact Us
If you have any queries about returns, refunds, or warranty issues, please contact us at help@ellasie.com. Allow us 48 hours to reply.

We are committed to providing exceptional service and support for both personal and business customers.

*We do not work during weekends os Bank Holidays.

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Order Cancellations

• Orders placed by mistake or duplicated orders must be canceled within 1 hour of purchase, as we ship items daily.

• After 1 hour, the order may already be processed and shipped, making it ineligible for cancellation.

• To cancel an order, email help@ellasie.com as soon as possible.

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30-Day Money-Back Guarantee Terms

Love it or your money back – 30-Day Guarantee

We offer a 30-day money-back guarantee on your first unit only. If you're not satisfied, simply return the opened product within 30 days of delivery and we’ll issue a full refund — no questions asked.

To qualify:

• Only one opened item per household is eligible for a refund.

• Additional items (such as bundles of 2 or 3) must be unopened, unused, and returned in their original packaging for a partial refund.

• Refund requests must be submitted within 30 days of receiving your order.

Please note:

• Return shipping costs are the responsibility of the customer.

• All items must be returned to our facility in the United Kingdom (return address provided upon request).

• We are not responsible for any loss or damage that occurs during return shipping. We recommend using a tracked service to ensure safe delivery.

If you have any questions before initiating a return, our support team is here to help.

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Chargeback Policy

Refunds & Returns Compliance

Introduction:

At Ellasie.com, we are fully committed to maintaining high standards of service and providing quality products to both our B2B and B2C customers. We operate in full compliance with UK/US/EU laws and take chargeback fraud very seriously. This Chargeback Policy outlines the requirements for returns, refunds, and chargeback claims, and states the legal actions that will be pursued against individuals, companies, or financial institutions who abuse the chargeback system.

This policy applies to both B2B and B2C customers, and by making a purchase from our website, you are legally agreeing to all of our terms and conditions, including the provisions stated in this policy.

• Refunds will only be issued for items that have been properly communicated to us before a return is initiated.

• Customers must follow the outlined return process to qualify for a refund.

Chargebacks and Legal Action

If a chargeback is initiated without following our return procedures, it will be treated as fraudulent. We will take the following actions:

• Legal Action Against Customers: We will pursue legal action for chargeback fraud and unauthorized disputes.

• Liability for Chargebacks: Customers who initiate a chargeback without proper return evidence will be held liable.

• Bank’s Liability: If a chargeback is processed incorrectly, we will take action against the bank or financial institution for failing to adhere to consumer rights regulations.

Refunds will only be issued for returned items that have been properly communicated to us before a return is initiated. Customers must follow the steps outlined in our return policy to ensure their eligibility for a refund. This applies to items that are defective, broken, or any items customers wish to return within the 30-day period for any reason (including a change of mind).

To qualify for a refund, customers must meet all of the following requirements:

• Contact Ellasie.com: Before initiating a return, you must contact us using one of our approved communication methods to inform us of the issue or the reason for return. This can be done via:

  • Contact Form (on the contact page)
  • Email (help@ellasie.com)

   

• Provide Proof of Communication: You must provide evidence that you contacted Ellasie.com regarding the return of the item before proceeding with the return.

• Return the Product to the Correct Address: All returned items must be sent to the returns address provided by us. You must contact us for the correct return address, as it is different from our registered business address. This address is clearly stated in our returns policy and terms and conditions.

• Provide Courier Receipt and Tracking Information: You must provide proof in the form of a courier receipt and tracking information that shows the item has been received at the return address. Without this proof, your return will not be processed, and you will forfeit your right to a refund.

Failure to meet these requirements means that you forfeit your right to a refund. You cannot keep the product and demand a refund. The product must be returned, and the process followed correctly.

Bank’s Liability

If a chargeback is processed without evidence of a return or communication from the customer, and the customer has failed to follow our procedures, we will seek legal action against the bank or financial institution that approved the chargeback.

We will pursue all available legal remedies against the bank for breach of UK law, including the Consumer Rights Act 2015 and other relevant financial regulations. The bank will be held liable for the full amount of the chargeback, including any associated costs, legal fees, chargeback fees, and damages caused by the wrongful chargeback.

Consequences of Chargeback Abuse

Chargeback abuse is a serious crime, and we will take a zero-tolerance approach to those who attempt to exploit the chargeback system. We have successfully fought and won many chargebacks from customers who attempted to abuse the system. We are committed to protecting our business and will not hesitate to pursue legal action.

Chargeback fraud and theft will result in:

• Legal proceedings in UK courts to recover the cost of the product, legal fees, and damages.
• Criminal prosecution for theft and chargeback abuse, where applicable.
• Liability for banks and financial institutions that process chargebacks without evidence of return or communication.

• Legal action will be taken in UK courts to recover the cost of the product, legal fees, and damages.

• Criminal prosecution for theft and chargeback abuse may be pursued where applicable.

• Liability may extend to banks and financial institutions that process chargebacks without evidence of return or communication.

Why This Policy Exists

This policy exists to protect our business and genuine customers from chargeback fraud and abuse. We encourage open communication and are always willing to resolve issues fairly. Customers with valid concerns should reach out to help@ellasie.com for assistance.

We find that genuine customers who encounter issues with their orders are always proactive in contacting us and working with us to resolve the issue. It is only those customers who wish to retain the product and obtain a refund fraudulently who attempt to exploit the chargeback system.

Conclusion

By purchasing from Ellasie.com, you acknowledge and agree to all our terms and conditions, including this Chargeback Policy. We are a transparent and fair business committed to protecting both our customers and our reputation. We will take all necessary legal actions to prevent chargeback abuse and ensure that our terms and conditions are adhered to.

For further information, please refer to our full Terms and Conditions and Return Policy, which are accessible in the footer, header, on product pages under the price, and in the cart and checkout page footers.