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, including phone cases, AirPods cases and iPad covers, are printed or produced to order specifically for the device model selected by the customer. As these items are made to order and cannot readily be resold, they are exempt from the statutory right of withdrawal under Article 16(c) of the EU Consumer Rights Directive
  • 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: The 14-day right of withdrawal does not apply to goods made to a consumer's specifications or clearly personalised. This includes our made-to-order tech accessories, such as phone cases, AirPods cases and iPad covers, which are produced specifically for the device model selected at the time of purchase. Orders for made-to-order products may only be cancelled before production has begun.

Contact Us

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

We reserve the right to update this policy from time to time. Any changes will apply only to orders placed after the updated policy has been published on this website.