Refund policy

Return and Exchange Policy

At Eliso, customer satisfaction is our top priority. If you receive a damaged or defective item, we're here to help. You can request a refund or exchange within 7 days of delivery, subject to the terms below.

Eligibility for Refund or Exchange

Refunds or exchanges are only accepted for items that arrive damaged or defective.

We do not process returns for:

Personal dissatisfaction or change of mind
Accidental purchases
Damage caused after delivery

Important Note for Katanas & Figurines

Katanas and anime figurines are delicate and premium items that undergo multiple quality checks before dispatch. Due to their fragile nature and high value:

A complete and uncut unboxing video is mandatory to claim any return or exchange.
The defect or damage must be clearly visible in the video.

❗ Returns or exchanges for katanas and figurines will not be accepted without valid unboxing proof.

Proof Required

To initiate a refund or exchange, customers must provide:

Clear photographic evidence of the damage or defect
The original packaging
(For katanas and figurines) An unedited unboxing video clearly showing the issue

Timeframe

Notify us within 7 days of receiving your order.
Contact us immediately after identifying the issue.

How to Request a Refund or Exchange

Contact Us: WhatsApp us at +91 8076960738 with your order number and required evidence.
Claim Verification: Once verified, we’ll guide you through the return process.
Inspection: After we receive and inspect the returned item, we’ll process your refund or exchange.

Refund & Exchange Details

Refunds are issued to your original payment method within 3–7 business days after the returned item is verified.
Exchanges are processed based on availability of the same or equivalent product.
Refunds are issued only after the returned product passes inspection.

Please note:
If your order has already been packed and shipped, shipping charges and gift wrap fees are non-refundable. These are one-time service costs that cannot be recovered once the order is dispatched. Refunds will be issued only for the product cost, excluding these additional service charges.

Customer-Side Cancellation Policy

If the customer cancels the order after it has been shipped, a deduction of ₹75 per side of shipping (forward + return) will be applied.
This amount will be deducted from the refund to cover unavoidable logistics costs.

Partial COD Note:
Partial COD charges are collected as shipping/handling charges incurred from our end. These charges are non-refundable in case the customer refuses or does not accept the order at delivery.