Política de reembolso
Return & Refund Policy
Effective Date: 24 February 2026
At Elara Maison, product integrity and client care are part of the same standard of excellence. While we design and curate with precision, we understand that in certain circumstances a return may be necessary.
This Return & Refund Policy (the “Policy”) sets out the conditions, timelines, and procedures applicable to products purchased via www.elaramaison.com (the “Website”).
This Policy applies in addition to — and does not limit — your statutory rights under applicable consumer protection laws.
For consumers located in the European Union (EU), European Economic Area (EEA), and the United Kingdom, this includes the legal Right of Withdrawal for distance contracts, where applicable and subject to statutory exceptions.
Where local mandatory consumer law provides stronger protection than this Policy, such mandatory provisions shall prevail.
1. Return Eligibility
You may exercise your right to return a Product within 14 calendar days from the date on which the Product is delivered to you (or to a third party indicated by you), subject to the conditions set out below.
To qualify for a return, the Product must:
- Be in original condition, without signs of use beyond what is reasonably necessary to examine its nature, characteristics, and functionality — comparable to inspection in a physical showroom;
- Be returned with all original packaging, including protective materials, labels, manuals, hardware components, and accessories;
- Not have been assembled, installed, mounted, altered, customized, repaired, treated, or otherwise modified in any way;
- Not show damage resulting from handling beyond standard inspection.
You are responsible for taking reasonable care of the Product while it is in your possession prior to return.
Where a returned Product shows signs of diminished value resulting from handling beyond what is necessary to establish its nature and characteristics, we reserve the right — where permitted by applicable law — to apply a proportionate value deduction reflecting the reduction in resale condition.
Returns that do not meet the above criteria may be:
- Refused; or
- Accepted subject to a value adjustment, in accordance with applicable consumer protection laws.
Nothing in this section limits or excludes any mandatory statutory rights you may have under applicable consumer legislation.
2. Non-Returnable Items
The following items are not eligible for return, cancellation, or refund, except where mandatory consumer protection laws provide otherwise:
- custom-made, made-to-order, or personalized items manufactured or configured specifically for you;
- items explicitly marked as Final Sale, Clearance, or otherwise non-returnable at the time of purchase;
- items damaged as a result of misuse, improper assembly, incorrect installation, negligent handling, or failure to follow care instructions;
- items showing signs of wear, modification, repair, alteration, or use beyond what is necessary to assess their nature and characteristics (as would be permitted in a showroom environment);
- items exposed to external cleaning agents, chemicals, moisture, heat, pets, smoke, or environmental conditions that may compromise structural or material integrity;
- items returned without original packaging where such packaging is necessary to ensure safe transport (particularly for furniture, lighting, mirrors, and fragile products).
For clarity:
Natural materials (including wood, stone, marble, linen, rattan, leather, metal finishes, and handcrafted surfaces) may present inherent variations in tone, texture, grain, veining, or finish. Such characteristics are not defects but part of the design integrity and artisanal nature of the Product and do not constitute valid grounds for return.
Nothing in this section limits your mandatory statutory rights under applicable consumer law.
3. How to Request a Return or Report an Issue
To ensure proper documentation, traceability, and efficient handling of your request, all returns and delivery-related issues must be submitted through your customer account.
Return / Claim Procedure:
- Log in to your account at www.elaramaison.com.
- Navigate to My Orders.
- Select the relevant order and click “Return order or report an issue.”
- Complete the return form and upload clear, high-resolution photographs where applicable, including:
- the Product (full view and close-up of the issue),
- the original packaging (internal and external),
- the shipping label visible on the carton.
Incomplete submissions or missing documentation may delay processing.
Guest Checkout
If you placed your order as a guest, you must create an account using the same email address used during checkout in order to access your order history and submit a return or claim.
Important
- Returns or claims must be submitted within the applicable legal timeframe.
- Products should not be returned without prior written confirmation and instructions from Elara Maison.
- Unauthorized returns may be refused and returned to sender at the customer’s expense.
This structured process allows us to protect product integrity, assess transport-related issues properly, and ensure a fair and efficient resolution for all parties.
4. Return Logistics & Collection
All returned items must be securely packaged to prevent damage during transit. Wherever reasonably possible, products should be returned in their original packaging, including all internal protective elements.
Where applicable, items must be fully disassembled prior to collection. Products returned assembled, improperly packed, or inadequately protected may be refused or subject to a value deduction where permitted by law.
4.1 Return Shipping Costs
Return shipping costs are the responsibility of the customer, except where:
- the item was delivered damaged (and properly reported within the required timeframe),
- the wrong item was delivered, or
- a verified error occurred on our side.
In such cases, return logistics will be arranged at no cost to the customer.
4.2 Collection of Large or Fragile Items
Due to the nature of furniture, lighting, and large interior objects:
- returns of oversized, fragile, or palletized items may require scheduled carrier collection,
- specific packaging instructions must be followed,
- additional handling requirements may apply depending on destination and product type.
The appropriate return method will be confirmed after review and approval of your request.
4.3 Risk During Return Transit
Unless the return is arranged by Elara Maison, the customer remains responsible for the item until it is received and inspected by our designated returns facility.
We strongly recommend using a tracked and insured shipping method.
Elara Maison is not responsible for items lost or damaged during unauthorized or improperly arranged returns.
4.4 Unauthorized Returns
Returns sent without prior written approval or outside the designated return procedure may be refused or returned to the sender at their expense.
5. Refunds
All returned Products are subject to inspection and approval by Elara Maison prior to any refund being issued.
Refund eligibility will be assessed in accordance with this Policy and applicable mandatory consumer laws.
5.1 Approval and Processing
Once the returned item has been received and approved:
- Refunds will be issued to the original method of payment used for the purchase, unless otherwise required by applicable law.
