Refund policy
Returns, Refunds & Privacy Policy — Elora
Last Updated: August 2026
At Elora, we want every order to be clear and straightforward. This policy explains our return, refund, exchange, and privacy practices.
Returns & Exchanges
1. General Return & Exchange Policy
Elora does not generally offer returns or exchanges simply because a customer changes their mind, dislikes the product after receiving it, or no longer wants the order, subject to any mandatory consumer rights applicable under Egyptian law.
Customers are encouraged to carefully review all product information, including dimensions, measurements, color, capacity, materials, included accessories, and product details before placing an order.
Where a statutory right of return or exchange applies, nothing in this policy is intended to restrict that right.
2. Exchange Before Order Confirmation
An exchange may only be requested before the order has been confirmed by Elora.
The period during which an exchange may be requested is the period between:
Payment of the 50% deposit → Elora's order confirmation.
During this period, the customer may contact Elora through WhatsApp and request to change the selected product.
Once Elora has confirmed the order with the customer, the product selection cannot be changed.
After confirmation, Elora proceeds with sourcing and processing the selected product.
3. Product Condition Required for an Eligible Return
Where a return is permitted or required, the product must be returned in the same condition in which it was received, subject to applicable law.
The product should:
- Be completely unused.
- Show no signs of use or consumption.
- Have no scratches, stains, damage, or alterations.
- Include all items originally supplied with it.
- Include the original box where one was provided.
- Include the dust bag where one was provided.
- Include tags where they were provided.
- Include all accessories originally supplied with the product.
- Remain in the same condition and packaging in which it was delivered.
The customer may inspect the product upon delivery.
However, inspection does not mean that the product may be used, worn, damaged, altered, or removed from its original packaging beyond what is reasonably necessary for inspection.
If the product shows signs of use, damage, missing accessories, missing packaging, or other changes that were not present when delivered, Elora may refuse the return to the extent permitted by applicable law.
4. Products Supplied Without Accessories or Packaging
If a product is originally supplied without a box, dust bag, tags, or another accessory, and this is clearly stated in the product description, the customer is not required to return an item that was never supplied.
The customer must return the product together with everything that was actually provided with the original order.
Defective, Damaged, or Incorrect Products
5. Problems Caused by Elora
If the customer receives a product that is:
- Damaged
- Defective
- Incorrect
- A different color from the confirmed order
- A different model from the confirmed order
- A different size or specification from the confirmed order
- Missing an item that was included in the order
the customer should notify Elora immediately upon delivery.
The customer should not use or modify the product after discovering the issue.
Where the issue is attributable to Elora, Elora will bear the applicable return and delivery costs and will work with the customer to provide the appropriate remedy, subject to applicable law.
This may include a refund or another legally applicable remedy.
The Egyptian Consumer Protection Agency provides specific protections for defective products, including statutory rights relating to replacement, return, and refund.
6. Damage During Delivery
Customers are encouraged to inspect the product before paying the remaining 50% balance.
If the product arrives damaged or in an abnormal condition, the customer should notify Elora immediately.
Elora will investigate the issue and coordinate with the delivery provider where necessary.
Refunds
7. Refund When the Product Is Unavailable
If the customer has paid the 50% deposit and Elora discovers that the ordered product is unavailable, Elora will contact the customer.
The customer may:
- Choose an alternative product.
- Pay any applicable difference if the alternative costs more.
- Receive the difference if the alternative costs less.
- Decline the alternative and receive a refund.
If the customer does not want an alternative, the amount paid will be refunded in full.
8. Refund When the Customer Simply Changes Their Mind
If a customer requests to return an otherwise correct product solely because they changed their mind, no longer want it, or do not like it, Elora's general policy is that returns are not offered, subject to any mandatory statutory consumer rights.
Where a return is accepted or legally required in such circumstances, the refund may be reduced by reasonable costs actually incurred in connection with the order and return, to the extent permitted by applicable law.
Elora currently estimates these order-related costs at approximately EGP 400, but this amount may be changed in the future based on actual operational and delivery costs.
The applicable deduction will not be used to restrict any mandatory consumer right.
9. Refusal at Delivery
Customers are allowed to inspect the product before paying the remaining 50%.
If the customer discovers a genuine product-related issue attributable to Elora, the customer may refuse delivery and contact Elora immediately. The applicable refund will be handled according to the circumstances and applicable law.
If the product is correct and in the expected condition, but the customer simply decides not to accept it for a personal reason unrelated to the product, any applicable refund may be subject to reasonable order-related costs, including delivery and operational costs, to the extent permitted by law.
