Refund policy

Last updated: September 20, 2026

At Elegant & Luxurious we want you to love every product you order. This Refund & Returns Policy explains your right to cancel an order, how to return products, how refunds work, and what to do if something is not right. It applies to all purchases made through elegantluxurious.com and is designed to comply with the EU Consumer Rights Directive and Italian consumer law (Legislative Decree no. 206/2005, the Consumer Code).

1. Your 14-Day Right of Withdrawal

If you are a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason. The 14-day period starts on the day you, or a third party you have named (other than the carrier), receive the products. If you order several products in one order and they are delivered separately, the period starts on the day you receive the last product. We extend the same 14-day period to customers outside the European Union.

To exercise your right of withdrawal, tell us of your decision by a clear statement, for example by email to theclusterstore7@gmail.com or by post to the address at the bottom of this page. You may use the model withdrawal form below, but you are not obliged to. It is sufficient that you send your notice before the 14-day period has expired.

2. How to Return a Product

Contact us first. Email us with your order number and the products you wish to return. Please do not send anything back before we reply: we will confirm your request and send you the correct return address and instructions.
Send the products back within 14 days of telling us that you wish to withdraw.
Pack them carefully. Products must be unused, unopened, in their original sealed packaging and in a resalable condition, with all labels and accessories.
Keep your proof of postage. We recommend a tracked service, as you are responsible for the products until they reach us.

Return shipping costs. If you withdraw from your purchase, you bear the direct cost of returning the products. If a product arrived damaged, defective or different from what you ordered, we will cover the cost of the return.

3. Refunds

We will refund all payments we received from you, including the standard delivery charge you paid (but not any extra cost you chose for a delivery method more expensive than our least expensive standard option), without undue delay and no later than 14 days from the day we receive your notice of withdrawal.

We may withhold the refund until we have received the products back, or until you provide evidence that you have sent them back, whichever is earlier. Refunds are made using the same payment method you used for the original purchase, at no cost to you. Depending on your bank or card issuer, it may take a few additional business days for the amount to appear in your account.

You are liable only for any loss in value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. If a returned product shows signs of use or damage, we may reduce your refund accordingly.

4. Products That Cannot Be Returned

In accordance with Article 59 of the Consumer Code, the right of withdrawal does not apply to:

Sealed products that are not suitable for return for health-protection or hygiene reasons, if they have been unsealed after delivery. This includes opened skincare, cosmetics, makeup, lip products, soaps, hair care, essential oils and dietary supplements. Products that are still sealed and unused can be returned as described above.
Products made to your specifications or clearly personalised, including custom-blend products.

5. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or not as ordered, please contact us as soon as possible, ideally within 14 days of delivery, with your order number and clear photos of the product and its packaging. We will, at your choice where available, send you a replacement or give you a full refund, including the original shipping cost and the cost of returning the item. This does not affect your statutory rights under the legal guarantee of conformity, which applies for at least two years from delivery of the products.

We do not offer direct exchanges. If you would like a different product, please return the original item under this policy and place a new order.

6. Cancelling an Order Before It Ships

If you need to cancel or change an order, contact us as soon as possible. If your order has not yet been dispatched, we will cancel it and refund you in full. Once an order has been dispatched, the return process above applies.

7. Late or Missing Refunds

If you have not received your refund within the timeframe above, please first check your bank account or card statement, then contact your card company or bank, as processing times can vary. If you still have not received it, contact us at theclusterstore7@gmail.com and we will look into it right away.