Refund policy
Return, Refund & Withdrawal Policy
At Elmerrist, we want every customer to feel confident when placing an order with us. If your order is not right, please contact us and we will review your request according to the policy below.
This policy applies to purchases made through elmerrist.com. Nothing in this policy is intended to limit any mandatory consumer rights that may apply under local law.
1. Return Period
Return and exchange requests must be submitted within 14 calendar days from the date your order was delivered.
Requests submitted after 14 calendar days may not be accepted, unless required by applicable law.
2. Official Contact Method
All return, refund, exchange, cancellation, and withdrawal requests must be submitted only by email to our official customer support address:
We do not accept or process return, refund, exchange, cancellation, or withdrawal requests submitted through social media, direct messages, comments, or any other unofficial communication channels.
3. Information Required for a Return Request
To help us review your request, please include:
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your order number;
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your full name;
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the item you wish to return or exchange;
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the reason for your request;
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clear photos of the item;
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clear photos showing that the original tags are still attached;
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photos or videos showing any defect, damage, wrong item, or discrepancy, if applicable.
Please do not send any item back until your request has been reviewed and approved by our customer support team.
4. Return Approval and Return Address
The return address may be different from the address shown on the parcel, shipping label, or waybill.
Please do not send your return to the address shown on the original package.
Returns sent without prior approval or to the wrong address may be refused, rejected, or not processed.
Once your return request is approved, we will provide the correct return instructions and return address by email.
5. Condition of Returned Items
Returned items must be sent back in suitable condition.
To be eligible for return, the item must be:
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unused, unworn, and unwashed;
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free from stains, odors, makeup marks, deodorant marks, pet hair, damage, or signs of wear;
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returned with all original tags, labels, packaging, hygiene liners, protective seals, and accessories attached or included;
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securely packaged to avoid damage during return shipping.
We may refuse a return or reduce the refund amount if the returned item does not meet these conditions, where permitted by applicable law.
6. Items That May Not Be Returned
The following items are not eligible for return, exchange, or refund unless they arrive damaged, defective, incorrect, or unless otherwise required by law:
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items marked as final sale;
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gift cards;
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personalized or custom-made items;
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items that have been worn, washed, altered, stained, damaged, or returned in unsuitable condition;
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hygiene-sensitive items where tags, seals, hygiene liners, or protective packaging have been removed.
Certain hygiene-sensitive accessories, including earrings, may be final sale once packaging or seals are opened.
7. Incorrect Size, Color, or Style Selection
Please review the product description, size chart, color, style, and order details carefully before placing your order.
We are not responsible for incorrect size, color, or style selection made by the customer at checkout.
If you receive the wrong item, wrong size, wrong color, or wrong style due to our error, please contact us within 7 calendar days of delivery at info@elmerrist.com with your order number and clear photos of the item received.
8. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, incorrect, or significantly different from the product description, please contact us within 7 calendar days of delivery.
Email us at info@elmerrist.com and include:
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your order number;
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a clear description of the issue;
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photos or videos showing the defect, damage, incorrect item, or discrepancy;
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photos of the packaging, if relevant.
If the item is confirmed to be damaged, defective, or incorrect, we may offer a replacement, exchange, store credit, or refund, depending on the situation and applicable law.
9. Cancellations
Orders may be cancelled before they are processed or shipped.
Once an order has entered processing, we may be unable to cancel or amend it.
To request a cancellation, please email info@elmerrist.com as soon as possible with your order number.
Cancellation requests submitted through social media, direct messages, comments, or unofficial channels will not be accepted or processed.
10. Exchanges
Exchanges may be offered for eligible items, depending on product availability.
If you would like to request an exchange, please contact us first at info@elmerrist.com.
If the replacement item has a higher price, you may be required to pay the difference.
If the replacement item has a lower price, we may refund the difference to your original payment method or offer another solution, depending on the situation and applicable law.
11. Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or unless otherwise required by law.
Original shipping fees are non-refundable, except where required by applicable law.
We are unable to provide return shipping labels unless otherwise stated or required by law.
Please keep the tracking information for your return package until your return has been received and processed.
We recommend using a trackable shipping service. We are not responsible for returned items that are lost, delayed, damaged, or not delivered to us.
12. Refund Process
Once your return is received and inspected, we will notify you by email whether your refund has been approved or rejected.
If approved, the refund will be issued to the original payment method used at checkout.
Please note that banks, credit card providers, and payment processors may take several business days to post the refund to your account.
13. Partial Refunds or Refused Returns
A refund may be reduced or refused where permitted by law if:
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the item shows signs of wear or use;
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the item is not returned in its original condition;
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tags, labels, packaging, hygiene liners, seals, or accessories are missing;
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the item is damaged for reasons not caused by our error;
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the item is returned outside the approved return period;
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the item is returned without prior authorization.
14. Late or Missing Refunds
If your refund has been approved but you have not received it yet, please check your bank account first.
Then contact your credit card provider or payment processor, as posting times may vary.
Next, contact your bank, as there may be additional processing time before the refund appears.
If you have completed these steps and still have not received your refund, please contact us at info@elmerrist.com.
15. Delivery Issues, Lost Packages, and Incorrect Addresses
We are not responsible for packages marked as delivered by the carrier to the address provided at checkout.
We are not responsible for delays, failed delivery, or loss caused by incorrect or incomplete shipping information provided by the customer.
Please make sure your shipping address, email address, and contact details are accurate before placing your order.
We are not responsible for customs fees, import duties, taxes, or other charges that may apply in the destination country.
16. EU Customers Right of Withdrawal
If you are a customer located in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.
To exercise this right, you may use our withdrawal request function, if available, or contact us by email at:
Please include your name, order number, and a clear statement that you wish to withdraw from your purchase.
Withdrawal requests must be submitted through our official withdrawal request function, if available, or by email to info@elmerrist.com. We do not accept or process withdrawal requests submitted through social media, direct messages, comments, or unofficial communication channels.
After submitting a withdrawal request, you will receive a confirmation by email.
If the order has already been shipped or delivered, the item must be returned before a refund is processed, unless otherwise required by applicable law.
Refunds will be issued after we receive the returned item or valid proof that the item has been sent back.
EU customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or unless otherwise required by applicable law.
Returned items should be sent back in a condition that allows us to assess them. If an item has been used beyond what is necessary to inspect its nature, characteristics, and fit, a reduction may be applied to the refund where permitted by applicable law.
Certain products may be excluded from the right of withdrawal under applicable consumer protection laws, including personalized items, custom-made items, and sealed hygiene-sensitive items once opened.
This EU Right of Withdrawal section does not limit any mandatory consumer rights available under applicable law.
17. Contact
For return, refund, exchange, cancellation, or withdrawal requests, please contact us only through our official customer support email:
Requests submitted through social media, direct messages, comments, or unofficial communication channels will not be accepted or processed.