Refund policy

Returns policy & right of withdrawal

At ElleCera, we believe in care that supports, not corrects. That also applies to how we handle returns: no small print, no hurdles. Below you can read exactly what your rights are, when you get your money back and how that happens.

In short: you have a 14-day statutory cooling-off period in which you may unpack and try the product. On top of that, we give you a 30-day satisfaction guarantee. We process your refund immediately after your notification, using the same payment method you paid with. How quickly the amount appears in your account depends on the payment method you chose.

1. Your statutory right of withdrawal: 14-day cooling-off period

You have the right to withdraw from your order within 14 days of receipt without giving any reason. If you order several products that are delivered separately, the period starts on the day you receive the last product.

You may unpack and try the product. Just as you would in a shop. We do not require the product to be unopened or unused. That is not allowed, and we would not want it either. After all, you need to be able to find out whether it suits you.

How to withdraw

You can withdraw in three ways. All three are equally valid:

  • Using the button below: the quickest route. You fill in your details and we send you a confirmation by email.
  • By email to hello@ellecera.nl, in your own words. Please include your order number.
  • Using the EU model withdrawal form. You will find it behind the button below; you may use it, but you do not have to.

Withdraw from the contract here

Once you have pressed the button and submitted the form, we will send you an acknowledgement of receipt by email as soon as possible. From that moment, you have 14 days to send the product back, should you choose that route (see point 4).

2. When do you get your money back?

We process your refund immediately, on the day we receive your withdrawal. How quickly the amount then appears in your account depends on the payment method you chose.

We may withhold the refund until we have received your return, or until you have shown that you have sent the product back, whichever happens first. So if you forward us your proof of postage or Track & Trace code straight away, you do not have to wait for the parcel to reach us. Your money is then refunded immediately.

If you choose the "keep the product + partial refund" route (see point 4), there is nothing to send back and we process your refund immediately after your notification.

3. How do you get your money back?

Always using the same payment method you paid with. You do not need to provide anything and it costs you nothing.

  • Did you pay with iDEAL or Bancontact? Then the amount is refunded to the bank account you paid from.
  • Did you pay by credit card? Then we refund to the same card. Depending on your card issuer, it may take a few more working days before you see it on your statement.
  • Did you pay with PayPal, Apple Pay or Google Pay? Then it goes back to the same account.
  • Did you pay afterwards or in instalments? Then we reduce or cancel the outstanding amount with the payment provider. If you have already paid (part of) it, you get that part back in your account.

Only if you expressly agree will we refund you in a different way, and even then we will not charge you for it.

Shipping costs: we always ship for free. So you have not paid any shipping costs and there is nothing to refund on that point. You get back the full amount you paid at checkout.

4. Sending it back: you have two equal options

Option 1: Return the product, full amount refunded

You send the product back within 14 days of your withdrawal notification to:

Eric Xing
3rd Floor, Building 3, No. 55, Yifeng Road
Xiasha Street, Hangzhou
Zhejiang 310018
China

The cost of returning the product is for you. This is an international shipment, so these costs can be considerable. Check the rate with your carrier beforehand. We do not charge a restocking fee. Keep your proof of postage: if you send it to hello@ellecera.nl, we will refund you immediately without waiting for it to arrive.

Option 2: Keep the product, partial refund

Sending items abroad is expensive and the product will not be resold by us. That is why we offer an alternative: you keep the product and we refund part of your purchase price. No parcel point, no shipping costs, no waiting. Email us at hello@ellecera.nl and we will make you an offer.

This is an offer, not an obligation. Would you simply like your full money back under your statutory right of withdrawal? Then you will get it. You do not have to accept Option 2 and we will not push you towards it. Choose whatever feels best for you.

5. Diminished value

You may unpack, inspect and try the product to establish what it is, how it feels and whether it works. We will never charge you anything for that.

If you go further than necessary, for example by using the product intensively for weeks or by damaging it, and its value has decreased as a result, we may deduct that diminished value from your refund. This follows from Article 6:230s of the Dutch Civil Code. In practice this rarely happens, and we always explain it to you first.

6. Exception: sealed hygiene products

Our HydroGel eye patches are supplied in sealed sachets. If you have broken the seal of a sachet, that sachet can no longer be taken back for reasons of health protection and hygiene. This is the statutory exception in Article 6:230p(f) of the Dutch Civil Code.

What this does mean: sachets that are still sealed can simply be returned and will be refunded. If you have opened one sachet and not the rest, you return the rest.

What this does not mean: this exception applies exclusively to the HydroGel sachets. It does not apply to the MicroLift Pro, the DermaSculpt or the SilkPeptide. You may try those fully and simply return them within your 14-day cooling-off period.

7. Extra service: 30-day satisfaction guarantee

In addition to your statutory rights, we voluntarily give you a satisfaction guarantee of 30 days from receipt. This is an extra service from ElleCera, not a statutory right, and it comes on top of everything above, never in place of it.

Your first 14 days do not change because of this. During that period, your full statutory right of withdrawal under points 1 to 6 always applies, including the right to try the product.

Once your 14-day statutory cooling-off period has ended, you can still invoke this guarantee up to and including day 30. Our own conditions do apply to this:

  • the product is unopened and unused, in its original packaging;
  • you contact us within 30 days of receipt at hello@ellecera.nl;
  • the return costs are for you, or you choose Option 2 above.

Here too: we process your refund immediately after your notification, using the same payment method.

8. Contact & company details

Questions? Feel free to email us. We reply within 24 hours. Not sure whether something falls under your statutory rights or under the satisfaction guarantee? Just ask; we are happy to help you work it out.

ElleCera
Email: hello@ellecera.nl
Website: ellecera.nl
KVK number (Chamber of Commerce): 98797298
VAT number: NL005354746B63

This returns policy is based on Section 6.5.2B of the Dutch Civil Code (implementing Directive 2011/83/EU on consumer rights). Your statutory rights are never limited by it.