Account Cancellation

Customers can cancel their accounts at any time without prior notice. There is no obligation to maintain an account, and cancellation can be done through your account page. Once we receive your cancellation request, Ellalan will process it and notify you as soon as it is completed. Please be aware that if your account is disabled for any reason, you will no longer have access to the Ellalan website. To reactivate your account, please contact us at [email protected] .

Order Cancellation

If you wish to cancel an order after the goods have been dispatched or delivered, please send a written notice via email within 14 working days of receiving the items.

Please note that you cannot cancel orders for items that are perishable, have a short shelf life, or include frozen food. These items are classified as “perishable food and drink” and are non-refundable.

For health and hygiene reasons, certain sealed items—such as personal grooming products (e.g., hair accessories, shavers, waxing kits, electric toothbrushes)—will be considered used if unwrapped and cannot be returned if they are not in their original unused condition.

Cancellation will only be accepted with the customer’s written consent. We request that you return the products to our warehouse as soon as possible after cancellation. Customers are responsible for the care of the products during the cancellation period.

You must return the goods to the following address at your own expense, unless we delivered the item in error or the item is damaged or defective, in which case we will cover the return costs.

If you receive any damaged or substandard perishable goods, please email our customer service team with a photo of the product attached. If the image confirms the product is damaged or of poor quality, we will issue a refund for the product and arrange for its collection if necessary.

Please note that shipping charges are non-refundable. All canceled orders will be refunded only for the item price as stated on the invoice; any service or shipping charges will not be refunded.

Guidelines for Order Cancellation

Customers are entitled to a 14-day cooling-off period for all items sold by Ellalan that are not classified as perishable or personal hygiene products. This period begins from the day you receive your order (Saturdays, Sundays, and public holidays are not counted as working days).

To cancel an order, customers do not incur any charges but are responsible for the cost of returning the goods. You must notify us of your cancellation in writing or by calling our customer service team. Our customer care representatives can provide alternative solutions if needed. If you choose to proceed with the cancellation, we will either cancel your order or accept the returned product.

You must return the goods to our contact address in their original condition at your own expense (unless we delivered the item in error or it is damaged or defective) as soon as possible after cancellation.

We reserve the right to charge for the direct costs of recovering the goods if you do not return them or if you return them at our expense.

Please inform us once you have canceled your order or returned any products to our warehouse, so we can process your refund. Refunds will be issued within 3-5 working days after the product is received at our warehouse.

Please remember that shipping charges are non-refundable. All canceled orders will only be refunded for the item price as stated on the invoice; service or shipping charges will not be refunded.

Terms & Conditions for Order Cancellation

• Customers must cover the delivery fees to return products to our warehouse.
• Customers are responsible for returning the products to our warehouse.
• Customers must ensure that the products are adequately packed for safe shipment.
• Customers are fully responsible until the products arrive at our warehouse. Any damage incurred during return shipping will be deducted from the refund.

Customer Responsibilities

We recommend that customers open their parcels as soon as they receive them. All fresh vegetables should be stored in a refrigerator, and frozen items should be placed in a freezer immediately upon delivery. If you are not satisfied with any item, please contact our Customer Service Team within 24 hours of receiving your parcel by emailing or calling us.

Please note that photo proof is required for any quality complaints. Customers are also requested to sign for the delivery upon receipt.