Refund Policy

Returns and Refunds


We offer a full money-back guarantee for all purchases made on our website. If you are not satisfied with the product that you have purchased from us, you can get your money back if the product has not been opened, undamaged, the security seals have not been broken and in the same condition as received. Non-returnable items: Vouchers / Gift Cards, Some personal and health care products. 


We do not offer refunds on products where a reaction has occurred and we have not personally advised/recommended you on the product during a private skin consultation.


You are eligible for a full reimbursement within 14 calendar days from the day you receive your purchase. After the 14-day period has passed, unfortunately we can no longer offer you a refund.


To Process a Return or Refund

Please email us on info@ellabonita.co.uk for approval as we are unfortunately unable to accept returns or refunds we are unaware of. 


We only accept returns or refunds from the person who bought the item. If the item was selected as a gift and posted directly to you, we can issue you a gift credit on your account. If the item was ordered by the giftgiver to their address and then handed to you, we will issue the refund to their account and they will be notified. You will need to provide a proof of purchase such as sales receipt or other proof of purchase such a bank statement.


We reserve the right to withhold a refund or return should the product be returned damaged due to inadequate packaging being used or the product has already been opened. We recommend using the original packaging for your return. If your product is processed for return or refund, we will reimburse you the price that you paid for the item, what is displayed on the original receipt. 


If a refund is granted then the monies shall be returned to the billpayers account via the original payment method used during checkout (Debit/Credit Card). We process all returns within 5 working days of receiving your parcel back. The timeframe is which the funds are returned to your account is in accordance with your bank. We will email you once your return has been processed for a refund. 


A refund will not be processed for any postal and packaging fees or charges that incurred on your order. 


Please note that if your order originally qualified for free shipping and the returned product drops the order below the £30, a shipping cost of £3.95 will be deducted from your refund amount. This does not affect your statutory rights.



Faulty Items

If you have received goods that are faulty or damaged, please reach out to us at info@ellabonita.co.uk. Please include images of the item(s), the packaging and the box that your order arrived in (both inside and outside). Pictures ensure that your query can be handled as quickly as possible. Faulty good claims are resolved on a case-by-case basis.



Shipping

Once your product has been approved for a refund or return, we will then issue a Returns Label to you at a cost of £3.50. This is a tracked service and we usually receive the return within 2-3 days of it being posted. Using our tracked service ensures we receive your return as we are unable to process refunds for items we don't receive. We are not liable should the products that you ship, go missing in the postal service. 


You have 14 days to post the item starting from when you are emailed the your Returns Label. If you are returning an item outside the 14day window, you will receive a store credit instead of a monetary refund. Refunds can only be processed once we receive the item. 


The customer is responsible for all refund charges unless we have shipped the incorrect product to you. 


Cancellation

If you wish to cancel an order, please contact us as soon as possible. If your order has not been processed yet, we might be able to cancel your order and issue a full refund. If your order has been processed/shipped, please refer to our Returns and Refunds policy above.



Exchanges

We don't offer exchanges. You will need to place a new order through the website and return your original order to us for a refund.



If you experience a response from a product, please reach out to us at info@ellabonita.co.uk to assist you further.