Refund policy

At Ellor, we strive to curate and design timeless fashion for the modern Indian woman. We want you to love your purchases; however, if you are not entirely satisfied with your order, we are here to help. This Return and Refund Policy outlines the terms and procedures under which products purchased from our website (https://ellor.in/) can be returned, exchanged, or refunded.

Please read this policy carefully before making a purchase. By placing an order with Ellor, you agree to be bound by the terms outlined below.

1. Eligibility Criteria for Returns and Exchanges

We accept return or exchange requests within 7 days from the date of delivery. To be eligible for a return or an exchange, your item must meet the following strict conditions:

  • Original Condition: The product must be unworn, unwashed, unaltered, and undamaged. It must show no signs of wear, perfume, makeup stains, or cosmetic marks.
  • Tags and Packaging: All original tags, labels, brand packaging, dust bags, and hangers (if applicable) must be attached and intact.
  • Proof of Purchase: You must provide the original invoice, order confirmation email, or order ID.
  • Product Set Integrity: If you purchased a set (e.g., a co-ord set, kurta-pant set), all items in the set must be returned together. Individual items from a set cannot be returned or exchanged separately.

2. Non-Returnable and Non-Exchangeable Items

Certain types of items are excluded from our return and exchange policy due to hygiene, customization, or promotional terms. The following items cannot be returned or exchanged:

  • Customized or Altered Apparel: Any garment that has been customized, custom-tailored, or altered to your specific measurements or requirements.
  • Sale & Clearance Items: Items purchased during special clearance sales, flash sales, or marked as "Final Sale" (unless they are delivered in a damaged or defective state).
  • Gift Cards: Digital or physical gift cards are non-refundable and cannot be redeemed for cash.
  • Accessories & Innerwear: Due to hygiene standards, items such as intimate apparel, swimwear, and jewelry/accessories cannot be returned.

3. Damaged, Defective, or Incorrect Items

We follow stringent quality control standards before shipping any garment. However, in the rare event that you receive a damaged, defective, or incorrect product, we will rectify the issue immediately at no additional cost to you.

  • Reporting Window: You must report the issue within 48 hours of receiving the delivery. Reports made after 48 hours will not be eligible for free replacement or refund.
  • Mandatory Unboxing Video: To help us verify the issue and expedite the process, we strongly recommend recording a continuous, unedited video of unpacking the parcel, highlighting the damage or defect.
  • How to Report: Email us at info@ellor.in or send a message on WhatsApp at +91 6290430561 with your Order ID, brief description of the defect, and the unboxing video/photographs.
  • Resolution: Once verified, we will arrange a reverse pickup and ship a replacement product to you. If the product is out of stock, we will offer a refund or store credit as follows:
    • Prepaid Orders: A full refund of the order amount to the original payment source.
    • Cash on Delivery (COD) Orders: If you received a damaged product and paid via COD:
      • For orders under ₹5000, we will refund the full product cost plus the ₹79 shipping charge (if shipping was charged).
      • For orders ₹5000 and above (which qualified for free shipping), we will refund the full product cost.
      • Note: The flat COD handling fee of ₹100 is strictly non-refundable under any and all conditions, including the arrival of damaged or defective goods.

4. Return and Exchange Process

To initiate a return or exchange, please follow the steps outlined below:

Step 1: Request Initiation

Contact our support team within 7 days of delivery:

  • Email: info@ellor.in
  • WhatsApp: +91 6290430561
  • Include your Order ID, the name of the item(s) you wish to return/exchange, and the reason for your request (e.g., size exchange, incorrect product, styling preference).

Step 2: Request Verification

Our support team will review your request within 24 to 48 hours. If approved, we will proceed with the reverse pickup.

Step 3: Reverse Pickup

  • Service Availability: Reverse pickup is available for most pin codes across India through our logistics partners.
  • Preparation: Please pack the product securely in its original packaging along with all tags, labels, and invoice. Keep the package ready for the courier agent.
  • Non-serviceable Areas: In the rare case that your pin code is not serviceable for reverse pickup, you will be requested to self-ship the product to our warehouse address. We will reimburse self-shipping costs up to ₹100 (in the form of store credit) upon proof of receipt and shipping receipt.

5. Refunds and Store Credit

Once the returned item is received at our warehouse, it will undergo a thorough quality check by our quality assurance team. This process typically takes 2 to 3 business days from the receipt of the item.

A. Quality Inspection Status

  • Passed: If the item passes quality check (meets all criteria in Section 1), your refund or store credit will be processed.
  • Failed: If the item shows signs of wear, washing, alteration, or damage, the return request will be rejected. The item will be shipped back to you at your expense, and no refund will be issued.

B. Refund Modes

Depending on your original payment method, the refund will be issued as follows:

  1. Prepaid Orders (Credit/Debit Card, Net Banking, UPI, Wallets):

    • The refund will be credited back to the original payment source/bank account.
    • It usually takes 5 to 7 business days for the refund to reflect in your account, depending on your bank's processing cycles.

  2. Cash on Delivery (COD) Orders:

    • Non-Refundability: The flat COD handling fee of ₹100 paid at the time of purchase is strictly non-refundable under any and all conditions, even in cases of damaged or defective items.
    • Shipping Charges: For standard returns (returns not due to damage or defect) on orders under ₹5000, shipping charges (₹79) are non-refundable. For returns due to verified damage or defects, the ₹79 shipping charge is refundable.
    • Refund Delivery: Refunds for COD orders cannot be paid in cash. Instead, you can choose one of the following options:
      • Store Credit: Issued instantly as a coupon code sent to your registered email/WhatsApp, valid for 1 year.
      • Bank Transfer (NEFT): You must provide your bank account details (Account Holder Name, Account Number, IFSC Code, Bank Name) to our support team. The transfer will be completed within 5 to 7 business days of receiving valid bank details.

  3. Store Credit (Gift Cards/Discounts):

    • If you prefer, you can opt for store credit for any return (prepaid or COD). Store credit is issued as a discount code or digital gift card and is non-transferable.

6. Exchanges

If you wish to exchange a product for a different size or color, the exchange is subject to product availability.

  • First Exchange Free: We offer one free exchange per order. Any subsequent exchange requests for the same order will incur a shipping and handling fee of ₹150.
  • Availability Check: If the requested size or color is unavailable, you will be offered the choice of an alternative product of equal value, store credit, or a refund.
  • Timeline: The exchange product will be dispatched only after the original product is received and passes quality inspection at our warehouse.

7. Cancellation Policy

  • Before Dispatch: You can cancel your order free of charge before it has been dispatched from our warehouse. To cancel, please contact us immediately via WhatsApp at +91 6290430561 or email us at info@ellor.in. If the order is prepaid, a full refund will be processed back to your original payment method.
  • After Dispatch: Once the package is shipped, we cannot cancel the order. If you refuse delivery, shipping charges and a return-to-origin fee may be deducted from any refund due, at our sole discretion.

8. Customer Support

For any questions, clarifications, or complaints regarding returns, refunds, and exchanges, please contact our dedicated support channel:

  • WhatsApp Support: +91 6290430561 (Fastest Response)
  • Email Support: info@ellor.in
  • Mailing Address:
    Ellor Customer Experience Team
    ITALGACHA, KOLKATA - 700079, WEST BENGAL, INDIA
  • Support Hours: Monday to Friday, 11:30 AM to 6:00 PM IST (excluding national and public holidays)