Refund Policy
Elarose USA, operated by Vereno Holdings LLC, wants you to feel confident in every purchase. We understand that sometimes an item may not be the perfect fit. Our return policy is designed to be transparent, fair, and fully compliant with US consumer protection standards.
1. Return Window
You have 14 days from the date your package is delivered to initiate a return request. Requests made after this 14-day window will not be eligible for a refund or exchange.
2. Return Eligibility Requirements
To qualify for a return and refund, the following criteria must be met:
- Condition: The item must be in its original, unworn, and unwashed condition.
- Tags and Packaging: All original tags must be attached and the item must be returned in its original packaging.
- Proof of Purchase: A valid order number or receipt from elarose.usa is required.
- Exclusions: For hygiene reasons, certain items such as undergarments may be non-returnable.
3. How to Initiate a Return
To start a return, please follow these steps:
- Contact our support team at info@elarose.usa with your order number and the reason for your return.
- Our team will review your request and provide you with the correct return address and a Return Authorization (RA) number.
- Securely pack the item and include the RA number inside the package.
4. Return Methods
Returns must be sent via a reliable postal service or courier. We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item if it is sent without tracking.
5. Return Shipping Costs
Except in cases where we made an error, such as sending a damaged or incorrect item, the customer is responsible for all return shipping costs.
6. No Restocking Fee
Elarose USA does not charge any restocking fees for returned items.
7. Refund Processing Time
Your return must be received and inspected at our facility before a refund is issued. Once we receive your return, we will notify you by email. If approved, your refund will be processed back to your original payment method within 7 business days. Please note that your bank or credit card provider may require additional time to post the refund to your account.
8. Late or Missing Refunds
If you have not yet received your refund, we recommend first checking your bank account and then contacting your credit card provider, as processing times can vary. If you have completed these steps and still have not received your refund, please contact us at info@elarose.usa.
9. Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged or defective, or if you received the wrong item, please contact us within 48 hours of delivery. In these cases, Elarose USA will cover the cost of a replacement or provide a full refund including original shipping costs. Please include clear photos of the damage or incorrect item to help us resolve the matter promptly.
10. Exchange Policy
The fastest way to get the item you want is to return the original item and, once the return is accepted, place a new order for the correct item.
11. Order Cancellation Policy
You may cancel your order for a full refund within 24 hours of purchase. After 24 hours, your order may already be in processing and you will need to follow the standard return process once the item arrives.
12. Lost Parcels and Missing Returns
- Lost parcels: If your tracking information shows your order as delivered but you have not received it, please contact the carrier directly. If the carrier confirms the parcel is lost in transit, reach out to us and we will work toward a resolution.
- Missing returns: Elarose USA is not responsible for returns that are lost during transit back to our warehouse. This is why we require tracking on all return shipments.
13. Policy Abuse Prevention and Fraud Protection
To protect our customers and our business, we monitor return activity for signs of abuse. We reserve the right to limit returns or close accounts where we detect fraudulent behaviour, including purchasing items with the intent to return them after use or repeated unfounded claims of non-delivery despite carrier confirmation.
14. Items Returned Without Approval
Items sent back without first requesting a return will not be accepted and will not be eligible for a refund.
15. Business Contact Information
For any questions regarding your return or refund, please reach out to our support team.
Ownership and Operation: Elarose USA is owned and operated by Vereno Holdings LLC.
Registered company name: Vereno Holdings LLC
Company registration number: 2026-001877124
Address: 30 N Gould St Ste R, Sheridan, WY 82801, USA
Email: info@elarose.usa
Phone: (917) 512-4992
Business Hours: Monday to Saturday, 9:00 AM to 6:00 PM (GMT-05:00) Eastern Standard Time
16. Policy Updates
Vereno Holdings LLC reserves the right to update this policy at any time to comply with legal requirements or operational changes. The policy in effect at the time of your purchase will apply.