- Refunds are typically processed within 10 business days from the date of approval.
- Processing time may vary depending on the payment provider, bank, or card issuer.
You will receive written confirmation by email once the refund has been initiated.
5.2 Deductions (Where Permitted by Law)
Where legally permitted, Elara Maison reserves the right to apply a proportionate deduction from the refund amount if:
- the Product shows signs of handling beyond what is necessary to establish its nature, characteristics, and functioning;
- components, accessories, manuals, or original packaging are missing;
- the Product is returned in packaging insufficient to prevent transport damage;
- damage occurs during return transit due to inadequate protection or improper disassembly.
Any deduction will be reasonable, proportionate, and consistent with applicable consumer protection laws.
5.3 Non-Approved Returns
Refunds will not be issued for:
- returns sent without prior authorization;
- Products that do not meet the return conditions outlined in this Policy;
- Products damaged after delivery due to misuse, improper assembly, or external factors not attributable to Elara Maison.
In such cases, we may offer to return the Product to you at your expense.
6. Damaged, Incomplete, or Incorrect Deliveries
We take great care in packaging and quality control. However, if your order arrives damaged, incomplete, or incorrect, please follow the procedure below.
6.1 Reporting Timeline
You must notify us:
- as soon as reasonably possible after delivery,
- ideally within 48 hours,
- and no later than 14 calendar days from the date of delivery.
Failure to report visible damage within this timeframe may affect our ability to pursue claims with carriers.
6.2 Required Documentation
To allow us to properly assess the situation, please attach clear photographs showing:
- the damaged item (close-up and full view),
- the external packaging (including visible damage, if any),
- the shipping label and tracking number,
- the interior packaging (if relevant).
We may request additional information if necessary to process the claim.
6.3 Resolution
Once your claim is reviewed and confirmed, we will propose an appropriate solution, which may include:
- replacement of the item,
- shipment of replacement parts,
- partial refund (where proportionate),
- or full refund, where legally required or appropriate.
Where the issue is confirmed to result from transit damage, fulfillment error, or manufacturing defect, return shipping (if required) and any replacement costs will be covered by Elara Maison.
6.4 Preservation of Goods
Until the matter is resolved, you agree to:
- retain the original packaging where possible,
- make the item available for inspection (if requested by the carrier or insurer),
- refrain from further assembly, installation, or modification.
Failure to preserve evidence of transit damage may limit our ability to process the claim.
7. Warranty & Statutory Consumer Rights
Elara Maison products are covered by a 2-year legal warranty / statutory conformity guarantee, where required by applicable law, covering manufacturing defects and lack of conformity existing at the time of delivery.
This warranty applies in addition to — and does not replace — any mandatory consumer protection rights available under the laws of your country of residence.
7.1 Scope of Coverage
Where applicable, the warranty covers:
- structural or manufacturing defects,
- material defects not resulting from external causes,
- lack of conformity existing at the time of delivery.
For consumers within the EU/EEA and the UK, statutory conformity rights apply in accordance with Directive (EU) 2019/771 and relevant national legislation.
For customers in the United States and the United Arab Emirates, applicable local consumer protection laws may provide additional rights. Nothing in this Policy excludes or limits rights that cannot legally be excluded.
7.2 Exclusions
The warranty and conformity rights do not cover:
- improper assembly, misuse, negligence, or inadequate care,
- normal wear and tear resulting from regular use,
- natural characteristics of materials, including variations in wood grain, tone, texture, stone veining, or handcrafted finishes,
- damage caused by pets, chemicals, heat exposure, moisture, or non-recommended cleaning agents,
- damage resulting from transport without appropriate protective packaging after delivery,
- modifications, repairs, or alterations carried out by third parties without prior written authorization.
Natural material variation is considered part of the product’s aesthetic and craftsmanship and does not constitute a defect.
7.3 Burden of Proof (Where Applicable)
Where required by applicable consumer law (e.g., within the EU/EEA), any lack of conformity that becomes apparent within the legally defined period after delivery may be presumed to have existed at the time of delivery, unless proven otherwise.
After that period, the burden of proof may shift in accordance with applicable law.
7.4 How to Submit a Warranty Claim
To initiate a warranty or conformity claim, please provide:
- proof of purchase (order confirmation or invoice),
- product reference code,
- a detailed description of the issue,
- clear photographic evidence of the defect.
We may request additional documentation or inspection (including remote assessment or return of the item) where necessary to evaluate the claim.
7.5 Resolution
If a valid claim is confirmed, we may, at our discretion and in accordance with applicable law:
- repair the product,
- replace the product,
- provide a partial refund,
- provide a full refund where repair or replacement is not feasible.
Remedies will be proportionate to the nature of the defect and consistent with applicable consumer legislation.
7.6 No Limitation of Mandatory Rights
Nothing in this Policy limits, excludes, or replaces any rights you may have under mandatory consumer protection laws in your jurisdiction.
Elara Maison operates internationally and respects the legal standards applicable to each delivery region.
8. Contact
For all matters relating to returns, delivery issues, warranty claims, or product conformity concerns, please contact us exclusively through our official Customer Support page:
Customer Support:
https://elaramaison.com/pages/customer-support
All return and warranty requests must be submitted through this channel to ensure proper documentation, traceability, and timely resolution.
For security and compliance reasons, we do not process return or refund requests via social media, third-party platforms, or unofficial communication channels.
Policy Updates
This Return & Refund Policy may be updated periodically to reflect operational, legal, or regulatory changes.
The version applicable to your purchase is the version published on our Website at the time your Order is placed.
We recommend reviewing this Policy before initiating a return to ensure compliance with the current procedures and conditions.
This Policy does not affect your mandatory statutory rights under applicable consumer protection laws.