Return and refund policy
Return and Refund Policy – Élise de Vancouver
Can I return my order? Yes, this is possible. If you are not satisfied with the products you ordered, you may return them within 30 days of receipt. In this case, the order must meet the following conditions:
1. The order includes all appropriate parts and accessories, and the packaging arrived in exactly the same condition as the product.
2. Normal handling of the product is evident, and breakage due to negligent handling is excluded.
3. Products that are important for hygiene reasons must be thoroughly cleaned before the return process begins.
4. The product was found to be defective upon receipt.
5. We reserve the right to charge shipping costs to the buyer.
6. Returns are processed within 7 business days, and if the conditions are met, the return will be officially accepted within this period.
We reserve the right to refuse returned products if we suspect that the products have been used or damaged through no fault of our own.
How do I return my order? If your order meets the above conditions, you must do the following to initiate the return process:
• Send an email to: hello@elisedevancouver.com
• Make sure the email includes the following:
• Order number
• Reason for the return request
• Photo of the product in case of breakage
• Buyer’s full name
• Buyer’s address
We will then contact you and provide the return address. Never send the product back to the sender — the correct address will be provided after you have requested it. The shipping costs for returning the product are borne by the buyer.
CANCELLATION POLICY
The consumer has the right of withdrawal under the following provision, provided that the consumer is a natural person who enters into a transaction that is not predominantly related to their commercial or professional activity:
Right of withdrawal The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, received or accepted the last item.
As we operate a fully automated system, orders are fulfilled immediately after they are placed. Therefore, we are unable to interrupt the shipping process until delivery, so no refund is possible after receipt.
To exercise the right of withdrawal, you must inform us (Élise de Vancouver) by a clear statement (e.g. an email sent to hello@elisedevancouver.com) that you wish to withdraw from the contract. The withdrawal is complete when we have received the goods back. The costs of returning the goods are borne by the buyer.
Orders in transit As our goods are shipped from Asia, longer shipping times may occur over which we have no influence. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods and then return them. You may of course notify us of your cancellation in advance. For the fastest possible return, please send us the shipping confirmation.
Consequences of withdrawal If you withdraw from this contract, we will reimburse all payments received from you, excluding shipping costs, without undue delay and no later than fourteen days after we receive notice of your withdrawal and the returned goods. We will use the same payment method for the refund that you used for the original transaction, unless expressly agreed otherwise; you will not be charged for this refund under any circumstances.
ALL RETURNS ARE SHIPPED AT THE CUSTOMER’S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.