Return & Refund Policy

At Elaiya, your satisfaction is our priority. This policy explains how we handle returns, refunds, and cancellations for all orders placed through elaiya.ch.

Returns

All return requests must be submitted within 5 days of delivery by emailing info@elaiya.ch with your order number and a description of the issue.

We accept returns in the following cases:

  • You received a damaged product
  • You received the wrong product

Items must be unused, in their original condition, and in original packaging to be eligible for return.

Non-returnable items

  • Opened or partially consumed products
  • Products damaged during transit after accepted delivery
  • Returns requested more than 5 days after delivery
  • Items returned without prior approval from our team

Return process

  1. Email us at info@elaiya.ch with your order number and photos of the issue
  2. Wait for return approval and shipping instructions from our team
  3. Pack the item securely in its original packaging and ship to:

    IMPORTAS GmbH
    Schwaresterstrasse 2
    5604 Hendschiken, Aargau
    Switzerland

Please note: return shipping costs are the responsibility of the customer, except in cases where the product was damaged or incorrect.

Refunds

Once we receive and inspect your return, we will process your refund within 7 business days. Refunds are issued to the original payment method used at checkout. Please allow 1–2 billing cycles for the refund to appear on your statement.

Cancellations

Orders can be cancelled free of charge within 24 hours of placing the order. To cancel, email info@elaiya.ch with your order number as soon as possible. After 24 hours, the order will have entered processing and cannot be cancelled.

Receiving damaged deliveries

If your delivery arrives with visibly damaged packaging, we recommend refusing the delivery and contacting us immediately at info@elaiya.ch with photos. We will arrange a replacement or refund promptly.

Questions?

If you have any questions about this policy, please contact us: