Refund policy

Returns and Refund Policy

Last Updated: 29/04/2026

Thank you for shopping at Elissa Rua. We want you to be happy with your purchase and are here to help if something isn’t right.

Returns

We accept returns for eligible non-custom items within 28 days of delivery. To be eligible, the item must:

  • Be unused and in its original condition
  • Be returned in its original packaging
  • Include proof of purchase (e.g. order confirmation or receipt)

Please email contact@elissarua.com to request a return. We’ll provide return instructions and support throughout the process.

Items Not Eligible for Return

Due to the nature of certain products, we cannot accept returns for:

  • Tech accessories (phone cases, iPad covers, AirPods cases), as these are made to order and cannot be resold
  • Customised or personalised items
  • Gift cards or digital products

Exceptions apply if an item is damaged or defective—see below.

Refunds

Once we receive your returned item, we’ll inspect it and confirm the outcome. If approved:

  • A refund will be issued to your original payment method
  • Refunds typically take up to 10 business days, depending on your bank or payment provider
  • Original shipping costs are non-refundable
  • A restocking fee may apply in certain cases and will be clearly communicated if relevant

Exchanges

We can offer exchanges for eligible items (excluding tech accessories). Please contact us to arrange an exchange for a different size, colour, or style. You will be responsible for any price differences and return shipping costs.

Damaged or Defective Items

If your item arrives damaged or faulty, please contact us at contact@elissarua.com right away. We’ll work with you to resolve the issue—this may include a replacement, repair, or refund, depending on the situation.

EU 14-Day Cooling-Off Period

If you are based in the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason. To qualify, the item must be:

  • In the same condition you received it
  • Unused, with original packaging
  • Accompanied by proof of purchase

Please note: this cooling-off right does not apply to made-to-order items, such as tech accessories, as permitted under EU consumer law.

Contact Us

If you have any questions about this policy, contact us at contact@elissarua.com and we’ll be happy to help.

This policy is subject to change without notice. Please review it before making a purchase.