ELOWEN supports customer-friendly return and refund services to ensure your pleasant shopping experience. This policy complies with EU 14-day consumer protection regulations and global Shopify store standards.
1. Return Period You can apply for a return or exchange within 14 calendar days from the date you receive the package.
2. Return Conditions Returned items must be unworn, unwashed, undamaged, with original tags and packaging intact. Products with obvious wearing marks, stains, or artificial damage will not be accepted for return.
3. Non-Returnable Items Hygiene-related apparel, customized products, and clearance final sale items are non-returnable and non-refundable.
4. Return Shipping Fee If the return is caused by personal preference or size problem, the return shipping fee shall be borne by the customer. If the return is caused by our product quality problem, wrong item, or shipping error, we will bear the return cost.
5. Refund Process After we receive and inspect your returned items, we will process your refund within 3–7 business days. The refund will be returned to your original payment account. The arrival time depends on your payment platform’s processing rules.
6. Order Cancellation You can cancel your order for free before shipment. Once the order is shipped, it cannot be cancelled directly and needs to follow the return process after receipt.