Our policy states that once our products are opened or used, they cannot be returned due to the broken seal, which prevents repackaging and resale. To ensure customer safety, we do not accept returns for used items.

We will only accept returns for products that are physically damaged during transit, have physical defects (such as broken bottles), or if an incorrect product was shipped. These items must be returned to us in their original condition. Please email support@earthybyellenza.com within 24 hours of receiving your order with unboxing videos and photos of the damaged, incorrect, or missing products for us to consider your request. The damage should be clearly visible in the photos, and approval is subject to final evaluation. Failure to provide the required documentation within 24 hours will result in the inability to address damage complaints. Eligible returns must be sent back in their original packaging, securely wrapped as they were shipped.

Returns will not be accepted if the product has been used, opened, tried, or if the serial number has been tampered with. Upon receiving the returned item, we will inspect and verify the claim.

Once an eligible return is approved, we will issue a replacement. If the product is not eligible for return, it will be returned to you via courier.

For claims regarding missing items or shortages, you must contact customer service on the day of delivery or within 24 hours, providing photos of the shipping box and a clear description of the issue via email at support@earthybyellenza.com. Claims reported beyond this timeframe might not guarantee a favorable resolution.

If a product does not suit your skin, unfortunately, it cannot be returned. Skincare effectiveness varies individually, and not all products suit everyone. This inherent risk is acknowledged when purchasing skincare, beauty, or consumable items. If you have usage concerns, feel free to contact our support team at support@earthybyellenza.com, and we will assist you in using the product correctly.