Refund Policy

1 Cancellation and exchange

1.1 Once an order has been placed through our website, you can cancel or change it by sending us an e-mail (info@elaratoronto.com).

1.2 Once an order is packed, it cannot be cancelled or changed; instead, it must be returned to us in accordance with paragraph 10 below. Since our goods are shipped from Asia, there may be extended transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods and return them to us. Of course, you can notify us of your cancellation in advance. To guarantee you the fastest possible return, please send us a shipping confirmation. An early refund is possible at the earliest 16 weeks after receipt of the order if the goods have not been received.

1.3 Since we work with a fully automated system, orders are activated immediately after shipment. Therefore, unfortunately it is not possible to interrupt the shipping process until delivery, so a refund before receipt of goods is only possible up to 15 min after ordering.

2. Returns and refunds

2.1 Our Return Policy is part of these Terms and Conditions under which you may access and use our Website.

2.2 If you are not completely satisfied with your order, you may send an e-mail indicating which product you wish to return and return the product to us. The withdrawal period is 30 days from the day on which you or a third party named by you, who is not the carrier, received or took delivery of the last product.

2.3 Return shipments and costs are the responsibility of the customer.

2.4 The customer is entitled to a refund only if the product has been received by us. We will check the returned product upon arrival.

2.5 You will ensure that the Product is shipped to us in the same condition in which you received it and that it is properly packaged. The Product must be unused, labels on the Product must not have been tampered with and the Product must be in its original packaging. If a Product is returned to us in unsuitable condition, we reserve the right not to accept the return of the Product. If a Product is returned to us in damaged condition, we reserve the right not to accept the return of the Product.

2.6 Our processing time for returns depends on your order. You will receive your payment back within 30 days of receipt and approval of the return.

2.7 If we are satisfied with the condition of the returned Product, we will send you an email approving your return. After we notify you that your return has been approved, a refund will be issued shortly to the payment method used for the order. There is no charge for storage of the product.

2.8 The cancellation is complete when we have received the physical goods.

2.9 Since our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods and return them to us. Of course, you can notify us of your cancellation in advance. To guarantee you the fastest possible return, please send us a confirmation of shipment. An early refund is possible at the earliest 16 weeks after receipt of the order if the goods were not received.

3. Steps for cancellation

3.1 Request the return form from our support and return it to us filled out, signed and scanned.

4. Return the goods. Please use only a return method with a tracking number so that we can assign your return. This way you inform us about the return in advance and the goods received can be clearly assigned to the correct order. This is the only way we can guarantee a prompt refund. Upon receipt of the return, we will be informed of the receipt and the refund can be made. Please use only a shipping method with tracking number for the return so that we can assign your return.

4.1 The choice of delivery logistics requires the buyer to be responsible for the logistics method of customs clearance. The logistics method of the recipient's customs clearance cannot be used, otherwise the warehouse will not be able to receive the goods.) hier is de link naar onze refund policy