Refund policy

REFUND POLICY

  • All Sales are Final. We do not provide cash refunds.

  • Exchange Window: You can exchange your purchase within 14 days, provided the product is in its absolute original condition with tags attached/uncut and in original ELYRA packaging along with receipt.

  • Sale Items: If a price is reduced during a promotion, exchanges will be processed at the new, discounted price.

  • Eligibility: Items that are used, washed or damaged by the customer are not eligible for exchange.

  • Damage Claims: Claims for damaged merchandise must be made within 3 days of delivery.

  • Exclusions: For hygiene and safety reasons, fragrances, accessories (jewelry, belts, sunglasses) and undergarments cannot be exchanged.

  • Processing Time: Please allow 1–2 weeks for the processing of claims and exchanges.


We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To start a return, you can contact us at elyra.official2025@gmail.com. Please note that returns will need to be sent to the following address: 
89-A, Judicial Colony, Phase 2, Lahore

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at elyra.official2025@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Online Purchase Exchange Policy

If you wish to exchange an item, please follow the procedure below within 14 days of your purchase:

Standard Exchange Procedure

To initiate an exchange, you must send the item back to our warehouse via a courier service of your choice.

ELYRA does not offer doorstep collection services.

Step-by-Step Process:

  1. Initiate: Send a WhatsApp message to 03364308908 with your Order ID and the reason for exchange.

  2. Ship: Once your request is acknowledged, pack the item securely and send it to our return address: 89-A, Judicial Colony, Phase 2, Lahore.

  3. Costs: All courier charges for sending the item back to us, as well as the delivery charges for the new exchanged item, are to be borne by the customer.

  4. Verification: Once we receive and inspect the item, your exchange or online store credit will be processed within 7–10 business days.
    Note: We recommend using a trackable courier service, as ELYRA is not responsible for items lost or damaged during transit back to us.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 days have passed since we’ve approved your return, please contact us at elyra.official2025@gmail.com.