At ELHBY, we value our customers and stand behind our 100% Customer Satisfaction Policy. Products may be returned for a refund or store credit for the amount paid for the original order (less shipping charges and applicable restocking fees), provided the return complies with the following guidelines:

 

1. General Terms of Return Policy :

• Return requests made within 15 calendar days from the original purchase date may qualify for a refund (see conditions for returns in Section 2 below). Refunds will be reduced by the shipping costs and a 15% restocking fee.

• Return requests authorized by customer service beyond the 15-day period but within 30 calendar days will qualify for a refund or store credit (see conditions for returns in Section 2 below). Returns will be reduced by the shipping costs and a 20% restocking fee.

• Special Return Policy for ELHBY Pre-Order Products – Return of Pre-Order Products requires special approval by our customer care team. Approved refunds will be reduced by the shipping costs and a 30% restocking fee (or minimum of $15, whichever is greater).   

 

2. Conditions for Returned Items:

• To qualify for a return or store credit, items must be returned as new, in their original packaging, and accompanied by a copy of the original receipt.

• Special Policy for ELHBY Skincare Oils - Returns of ELHBY skincare oils within the 15-day period that are found to be more than 3/4 used will automatically be subject to the 30-day return policy (including the 30% restocking fee).

 

3. Non-Returnable Items:

• Sample products, items on final sale or liquidation, custom orders are non-returnable, non-exchangeable, and non-refundable.

• Due to storage conditions beyond our control, no exceptions will be made. Returns received damaged or not meeting these conditions will not qualify for a refund or store credit.

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4. Return Authorization (R.A.) Number:

• All returns must have a valid R.A. number, clearly marked on the outside of the return package. Packages without an R.A. number may be refused, and the sender will bear the associated costs.

 

5. Shipping Requirements:

• Returns must be sent to the ELHBY Distribution Center as per the Return Authorization instructions.

• Packages must be shipped via ground service only and labeled with the statement: "ELHBY LLC" along with the R.A. number.

• Return freight costs are non-refundable.

 

6. Refunds & Merchandise Credit Processing on Returns:

• Refunds and merchandise credits will only be issued after a complete inspection and quality control assessment for the returned items.

• Refunds or merchandise credits may take up to 2 weeks to process, depending on return volume.

• Refunds will be processed via the same method used for payment. Merchandise credits will be added to the customer’s Membership Account.

 

7. Exchange Policy:

• All exchange requests must be submitted within 30 days from the original date of purchase.

• To qualify for an exchange, the product must be received in as-new condition, in their original packaging, and accompanied by a copy of the original receipt.

• All exchanges must be for an item of equal or greater value of the original item purchased.

• Exchanges on ELHBY skincare products will only be permitted for unused and unopened products.

• All exchanges will be subject to a 10% restocking fee.

• Please click on ELHBY Pharmacy, Print-On-Demand, and ELHBY Collaborators to review their exchange policies.

 

8. Error Handling

• If an error occurs due to ELHBY LLC (e.g., incorrect fulfillment of a written order), we will cover the cost of the return and the re-shipment if the item is replaced.

• Errors resulting from miscommunication on verbal orders will be the sole responsibility of the customer.

 

 

Thank you for your understanding and cooperation. If you have questions or require assistance, please contact our customer care team at evolve@elhby.com.