Refund policy

Returns, Exchanges & Shipping Policy

Effective for all orders placed on www.elaar.in and through our offline activations.

At Elaar, we strive to ensure every order meets your expectations. If something doesn't feel right, we're here to help through a clear and transparent returns and exchanges process.

By placing an order with Elaar, you acknowledge that you have read, understood, and agreed to this policy.

1. General Guidelines

  • Products purchased from the Sale Section are final sale and are not eligible for returns or exchanges.

  • International orders are currently not eligible for returns or exchanges.

  • Elaar reserves the right to refuse any return, exchange, refund or claim that does not satisfy the eligibility criteria outlined in this policy.

  • Elaar reserves the right to amend, modify or withdraw this policy at any time without prior notice. Any such changes shall apply prospectively and will not affect orders already placed.

2. Exchanges

We follow standard industry sizing to help you find the best fit. If the size does not work for you, we are happy to assist.

Exchange Eligibility

  • Size exchanges are available only for the same style, subject to stock availability.

  • Exchanges for a different style are permitted only if the replacement product is of equal or higher value.

  • If the replacement product is priced higher, the price difference must be paid before dispatch.

  • Exchange requests must be raised within 3 calendar days from the date the order is marked as delivered.

  • Exchange approval is subject to the product satisfying all eligibility conditions upon receipt and inspection.

3. Damaged, Incorrect or Tampered Deliveries

If you receive:

  • A damaged product

  • An incorrect product

  • A tampered package

  • Missing items

Please notify us within 3 calendar days of delivery.

Email: hello@elaar.in

Please include:

  • Order number

  • Clear photographs

  • An unboxing video (strongly recommended)

Failure to report delivery-related issues within the above timeline may result in the claim being declined.

4. Unboxing Video Requirement & Claims Policy

To enable us to fairly investigate delivery-related concerns, we strongly recommend recording a continuous unboxing video while opening your package.

Unboxing Guidelines

  • The outer packaging and shipping label must be clearly visible before opening.

  • The video must be continuous and unedited.

  • Any issue must be clearly shown within the same recording.

Why this is Important

Our logistics partners require proof to investigate claims relating to:

  • Parcel tampering

  • Missing products

  • Incorrect products

  • Transit damage

Claims relating to missing, incorrect, damaged or tampered deliveries may be rejected if adequate evidence is unavailable.

Elaar reserves the right to reject claims where misuse, fraud or insufficient evidence is suspected.

5. Return Eligibility

To qualify for a return or exchange:

  • Requests must be raised within 3 calendar days of delivery.

  • The product must be unused, unworn and unwashed.

  • The product must not display signs of use, dirt, sole marks, creasing, scratches, stains, odour or any customer-inflicted damage.

  • The product must be returned in its original packaging.

  • All original tags, accessories and inserts must be intact.

  • Proof of purchase must be provided.

Products returned in a used, altered, damaged or non-resalable condition may be rejected and returned to the customer at their expense.

Promotional Offers

For purchases made under promotional offers including, but not limited to:

  • DUO10 (Buy 2, Get 10% Off)

  • TRIO15 (Buy 3, Get 15% Off)

  • Any future bundle or promotional offer

the following shall apply:

  • Promotional discounts remain valid only while the qualifying conditions continue to be met.

  • If one or more products are returned, exchanged or cancelled, causing the order to become ineligible for the promotion, the promotional discount shall automatically stand reversed.

  • Refunds shall be recalculated based on the revised order value.

  • Any additional refund resulting from promotional pricing shall not be payable.

  • During exchanges, replacement products must continue to satisfy the promotional conditions. Where eligibility is lost, the applicable difference must be paid before dispatch.

  • Elaar reserves the right to recalculate all discounts, refunds and payable amounts after any return or exchange.

6. Return Process

To initiate a return or exchange, email:

hello@elaar.in

Please include:

  • Order number

  • Reason for return/exchange

  • Supporting photographs or videos where applicable

Once approved, our team will provide further instructions.

Return Approval

Approval to initiate a return or exchange is valid only for the specific request submitted.

For self-shipped returns, customers must dispatch the product within the timeline communicated by Elaar after approval. Failure to dispatch the product within the prescribed timeline may result in the return or exchange request being cancelled.

Return Methods

Reverse Pick-up

Where available, Elaar will arrange a reverse pickup.

The following shall be deducted from the refund:

  • Actual outward shipping charges

  • Actual return shipping charges

Proof of logistics charges can be shared upon request.

Self Shipment

Customers may self-ship the approved return within 7 days of approval.

