Order Terms & Conditions

Orders shipping returns and refunds

Our standard made-to-order timeline is a single 14-day timeline; general processing and transit windows are not added to it. We ship within India only. COD is available without a confirmation-call or OTP dispatch gate.

Once placed and paid, an order cannot be cancelled. Address corrections are permitted before dispatch. Eligible unused and unworn items with original tags and packaging are eligible for return or exchange requests raised within 7 days of delivery. Damaged, wrong or missing-item claims require a clear continuous unboxing video starting before the sealed package is opened and showing the package and product, submitted with order details within 48 hours of delivery. Photos alone are insufficient. Refuse a visibly tampered parcel and report it immediately.

Approved refunds are issued as a Elara Voss gift card, redeemable only on the Elara Voss online store. A ₹199 deduction applies to approved refunds on all orders, including damaged, defective, wrong-item and wrong-colour claims. This applies to prepaid and paid Cash on Delivery purchases. Refunds to the original payment method may be offered in select cases, subject to review and approval. The ₹199 deduction also applies to an approved source refund, except for the unavailable-stock exception below. Prepaid return-to-origin refunds are gift-card only.

If an item becomes unavailable after you place a paid order, we will notify you and let you choose either a Elara Voss gift card worth the actual amount paid for the unavailable item after discounts plus 20% (120% of that amount), or a refund of 100% of that amount to your original payment method. No ₹199 deduction applies to either option. The gift card is redeemable only on our online store. This applies to the unavailable items, not to other items that can be fulfilled. Your chosen refund is processed within 5–10 business days after your choice is confirmed. No return or warehouse quality inspection is required for an item that was never dispatched. If payment has not been collected, there is no payment to refund.

Once return to origin is initiated, we contact you about reshipping. If you decline or remain unreachable, we close the order and do not reship. Cash on Delivery orders cancelled at this stage are simply closed and nothing is owed. For prepaid orders that are not re-shipped, once the parcel is received back and clears quality check, the refund is issued only as a Elara Voss gift card, valid only on our online store, with ₹199 deducted from the refundable amount.

Refunds for returned products require warehouse receipt and QC clearance. Delivery disputes are investigated using courier proof of delivery; non-liability for loss or theft after delivery applies only when valid proof of delivery is established.

Operational policy updated 8 October 2026.