Return Policy

Return Policy — Elmora Montreal

Last updated: 24-08-2025

At Elmora Montreal, we aim to keep our customers satisfied with every purchase. However, if you are not fully happy with your order, you may be eligible to return it under the conditions outlined below. This Return Policy explains clearly how returns work for our store.

By placing an order with Elmora Montreal, you agree to this Return Policy.

1. General Conditions for Returns

To be eligible for a return, all of the following conditions must be met:

  • You may only register a return after you have physically received the item.

  • Return requests must be submitted within 14 days of the delivery date.

  • All return shipping costs are fully at the customer’s expense, including any international shipping costs and customs or import duties.

  • Items must be:

    • Unused

    • Unworn (trying on is allowed, wearing is not)

    • Unwashed

    • Undamaged

    • In their original condition, with all original tags, labels and packaging intact

If an item is returned in a condition that does not meet these requirements, we reserve the right to refuse the return or issue only a partial refund.

2. Non-acceptable Return Practices

To protect our pricing and stock levels, we do not encourage “bulk ordering” with the intention to return most items. Examples include:

  • Ordering multiple sizes or variants of the same product with the intention to keep only one and return the rest on a frequent basis.

In cases of suspected abuse of our return process (e.g. repeated high-volume returns, clear misuse), Elmora Montreal reserves the right to:

  • Refuse future orders

  • Refuse returns that do not comply with this policy

3. How to Start a Return

If you wish to return an item, please follow the steps below:

  1. Request your return
    Send an email to info@elmora-shop.com within 15 days of receiving your order.
    Please include:

    • Your full name

    • Order number

    • Product(s) you wish to return

    • Reason for return

  2. Receive the return address
    After approval of your request, we will provide you with the return address of our supplier (located in China)and any additional instructions.

  3. Ship the item back

    • You must send the product back at your own cost.

    • Any additional customs fees, import duties, or return handling charges are also for your account.

    • We strongly recommend using a track & trace shipment to avoid lost parcels.

  4. Proof of shipment
    Keep your shipping receipt and tracking information until your return has been fully processed and your refund confirmed.

4. Refunds

Once your return has been received at the supplier’s warehouse and inspected, we will:

  • Check whether the item meets the return conditions (unused, undamaged, original packaging, tags attached).

  • If approved, process your refund within 30 days after the item is received and accepted.

Refund Method

  • Refunds are issued using the original payment method used for the purchase.

  • Depending on your bank or payment provider, it may take additional time before the refund appears on your statement.

Partial Refunds or Refusals

A partial refund or no refund may be issued if:

  • The item is not in its original condition.

  • Tags or labels are missing.

  • The product shows clear signs of use or damage.

  • The return was sent without prior notification or outside the allowed period.

5. Return Shipping & Customer Responsibility

  • All return shipping costs are the responsibility of the customer.

  • Elmora Montreal does not provide prepaid return labels.

  • We are not responsible for:

    • Return parcels that are lost during transit to the supplier.

    • Delays caused by carriers or customs.

If the tracking information shows that the parcel has been delivered to the return address provided, Elmora Montreal and its suppliers are not liable for any claims of loss.

6. Incorrect or Incomplete Address

  • The customer is fully responsible for providing a correct and complete shipping address at checkout.

  • If an incorrect or incomplete address is provided and this results in:

    • Non-delivery,

    • Delays, or

    • Lost packages,

Elmora Montreal cannot be held liable and is not obligated to refund or resend the order.

If you notice an error in your address:

  • You must notify us within 24 hours of placing your order by emailing info@elmora-shop.com.

  • After this time frame, we cannot guarantee the address can still be updated.

7. Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 48 hours of delivery at info@elmora-shop.com.

  2. Include:

    • Your order number

    • A clear description of the issue

    • Clear photos or videos of the product and packaging

We will review the case and may offer one of the following solutions:

  • Replacement of the item

  • Partial refund

  • Full refund (depending on the situation)

Returns for damaged or defective items may be handled differently from normal returns and will be assessed on a case-by-case basis.

8. Exchanges

At this time, we do not offer direct product-for-product exchanges.
If you would like a different size, color, or product, you may:

  1. Return the original item (if eligible under this policy), and

  2. Place a new order for the item you want.

9. Contact for Return Questions

If you have any questions about returns or need assistance with your case, you can contact us at:

Elmora Montreal
📧 Email: info@elmora-shop.com