Replacement and Return Policy

At E’LOUR, placing our customers' satisfaction and happiness with our luxury fragrance products is our top priority. Given the special and sensitive nature of perfumes and fragrance products, we have established a clear and fair exchange and return policy that ensures customer rights while fully complying with official regulations and laws concerning consumer protection and e-commerce.

First: Timeframes and Conditions for Request Acceptance

  • Returns: Customers have the right to submit a product return request through the store's official channels within a maximum period of 7 days from the date of receiving the shipment.
  • Exchanges: Customers have the right to submit a product exchange request through the store's official channels within a maximum period of 15 days from the date of receiving the shipment.
  • Original Condition of the Product: To accept any exchange or return request, it is strictly required that the perfume bottle and its packaging remain in their exact original condition as received, including all accessories, with the outer plastic wrap intact, unopened, and unremoved.

Second: Crucial Exceptions (Specific to Perfumes)

  • Opened Perfumes: Out of a commitment to public health, safety, and hygiene, and due to the nature of fragrance products, it is strictly prohibited and an exception to return or exchange any perfume bottle whose outer plastic wrap has been opened, sprayed, or tested—unless there is a manufacturing defect in the bottle or the spray pump.
  • Complimentary Samples: If a trial sample was included with the main perfume bottle, the customer is permitted to test the sample only. Should they wish to return the product, the main perfume bottle must be returned sealed in its original condition along with the sample.

Third: Manufacturing Defects and Damage Cases

  • If the perfume bottle arrives damaged or broken due to the shipping process, if there is a manufacturing defect such as a leaking bottle or a faulty spray pump (atomizer), or if a different perfume than the one ordered is received:
    • E’LOUR store will immediately replace or return the perfume.
    • The establishment will bear all shipping and delivery expenses resulting from returning the damaged perfume and sending the replacement, without charging the customer any additional fees.

Fourth: Shipping Fees for Customer-Initiated Requests

  • If the exchange or return request is based on the customer’s personal preference (provided the condition that the outer wrap has never been opened and the product remains intact is met), the customer will bear all shipping and delivery costs and fees incurred for the return and reshipment.

Fifth: Refund Mechanism

  • Returned perfumes are inspected immediately upon arrival at our facility to verify that the outer packaging has not been opened and that they are in entirely pristine condition.
  • Once the request is approved, the process of refunding the amount to the customer will begin via the same payment method used during the purchase.

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