Política de reembolso
Return policy
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS ARE THE CUSTOMER'S RESPONSIBILITY.
Return
Is it possible to return my order?
Yes, this is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. In this case, the order must meet the following conditions:
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The order still contains all the appropriate parts and components, and the products must be returned in their original packaging.
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Normal handling of the product is evident. Damage resulting from careless handling is excluded.
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Products for which hygiene is important must be thoroughly cleaned before the return process begins.
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Any damage to the product must be reported immediately upon receipt.
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We are entitled to charge the customer for the return shipping costs.
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A return will be processed within 7 working days. If all conditions are met, the return will be officially acknowledged within this period.
We reserve the right to refuse returned items if we suspect that they have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the conditions above, you must take the following steps to initiate the return process:
Send an email to support@ella-melbourne.com containing the following information:
- Order number
- Reason for the return request
- Photo of the product in case of damage
- Customer's first and last name
- Customer's address
We will then contact you and provide the correct return address. Never send the return to the original sender. We will provide the appropriate return address after receiving your request.
You, the customer, are responsible for the shipping costs of returning the product.
The consumer has a right of withdrawal in accordance with the following provisions, provided that the consumer is a natural person entering into a legal transaction for purposes that are not predominantly related to their commercial or professional activity.
A. CANCELLATION CONDITIONS
Right of cancellation
The cancellation 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 goods.
As we work with a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipping process once the order has been dispatched. Cancellation is no longer possible while the order is in transit.
To exercise your right of withdrawal, you must inform Ella Melbourne of your decision to withdraw from this contract by means of a clear declaration, such as an email sent to support@ella-melbourne.com.
The withdrawal process is completed once we have received the returned goods. The cost of returning the goods shall be borne by the buyer.
Record for shipments in transit
As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible.
Please wait until you have received the goods and then return them to us. You may inform us in advance of your intention to cancel. To help us process your return as quickly as possible, please send us the shipping confirmation.
Consequences of withdrawal
If you withdraw from this contract, we must refund all payments we have received from you, with the exception of delivery costs and any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us.
The refund will be issued without undue delay and no later than 14 days from the day on which we receive notification of your withdrawal and the returned goods.
For this refund, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you. You will not be charged any fees for this refund.
ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA OR THE NETHERLANDS AT THE CUSTOMER'S EXPENSE.