Return Policy

Cancellation

Return Eligibility

To be eligible for a return, products must be unused, unwashed, and returned in their original condition with all tags and lining materials intact within 14 days of receiving. Signs of use, wear, or damage may result in the return being rejected.

How to Initiate a Return

To initiate a return, please contact our support team at support@elagnce.com. Include your order number and a brief reason for the return.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to an error on our part, for example an incorrect, defective, or damaged item.

After you request a return, we will email you the return shipping costs for approval. Once approved, you will receive a link to start the return process. The return shipping costs will be deducted from your refund after we receive the item.

Please note: Delays caused by customs clearance are outside of our control and are not considered a valid reason for a return. Returns of packaged items must generally include all products contained in the package. Individual items cannot be returned separately.

If your order arrives damaged, defective, or in the wrong color or variant, we will cover the return shipping costs. Please contact our support team within 14 days of receiving the goods to report the issue.

Refund Process

Once we receive and inspect your return, we will notify you whether your return has been approved or rejected.

If the refund is approved, it will be processed within 7 calendar days using the original payment method, minus the agreed return shipping costs.

Depending on your financial institution, it may take longer for the credit to appear.

Return Address

RM.517 New City Centre 2
Street: Lei Yue Mun Road
District: Kwun Tong
Kowloon, Hong Kong

Exchange

If you would like to exchange your item for a different color or size, please contact us at support@elagnce.com. After our approval, you will receive an invoice for the return shipping costs and any applicable price difference. Once payment is received, you will get a link to register your return. Please select “Exchange” there. Once we receive and inspect your return, we will email you a credit note that you can use to place a new order for the desired item.

Return Rejection

Elagnce reserves the right to reject returns that do not comply with this return policy. This includes products that have been opened, used, or are no longer in their original packaging and condition. Items returned outside the permitted return period may also be rejected. Returns sent to any address other than the one specified through our portal will not be accepted.