At Elena Horizons, we want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a straightforward return and refund process to ensure your experience remains positive.
Eligibility for Returns
You may request a return if:
The item you received is damaged or defective
You received the wrong item
The item is incomplete or missing parts
To be eligible for a return:
You must contact us within 7 days of receiving your order
The item must be unused, in its original packaging, and in the same condition as received
Non-Returnable Items
Certain items may not be eligible for return, including:
Items damaged due to misuse or negligence
Products marked as “Final Sale” or “Non-Returnable”
Items returned without original packaging
Return Process
To initiate a return:
Email us at [email protected] with your order number and reason for return
Our team will review your request and provide instructions
You may be asked to provide photos of the item for verification
Once approved, you will be guided on how to return the item
Refunds
Refunds are issued only after the returned item is received and inspected. If approved:
You will receive a confirmation email
Refunds may take up to 14 business days to process
Late or Missing Refunds
If you haven’t received your refund after the stated period:
Check with our team at [email protected]
Ensure you followed all return instructions correctly
Exchanges
We do not offer direct exchanges. If you wish to replace an item, please return the original and place a new order.
International Returns
Customers outside of Pakistan are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service.
Contact Us
For any questions regarding returns or refunds, please reach out to:
Email: [email protected]