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Returns & refunds

Our warehouse can't accept consumer returns, so in almost every case you won't need to post anything back. Here's every way to get your money back, and exactly which one applies to you.

! Please don't post anything back before contacting us. Parcels sent to our warehouse or our registered office can't be accepted and may be lost. Email info@elurelia.com first; we'll tell you what, if anything, we need.
Find your option What happened?
Right of withdrawal Within 14 days of delivery
Tell us you're withdrawing and send a photo showing the seal intact. No reason needed.
Send usOrder number + photo of seal
You getFull refund incl. standard delivery
Post it back?No

All options at a glance

Situation
Time limit
Refund covers
Delivery refunded
Post back
Changed mind, unopened
14 days from delivery
Everything paid
Yes (standard)
No
Opened, didn't work
Day 60–90, first order
Product price
No
No
Damaged, wrong or missing
Tell us promptly
Replace or refund
Yes
No
Skin reaction
Any time
Everything paid
Yes
No
Never arrived
After 30 days
Everything paid
Yes
—
Faulty / not as described
At least 2 years
Replace, reduce or refund
Yes
Usually not
Opened, changed mind
—
Not covered by withdrawal
—
—

01Changing your mind: the 14-day right of withdrawal

You can withdraw from your order within 14 days without giving any reason. The 14 days start on the day you, or someone you named (not the carrier), receive the goods. If your order arrived in several parcels, they start on the day the last one arrived.

01
Tell us within the 14 daysSend a clear statement by email to info@elurelia.com, or use the withdrawal form. You can also use the model form below, but you don't have to. It's enough that your message leaves the 14 days before they end.
02
Send a photo instead of the parcelIf the product is unopened and still sealed, send us a photo showing the seal intact. You don't post it back and you don't pay any return costs.
03
Get your refund within 14 daysWe refund everything you paid, including the standard delivery charge, no later than 14 days from the day we receive your withdrawal, to the payment method you used. You won't be charged any fee for it.
Important: opened products Skincare is supplied sealed for health and hygiene reasons. Under EU law, the right of withdrawal doesn't apply once a sealed product has been unsealed after delivery. Opened products can't be resold, so we can't accept a change-of-mind withdrawal for them. That doesn't leave you without options. If you've opened it and it didn't work for you, the 60-Day Promise may cover it. If it caused a reaction, it arrived damaged, or it's faulty, see the sections below. Those rights apply whether it's opened or not.
Model withdrawal form Complete and send this only if you want to withdraw from the contract.
Email it to us
To: Elurelia (Band of Brothers LLC), 30 N Gould St, Ste 29407, Sheridan, WY 82801, USA · info@elurelia.com I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): Ordered on (*)/received on (*): Order number: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date: (*) Delete as appropriate.

02Damaged, leaking, wrong or missing items

Email info@elurelia.com with your order number and a photo of the problem, including the outer box if it's damaged. We'll replace it free, or refund you if you prefer. You don't pay postage and you usually don't need to send anything back. If an item is missing from your parcel, tell us which one and we'll send it or refund it.

Please tell us as soon as you notice. It helps us claim from the carrier, but reporting late never removes your legal rights.

03If your skin reacts

Stop using the product and email us straight away. Don't wait and don't send anything back. We refund you in full, delivery included, whether the product is opened or not, and we want to hear exactly what happened. If symptoms are severe or don't settle, see a doctor or pharmacist.

04If your order doesn't arrive

If tracking stalls for more than a week, tell us and we'll chase the carrier. If your order hasn't arrived within 30 days of purchase, you can cancel it and we refund you in full, delivery included. That's your right under EU law and we'll apply it without argument. See Shipping and Track your order.

05Opened it and it didn't work: the 60-Day Promise

Separate from your legal rights, we offer a voluntary guarantee. Use your product daily for 60 days. If your skin hasn't changed the way you hoped, we refund what you paid for the product and you keep the bottle.

Claim windowDay 60 to day 90
CoversFirst order, up to 2 units
LimitOne claim per person
DeliveryNot refunded
Full Promise terms and how to claim →

06Faulty products: your legal guarantee

Every product you buy from us comes with the legal guarantee of conformity. For at least two years from delivery, if a product isn't as described, isn't fit for normal use or has a defect, for example a pump that doesn't work or a formula that has separated before its expiry, you're entitled to a remedy free of charge.

First: replacementWe replace the product free of charge, including delivery.
Or: price reduction or refundIf a replacement isn't possible, isn't done in reasonable time, or the fault is serious, you can ask for a price reduction or a full refund.

During at least the first year after delivery, a fault that appears is presumed to have existed at delivery, so you don't need to prove it. Normal use-by dates, period-after-opening and storage instructions on the pack still apply. This guarantee is set by law and nothing on this page limits it.

07How refunds are paid

Where it goes Back to the payment method you used, unless you expressly agree otherwise. There's no fee.
Withdrawal Within 14 days of the day we receive your withdrawal, including the standard delivery charge. If you chose a more expensive delivery option, only the cost of standard delivery is refunded.
60-Day Promise Within 14 days of us accepting your claim. Product price only; delivery isn't refunded under the Promise.
Damage, reaction, non-delivery As soon as we've confirmed it with you, usually the same working day we receive your photo or details.
When you'll see it We'll email you when we issue the refund. Banks usually take 3–10 working days to show it on your statement.

08Subscriptions

You can skip, pause or cancel future deliveries at any time from your account or the cancellation page, as long as you do it before the next order is processed. For a subscription, the 14-day right of withdrawal runs from the delivery of your first order. Each delivery also has the same protection as any other order: the damaged-item, reaction, non-delivery and legal-guarantee rights above. The 60-Day Promise covers your first order only, not later subscription deliveries.

09If you're not happy with our answer

Tell us. Reply to our email and ask for it to be looked at again; we'll explain our decision in writing. If we still can't agree, you can contact the European Consumer Centre in your country for free advice, or your national consumer authority. Nothing here affects your right to go to court.

Who you're dealing with Elurelia, a trading name of Band of Brothers LLC, 30 N Gould St, Ste 29407, Sheridan, WY 82801, USA · info@elurelia.com This is a registered office, not a returns address. Goods are made and dispatched inside the EU. This policy applies to orders placed on elurelia.com and was last updated 24 September 2026.