Elora currently estimates these costs at approximately EGP 400, subject to change.
10. Refund Method
Refunds will generally be made to the same payment account or payment method used by the customer to make the original payment, where technically possible.
For InstaPay payments, the refund will be sent to the same account from which the original deposit was received.
The customer may be asked to provide information necessary to verify the original transaction.
Where Elora approves an immediate refund, we will initiate the refund when the customer contacts us and the refund is confirmed.
The time required for the funds to appear in the customer's account may depend on the relevant banking or payment system.
Privacy Policy
11. Information We Collect
When using Elora or placing an order, we may collect information such as:
- Full name
- Phone number
- Email address
- Delivery address
- Order information
- Product selections
- Payment transaction information
- Customer communications
- Information provided to customer support
- Order history
Elora does not request the customer's national ID number or date of birth as part of the normal ordering process.
12. How We Use Customer Information
We use customer information only as reasonably necessary to operate Elora and provide our services, including:
- Processing orders.
- Confirming orders.
- Verifying payments.
- Contacting customers.
- Arranging delivery.
- Handling returns and refunds.
- Providing customer support.
- Maintaining order history.
- Resolving disputes.
- Protecting the website and business from fraud or misuse.
- Sending marketing communications where the customer has subscribed to receive them.
13. WhatsApp Communications
Elora may communicate with customers through WhatsApp when necessary for:
- Order confirmation.
- Payment confirmation.
- Delivery coordination.
- Customer support.
- Resolving order problems.
- Responding to customer requests.
Elora does not currently use WhatsApp as a regular channel for sending promotional offers.
14. Sharing Customer Information
Elora does not sell, rent, or trade customer personal information.
Customer information may be shared only where reasonably necessary to provide the requested service or operate the order.
For example, relevant delivery information may be provided to the delivery company responsible for delivering the customer's order.
Customer information may also be processed by technical or service providers used to operate the Elora website and related services where necessary for those services.
15. Payment Information
Elora may receive information relating to payments and transactions in order to verify deposits and process orders.
Elora does not request or intentionally store sensitive banking credentials such as banking passwords or PINs.
Payment services may process transactions according to their own systems, terms, and security practices.
16. Marketing Emails
Customers who subscribe to receive communications from Elora may receive emails regarding:
- New collections.
- Product launches.
- Promotions.
- Discounts.
- Special offers.
- Other Elora updates.
Customers may unsubscribe from marketing emails at any time.
Unsubscribing from marketing communications will not prevent Elora from contacting the customer regarding an existing order, payment, delivery, refund, or other service-related matter.
17. Order History & Records
Elora may retain order history and transaction-related information for legitimate business, customer service, accounting, dispute resolution, and legal purposes.
Customers may request deletion of their personal information by contacting Elora.
Where certain information must be retained to comply with applicable legal or business obligations, Elora may retain that information for the required period.
18. Deletion Requests
Customers may contact Elora if they would like to request deletion of their personal information.
Elora will review and process deletion requests subject to applicable law and any information that must legally or reasonably be retained.
19. Website Cookies & Tracking
Elora may introduce cookies, analytics, advertising pixels, or similar technologies as the website and marketing operations develop.
Where such technologies are introduced, they may be used for purposes such as:
- Website functionality.
- Analytics.
- Performance measurement.
- Understanding how visitors use the website.
- Improving the customer experience.
- Measuring marketing campaigns.
The applicable privacy practices may be updated when new technologies or services are introduced.
20. Data Security
Elora takes reasonable measures to protect customer information from unauthorized access, misuse, loss, or disclosure.
However, no internet-based service can guarantee absolute security.
21. Applicable Privacy Law
Elora handles personal information in accordance with applicable Egyptian laws and regulations relating to personal data protection.
Egypt's Personal Data Protection Law No. 151 of 2020 establishes the legal framework for the protection and processing of personal data.
Nothing in this policy is intended to remove or restrict any mandatory rights granted to individuals under applicable law.
22. Changes to This Policy
Elora may update this policy from time to time to reflect changes in:
- Our products.
- Our services.
- Payment methods.
- Delivery procedures.
- Website functionality.
- Privacy practices.
- Applicable laws and regulations.
The latest version will always be published on this page with its updated date.
23. Contact Elora
For returns, refunds, exchanges, privacy requests, or any other customer support matter:
Elora
WhatsApp: 01121303300
Last Updated: August 2026