Only outward shipping charges shall be deducted.

Customers are advised to use a reputed courier service with shipment tracking.

Return Address

Elaar

605, Conwood Paragaon

Plot No. 6, Walbhat Road

Goregaon (East)

Mumbai - 400063

Maharashtra, India

7. Refund Policy

Refund Processing

Refunds are processed only after:

  • The returned product has been received.

  • The returned product has successfully passed Elaar's quality inspection.

  • The return has been approved by our Quality Team.

Refund timelines depend upon your payment provider and banking institution.

Inspection & Approval

Approval of a return request does not guarantee acceptance of the returned product.

If inspection reveals:

  • Usage

  • Damage

  • Missing packaging

  • Missing tags

  • Missing accessories

  • Dirt

  • Sole wear

  • Odour

  • Alterations

  • Any condition rendering the product non-resalable

Elaar reserves the right to reject the return.

Rejected products may be shipped back to the customer at the customer's expense.

Logistics Deduction

As an independent brand, Elaar bears the shipping cost of every order delivered.

Where returns are accepted:

Reverse Pick-up

  • Outward shipping charges

  • Return shipping charges

shall be deducted.

Self Shipment

Only outward shipping charges shall be deducted.

Proof of logistics charges may be shared upon request.

Lost in Transit

Where an order is officially confirmed by Elaar or our logistics partner to be lost in transit, a full refund shall be issued without deductions.

8. Cash on Delivery (COD) Policy

To provide a seamless Cash on Delivery experience while reducing unverified orders, the following charges apply.

COD Charges

  • A ₹49 Convenience Fee is applicable on every Cash on Delivery order. This fee is non-refundable under all circumstances.

  • An additional ₹149 Confirmation Amount is collected during checkout to confirm your COD order. This amount is adjusted against the final payable amount at the time of delivery and is not an additional charge.

Important Notes

  • The ₹49 Convenience Fee is non-refundable irrespective of delivery, refusal, cancellation after dispatch, return or Return to Origin (RTO).

  • The ₹149 Confirmation Amount is adjusted against the order value payable at delivery.

  • If a COD order is cancelled before dispatch, the ₹149 Confirmation Amount will be refunded, while the ₹49 Convenience Fee shall remain non-refundable.

  • If a COD order is refused, returned after delivery or marked RTO, the ₹149 Confirmation Amount shall not be refunded.

  • Elaar reserves the right to disable Cash on Delivery for customers with repeated failed deliveries, refusals or RTOs.

9. Cancellations

  • Orders may be cancelled only before dispatch.

  • Orders already shipped cannot be cancelled.

  • After dispatch, the order shall be governed solely by this Returns & Exchanges Policy.

  • Elaar reserves the right to cancel any order due to stock unavailability, pricing errors, payment issues, suspected fraud or any other reason deemed appropriate.

10. Product Care & Manufacturing Defects

At Elaar, we take pride in using premium materials and thoughtful craftsmanship to create footwear that is both comfortable and durable.

However, footwear is among the most frequently used personal products. Its longevity depends not only on its construction but also on factors such as usage, walking surface, storage conditions, weather exposure, maintenance, foot anatomy, walking pattern and general care exercised by the customer.

Normal wear and tear, fading, creasing, sole abrasion, scratches, stains, water damage, accidental damage, misuse, improper storage or deterioration arising from regular use do not constitute manufacturing defects.

If you believe your product has a manufacturing defect, you must notify us within 3 calendar days of delivery by emailing hello@elaar.in together with clear photographs or videos.

Claims reported within this period will be assessed by our Quality Team.

Claims relating to manufacturing defects reported after 3 calendar days from delivery shall not be accepted, as it is no longer reasonably possible to determine whether the issue originated during manufacturing or arose through subsequent use.

Elaar's assessment regarding whether a product suffers from a manufacturing defect shall be final.

11. Contact Us

For any assistance relating to returns, exchanges or refunds:

Email: hello@elaar.in

We endeavour to respond within 24 business hours.

Please include your order number in all correspondence.

Disclaimer

All returns, exchanges, refunds and claims remain subject to verification by Elaar. Any attempt to misuse this policy, submit fraudulent claims, provide misleading information or abuse promotional offers may result in rejection of the request, cancellation of current or future orders, suspension of customer privileges and any other action permitted under applicable law.

This policy shall be governed by and interpreted in accordance with the laws of India. Any disputes arising out of or relating to purchases made from Elaar shall be subject to the exclusive jurisdiction of the competent courts in Mumbai, Maharashtra.