Refund policy

At E-Lush, your satisfaction is our top priority. We strive to deliver high-quality skincare, makeup, and beauty tools to our valued customers. However, we understand that issues may sometimes arise, and we’re here to help.

1. Eligible Refunds

You are eligible for a full refund or exchange if:

You received the wrong product (different item, color, or specification than what was ordered).
In such cases, E-Lush will cover the return shipping costs and arrange for a replacement or full refund once the incorrect item is returned in its original, unused condition.

2. Damaged Products in Transit

If your product arrives damaged due to shipping, we offer two solutions:

Send a replacement of the same product free of charge.

Provide supplier contact details so the customer can return the item directly. In this case, the customer will cover the shipping costs, and the supplier will either issue a refund directly or send a replacement or gift card.

Please report the issue with photos of the damaged item within 3 days of receiving your order to info@e-lushmarkets.com

 

3. Non-Refundable Situations

We do not accept refund or return requests in the following cases:

If the product was misused, mishandled, or not used as intended.

If the order was placed by a customer under the age of 18.

If the product has been opened, tested, or used.

For sale items, gift cards, or purchases using discount codes, unless the product is defective.

4. General Return Terms

All return requests must be made within 14 days of receiving the product.

Returned items must be in unused, unopened condition and in the original packaging.

Shipping fees are non-refundable, except in cases of our error (wrong or defective item).

Refunds will be processed to the original method of payment, or a gift card may be issued if preferred.

5. How to Request a Refund

To request a refund, please email us at
info@e-lushmarkets.com  with:

Your order number

A clear description of the issue

Photos (if applicable)

We aim to review and respond to refund requests within 3–5 business days.