Terms of Service

Our return window

We offer a 30-day return window from the date you receive your order. You don't need to give a reason to request a return within that window.

Certain products are excluded, in particular those delivered in sealed hygiene packaging whose seal has been broken after delivery.

Intimate products and hygiene rules

Our products are intended for intimate use, so stricter hygiene conditions apply to them.

An item may be returned,and only then, when:

it has not been used,
it has not been opened,
the hygiene packaging and seal have not been broken,
it is in its original packaging, complete and undamaged,
it is in resalable condition.

For hygiene and safety reasonsany product that has been opened, unpacked, used, damaged, or is incomplete cannot be accepted back. This rule applies without exception.

30-day return guarantee

We give youa full 30-day return guarantee, so you have enough time to decide.

Within these 30 days from delivery of your order, you can request a return, provided the product has remained unused, unopened, unpacked, complete, and in its original packaging.

This return guaranteedoes not cover products that have been opened, unpacked, or used, including when the customer was dissatisfied with the result. This is an absolute condition.

Conditions for an approved return

For a return to be approved, all of the following conditions must be met:

the return request must be made within 30 days of delivery,
the product must not have been used,
the product must not have been opened or unpacked,
the hygiene packaging and seal must be intact,
all parts of the packaging must be complete,
our customer service must approve the return in advance.

Products that cannot be returned

In accordance with applicable law and hygiene standards, the following products cannot be returned or exchanged:

products whose hygiene packaging has been broken,
products that have been used, even partially,
products missing their original packaging, accessories, or documentation,
products showing signs of use, wear, or customer-caused damage.

Defective or incomplete products

If you've received a product that is defective, damaged in transit, or doesn't match your order, contact us right away. This is not a standard return.

To process your claim quickly, please have the following ready:

your order number,
a brief description of the problem,
a photo or video documenting the defect, if possible.

Claims are handled in accordance with applicable US law, and your legal rights are not limited in any way.

How to return an item

Contact us at support@try-elera.comorthrough the contact form. Please provide your order number and the reason for the return.
Wait for confirmationand instructions from our customer service. Without prior approval, a return cannot be processed.
Ship the itemto the address given in the confirmation, in its undamaged original packaging and with all accessories.
Wait for inspection.Once we receive your shipment, we check whether the product meets the return conditions.
Refund.If all conditions are met, we refund the amount using the same method as the original payment.

Refund

The refund is processedonly after the returned item has been received and inspected. The amount is refunded using the same method of payment, no later than 14 days after the return is approved.

If the product does not meet the return conditions, in particular if it has been opened, unpacked, used, or damaged, the refund is denied and the item may be shipped back to you.

Return shipping costs

Return shipping costs are the customer's responsibility, except in cases where:

the product was delivered defective or damaged,
a product other than the one ordered was delivered,
the error is ours.

In these cases, we cover all return shipping costs.

Final provision

This 30-day return guarantee isan exceptional benefit,in addition to your legal rights. It does not replace or limit your statutory consumer rights in any way. These terms are governed by the laws of the State of New Mexico, USA.