Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a “no questions asked" free-returns policy which allows you to return delivered items to us for any reason within 5 days after the delivery of your Order, free of charge.
In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 5 days of Order receipt with the following conditions:
Items must be unaltered, unused and in full sellable condition (or the condition in which they were received from us or our agents).
must be in brand-new condition and without any damage.
Items must be in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned.
The return must be accompanied by the original Order confirmation.
Please note, beauty items, grooming items, and underwear cannot be returned.
Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).
Your refund will be processed via the following methods:
Cash on Delivery payments are refunded as store credit.
In case you opt for store credit, the full refund value will be credited to your Elepalace account after the item/s returned have been approved and you will be able to use such refund value for your future purchases on Elepalace without any time limit. Therefore you will not see a refund on your bank statement account as the refund value will not be transferred to your issuing debit or credit card bank.
Item Return Policies
Damaged products/orders not fulfilled properly
If you receive an item that is damaged or not the product you ordered, please arrange for return of the item to us using the Returns Process above. The item must be returned in the same condition you received it in within 30 days of receipt to qualify for a full refund. Where applicable, the refund will include the original Order delivery charges, cash-handling fees, taxes and any duties. Replacements may be available depending on stock. If an item has a manufacturing defect, it may also benefit from a manufacturer’s defects warranty. If you believe your item is defective, please call us on our Whatsapp numbers +966543245578.
Beauty and grooming items (including skincare, fragrance, make-up and haircare), underwear, face masks, earrings, candles and vintage pieces cannot be returned. In addition, all furniture orders are final and non-returnable.
Please take care to preserve the condition of any product packaging. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.
Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.
Returns are only available within 5 days of receiving the order. All refunds for any Pre-Order item will be refunded as store credit only. Please get in touch with our Customer Service representatives if you have any questions or concerns.
We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.
We pride ourselves on the highest quality, luxury product at Elepalace. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team from 9 am - 9 pm on our KSA Whatsapp Number +966543245578, email email@example.com .
We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under KSA law.