Refund policy

Refund Policy

At Elua, we want you to feel completely comfortable making our warm-steam eye massager part of your evenings. That is why every first-time order is backed by our 30-Day Happiness Guarantee.

Our 30-Day Happiness Guarantee

If you are not happy with your Elua device, you may request a full refund at any time within 30 days of the delivery date. This guarantee applies to the first device purchased per customer.

To start a refund, simply email us at hello@eluacare.com with your order number. We may ask you for a short reason and, in some cases, a photo, so that we can keep improving our product — but your refund does not depend on your answer.

By default, you do not need to post anything back to us to receive your refund. The digital guide is yours to keep. We reserve the right to request the return of any unused items or accessories, and where we do, we will arrange this with you directly.

Once your refund is approved, we will refund the full purchase price to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take a little longer for the funds to appear in your account.

What the guarantee covers

The 30-Day Happiness Guarantee applies to your first Elua device only. Repeat purchases and additional devices beyond the first are not covered by the happiness-guarantee refund, although your statutory rights (described below) always apply.

Your statutory rights (United Kingdom)

Our 30-Day Happiness Guarantee is offered in addition to, and does not affect, your legal rights as a consumer. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item you receive is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund in line with your statutory rights, regardless of the guarantee period. You also have the right to cancel within 14 days under the Consumer Contracts Regulations. Nothing in this policy limits or removes those rights.

Contact

For any refund request or question, please email hello@eluacare.com. We typically reply within 24 hours, Monday to Friday.