Refund policy

Return & Refund Policy

Last Updated: July 2026

At Eelhoe, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully before making a purchase.

30-Day Return Policy

We accept returns within 30 days of the date your order is delivered.

To be eligible for a return, your item must:

  • Be unused or gently used.
  • Be in its original packaging.
  • Include all original accessories and inserts.
  • Not be damaged due to misuse, abuse, or improper handling.

Products returned without prior authorization may not be accepted.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Opened or used skincare products.
  • Opened or used haircare products.
  • Products marked as Final Sale.
  • Gift cards.
  • Items damaged due to misuse.

If a product arrives damaged or defective, please contact us immediately so we can assist you.

Damaged, Incorrect, or Defective Items

If you receive:

  • The wrong product
  • A damaged item
  • A defective product

Please contact us within 7 days of delivery at eelhoe@icloud.com.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging

Once reviewed, we may offer a replacement, store credit, or full refund at our discretion.

How to Start a Return

To request a return, please email:

eelhoe@icloud.com

Please include:

  • Your full name
  • Order number
  • Reason for the return

If your return is approved, we will provide return instructions.

Customers are responsible for return shipping costs unless the return is due to our error or the item is defective.

Refunds

After receiving and inspecting your returned item, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method.

Please allow:

  • 2–5 business days for inspection.
  • 5–10 business days for your bank or card issuer to process the refund.

Original shipping charges are non-refundable unless required by applicable law.

Order Cancellations

Orders may only be canceled before they have been processed or shipped.

Once an order has been shipped, it cannot be canceled and must follow the standard return process.

Exchanges

We do not offer direct exchanges.

If you would like a different product, please return the eligible item and place a new order.

Lost or Stolen Packages

Eelhoe is not responsible for packages marked as delivered by the shipping carrier.

If your package appears to be lost, please contact the shipping carrier first. We will gladly assist you in filing a claim whenever possible.

Chargebacks

If you experience an issue with your order, we encourage you to contact us before initiating a chargeback with your payment provider. We are committed to resolving concerns quickly and fairly.

California Consumer Rights

If you reside in California, you may have additional rights under applicable California consumer protection laws. Nothing in this policy limits any rights that cannot legally be waived.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Eelhoe
Los Angeles, California, USA
Email: eelhohe@icloud.com