At Ellalan, your satisfaction with our products and services is our top priority. If you are not satisfied with your purchase and wish to return an item, we are happy to offer refunds or exchanges, provided the goods are in a fully resalable condition. To initiate this process, please email us at [email protected] 

Return Restrictions

The return process may vary based on the nature and category of the product, as detailed in our cancellation policy and terms & conditions. The following items are excluded from our returns policy: fresh produce, frozen items, gift vouchers, beauty products, food products, food gift sets, and incense products. These items can only be returned in accordance with your legal rights.

Refunds for the excluded products will be issued in compliance with your legal rights. If you receive a product that is faulty, damaged, or unfit for its intended purpose, please contact us immediately via email or phone. You may be required to provide photographic evidence of any damaged items.

Returning Other Products

You may return other unopened goods within 3 days of receipt. Subject to inspection and acceptance, we will issue a refund or provide replacements as applicable.

Refunds will be processed using the credit/debit card used for the original transaction. Please note that shipping and handling charges will be deducted from your refund. In cases where an order qualified for free shipping, we will deduct our shipping costs from the refund. We reserve the right to deduct any additional charges incurred, such as credit card transaction fees, picking/packing costs, restocking fees, packaging materials, and return postage fees.

Requesting a Refund or Replacement

To request a refund or replacement, please contact us first via email, telephone, or live chat on our website. You will need to return the goods to us at your expense for inspection. Ellalan is not responsible for any goods lost or damaged in transit, so we recommend obtaining proof of posting.

Uncollected Packages

Any uncollected packages returned to us that contain fresh produce or vegetables will require inspection before any refund can be issued. Other products that may be stained or damaged by the fresh produce or vegetables will not be eligible for a refund.

Goods Sent in Error

Any goods mistakenly dispatched by us remain the property of Ellalan. If you receive an item that you did not order, please contact us within 2 days to arrange for collection.