Refund policy
EALA RETURNS & REFUND POLICY
We hope you love your Eala order. However, if you change your mind, you may request a return within 14 days of receiving your order, subject to the conditions below.
Returns
To request a return, please contact us within 14 days of receiving your order at:
Once you have notified us of your return, we will provide instructions on where and how to return your order.
Please do not send items back without contacting us first, as unauthorised returns may not be accepted.
Returned items should be in the same condition in which they were received, with all original tags, accessories and packaging where applicable.
Please retain your receipt or other proof of purchase.
Skincare, Cosmetics & Personal Care Products
For health, hygiene and safety reasons, skincare, cosmetics and other personal care products that are supplied sealed and have been opened or unsealed after delivery may not be eligible for a change-of-mind return.
Unopened and sealed products may be returned where your statutory right of withdrawal applies.
This does not affect your legal rights if a product is faulty, damaged, incorrectly supplied or otherwise does not conform to your order.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your product arrives damaged, defective, faulty or you receive the wrong item, please contact us as soon as possible at ealamodest@gmail.com.
Please include your order number and, where possible, photographs showing the problem so we can assess the issue and resolve it for you.
Your statutory consumer rights are not affected by this policy.
Exceptions / Non-Returnable Items
Certain products may not qualify for a change-of-mind return, including:
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Personalised or custom-made products
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Products that deteriorate or expire quickly
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Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken
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Gift cards
If you are unsure whether your product can be returned, please contact us before sending it back.
Sale Items
Purchasing an item at a discounted or sale price does not affect your statutory consumer rights.
Where a return is based solely on a change of mind, the normal eligibility requirements and any applicable exclusions in this policy will apply.
Exchanges
If you would like a different item, please contact us regarding the return of your original item.
Once your return has been accepted, you can place a new order for the product you would prefer.
EU 14-Day Cooling-Off Period
For eligible online purchases, customers in Ireland and the European Union generally have the right to cancel their purchase within 14 days of receiving the goods without giving a reason.
You must notify us within this 14-day period if you wish to exercise your right to cancel.
After notifying us, you must return the eligible goods within the applicable legal timeframe.
Certain exceptions apply, including some sealed products that cannot be returned for health or hygiene reasons once unsealed.
Return Shipping Costs
Unless an item is faulty, damaged, incorrectly supplied or otherwise required by law, the customer is responsible for the cost of returning the item.
Original delivery charges will be refunded where required by applicable consumer law.
Please use a tracked postal or courier service when returning an order, as Eala cannot be responsible for returned parcels that are lost in transit.
Refunds
Once we receive your return, we will inspect it and notify you regarding your refund.
Approved refunds will be issued to your original payment method in accordance with applicable consumer law.
Please allow additional time for your bank or card provider to process the refund after it has been issued.
Contact Us
For questions about returns, refunds or damaged products, please contact:
We are happy to help with any questions before you return your order.