Return and Exchange Policy Nationwide: Easy and Seamless
At Ellena.pk, we understand the importance of customer satisfaction and strive to make your shopping experience as hassle-free as possible. That's why we offer a seamless return and exchange policy across Pakistan.
30-Day Return and Exchange Policy with No Questions Asked
We want you to shop with ease and confidence, which is why we offer a 30-day return and exchange policy. If you receive a product that you are not satisfied with, you can return or exchange it within 30 days of receiving your order. And the best part? We won't ask you any questions at all!
100% Days Money Back Guarantee
Yes you heard it right. We at Ellena offer all our online customers with a 100% cash back guarantee in case you are not satisfied with the quality or the product received is not up to your expectations. At Ellena.pk, we understand the importance of customer satisfaction and strive to make your shopping experience as hassle-free as possible.
Exceptions to Our Return and Exchange Policy
- Please note that we do not entertain returns or exchanges for items that were purchased on sale or ordered online on sale.
- Additionally, the stitched or tailor-made fabric cannot be returned or exchanged due to a change of mind or any other reason other than any faults or defects in stitching.
Conditions for Return and Exchange
To be eligible for a return or exchange, the product must be unused, with its price tag intact, and the purchase receipt must be provided.
In case of online orders, you are requested to keep the invoice delivered in order with you and present it while claiming the refund/exchange.
Return and Exchange Procedure
To initiate a return or exchange, simply drop us an email at help@ellena.pk with your order ID and details of what you want to return or exchange. If you are returning or exchanging due to a change of mind, the shipping charges will be borne by you. However, if we made a mistake in sending the wrong product, we will take care of everything, and you won't have to pay anything for it.
Refunds will be issued via Easypaisa, Jazz Cash, or Bank Transfer. We do not offer cash returns. If you choose to exchange your product, you can place a new order and share the Order ID/Number with us for confirmation and any adjustments.
Standard duration for any refund(s) to be processed and cleared is 10-12 working days after the case has been approved.
Digital Voucher
- In-case of exchange, once the parcel/article is received by our warehouse team, they shall contact you via call or social media and share a voucher which shall be redeemable online only
- The voucher shall be of the same amount as of the article or order being returned or exchanged
- In-case the new order is of less amount, the balance voucher amount shall not be redeemed to the customer in future. Either the order has to be of exactly the same amount of voucher or more than that
Physical Returns
- If you want to physically return the parcel and claim a refund, you can visit official outlet of Raja Sahib Liberty Branch and Our representative will guide you through the process of return/exchange
- For customers located outside Lahore, you can dispatch your parcel back to our warehouse at Raja Sahib Shopping Mall, 4th Floor, 94-C/II, Gulberg III, Lahore, Pakistan.
Exceptions to Our Policy
Please note that damages due to neglect, improper usage, or application will not be covered under our return and exchange policy.
At Ellena.pk, we value our customers and strive to provide the best possible service. If you have any questions or concerns regarding our return and exchange policy, please do not hesitate to contact us.+923304154441