Refund policy

Effective Date: January 1, 2026

Operator: Eoela is owned and operated by Veliora Group LLC.

1. Order Cancellation

You may request to cancel your order within 12 hours of purchase.

If the order has not yet been processed or shipped, a full refund will be issued.

Once an order has been processed or dispatched, it can no longer be canceled and must follow our return procedure.

To request a cancellation, please contact us at hello@eoela.com with your order number.

2. Return Eligibility

We offer a 30-day return policy.

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

• Be unused, unworn, unwashed, and undamaged
  
• Be in the same condition as received
  
• Show no signs of wear, scratches, discoloration, perfume, cosmetics, or alteration
  
• Include all original tags, hygiene seals, protective films, jewelry cards, pouches, boxes, and packaging
  
• Be returned in its original packaging
  
• Include valid proof of purchase, such as the order number

For hygiene reasons, pierced earrings and other jewelry intended for pierced body areas may only be returned when unworn and when any hygiene seal or protective packaging remains intact, except where the item is defective, damaged, incorrect, or not as described.

Items showing signs of wear, damage, misuse, alteration, odor, removed hygiene seals, missing components, or improper storage may be refused and returned to the customer at their expense.

Eoela reserves the right to refuse returns that do not meet these conditions, subject to applicable consumer protection laws.

3. Return Process

Request Authorization

Contact us at hello@eoela.com with:

• Your order number
  
• The item you wish to return
  
• The reason for the return
  
• Clear photographs if the item is damaged, defective, or incorrect
  

Receive Approval

All returns must be approved in advance.

Items sent without prior authorization may not be accepted or processed.

Follow the Return Instructions

Once your return request is approved, we will provide the applicable return instructions and designated return address.

Our fulfillment center is not necessarily our return address. Please do not send a return to the address shown on the original shipping label unless instructed to do so by our customer support team.

Ship Within the Required Timeframe

Approved returns must be shipped within 7 days of authorization.

We strongly recommend using a trackable shipping service and retaining your shipping receipt until the return has been completed.

4. Return Shipping and Costs

Customers are responsible for return shipping costs unless the item received is defective, damaged, incorrect, or not as described.

Original standard shipping charges are non-refundable, except where required by applicable law.

Expedited shipping charges and optional delivery service fees are non-refundable.

We strongly recommend using a trackable shipping service. Eoela is not responsible for returned items that are lost, delayed, or damaged during return transit unless the return shipping was arranged directly by us.

Refunds are processed in the original purchase currency.

Eoela is not responsible for exchange-rate fluctuations, currency conversion charges, transaction fees, or bank processing fees.

5. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If you receive an item that is defective, damaged, incorrect, or materially different from its product description, contact us as soon as possible after delivery.

Please include your order number and clear photographs showing:

• The complete item
  
• The damaged or defective area
  
• The product packaging
  
• The shipping label, where relevant

If the issue is confirmed, we will provide an appropriate solution, which may include:

• A replacement item
  
• A full refund, including applicable standard shipping charges
  
• Another remedy required under applicable consumer law

There will be no additional return or replacement shipping cost to you for a confirmed defective, damaged, or incorrect item.

Minor variations in color, texture, surface pattern, pearl or shell appearance, stone pattern, or handcrafted finish may occur due to material characteristics, lighting, screen settings, and production methods. Such normal variations are not necessarily considered defects.

Australia Notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

6. Non-Returnable Items

The following items cannot be returned unless they are defective, damaged, incorrect, or not as described:

• Gift cards
  
• Personalized, engraved, customized, or made-to-order products
  
• Items marked as “Final Sale” at the time of purchase
  
• Pierced earrings or other pierced jewelry after the hygiene seal has been removed or the item has been worn
  
• Items damaged through misuse, improper care, exposure to chemicals, moisture, perfume, cosmetics, or unsuitable storage
  
• Items returned without their original components or packaging

These exclusions remain subject to applicable statutory consumer rights.

7. No Direct Exchanges

We do not currently offer direct product exchanges.

To purchase a different style, size, finish, or color, please return the original eligible item for a refund and place a new order.

Placing a new order separately may help ensure that the preferred item remains available while the return is being processed.

8. European Union and United Kingdom — 14-Day Right of Withdrawal

For eligible orders delivered to customers in the European Union or the United Kingdom, customers generally have the right to withdraw from the purchase within 14 days after receiving the last item in the order, without providing a reason, subject to applicable legal exceptions.

To exercise this right, you may use the electronic withdrawal function available through your customer account or order status page. You may also contact us within 14 days of receiving the order with a clear statement that you wish to withdraw from the purchase.

Where the right of withdrawal applies:

• We will refund the purchase price.
• We will refund the cost of the least expensive standard delivery method offered at checkout, where required by applicable law.
• The customer is responsible for the direct cost of returning the goods unless the item is defective, damaged, or incorrect.
• Returned goods must be sent within 14 days after notifying us of the withdrawal.
• Items must be returned in their original condition, with all included components and packaging.

Customers are responsible for any diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.

We may withhold reimbursement until we have received the goods back or until the customer has supplied evidence of having dispatched the goods back, whichever is earlier.

The statutory right of withdrawal may not apply to certain products, including personalized or custom-made items and sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been removed.

Nothing in this section limits any mandatory rights available under applicable EU or UK consumer law.

9. Refunds

Once your return is delivered, it will normally be inspected within 2–3 business days.

We will notify you whether the refund has been approved or rejected.

If approved:

• The refund will be issued to the original payment method
  
• Please allow 5–10 business days for the refund to be processed
  
• Your bank, card issuer, or payment provider may require additional time before the funds appear in your account

If more than 15 business days have passed since your refund was approved, please contact us at hello@eoela.com.

Eoela may deduct an amount reflecting any loss in value where permitted by law and where the returned item has been handled beyond what is necessary to inspect it.

10. International Duties and Taxes

For international returns, Eoela cannot refund customs duties, import VAT, brokerage charges, clearance fees, or administrative fees collected by local authorities or third-party carriers.

You may be able to apply for reimbursement of certain import charges by contacting your local customs authority. Eligibility and procedures vary by country.

Customers are responsible for correctly declaring returned merchandise when completing customs documentation. Eoela is not responsible for delays, additional fees, or rejected returns caused by incomplete or inaccurate customs declarations.

11. Consumer Rights

Nothing in this Return & Refund Policy limits, excludes, or replaces any statutory consumer rights or legal remedies available under applicable law.

Where this policy conflicts with mandatory consumer protection law, the applicable legal requirements will take precedence.

12. Business Information

Brand: Eoela
Operating Company: Veliora Group LLC

Customer Support:

• Email: hello@eoela.com
  
• Global Support Line: +1 302 662 2135
  
• WhatsApp: +1 302 662 2135

Customer Service Hours:

Monday–Sunday

We aim to respond to customer inquiries within 12 hours on business days.