Refund policy
Last updated: 26 October 2026
This policy explains your right to cancel an order, and to return and exchange products, at the Elian Russia online store, operated by RandM Company. It was prepared under the E-Commerce Law and its Implementing Regulation, and does not reduce any right the law gives you. It applies equally to products bought during offers and sales.
1. Summary
| Case | Request period | Shipping cost | What you get back |
|---|---|---|---|
| Cancelling an order before it ships | Before it is handed to the shipping company | None | The full amount |
| Returning an unopened, undamaged product | 3 working days from receipt | Paid by the customer | The product price |
| Exchanging an unopened, undamaged product | 7 days from receipt | Paid by the customer | — |
| Defective, counterfeit, damaged or non-conforming product, or one sent by mistake | Whenever this appears | Paid by us | The full amount, or an exchange |
| Delivery delayed more than 15 days | Before receipt | None | The full amount |
| Product opened or used with no defect | Not returnable or exchangeable (Section 4) | — | — |
2. Cancelling an order before shipping
2.1 You can cancel your order before it is handed to the shipping company by sending a message with the order number by WhatsApp +966 58 223 2010 or email care@elianrussia.sa.
2.2 We refund the full amount, including shipping fees, within seven to fourteen working days from confirming the cancellation, in line with Section 8.
2.3 If the order has already shipped, it is treated as a return after receipt under Section 3.
3. Returning and exchanging an undamaged product
3.1 Cosmetics are products that affect human health and safety, and as a rule they cannot be returned or exchanged. Even so, as a courtesy, we accept the return or exchange of a product still sealed in its original seal, within these periods:
Return: within three working days from the date you receive the order.
Exchange: within seven days from the date you receive the order.
3.2 The period starts on the day the order is delivered to you, according to the shipping company's record. After it ends, an undamaged product cannot be returned or exchanged.
3.3 In both cases:
The product must be unopened and unused, with its plastic wrap or seal intact.
The original box, Arabic label and barcode must be intact.
The order or invoice number must be provided.
3.4 In this case the customer pays the return or exchange shipping cost, and the original shipping fee is not refunded because the delivery service was performed.
3.5 We refund the price actually paid for the product, after any discount applied to it.
4. Products that cannot be returned or exchanged
4.1 A product whose wrap or seal has been opened, or that has been used or applied to the skin, unless it is defective, because opened cosmetics cannot be taken back for health reasons.
4.2 A product damaged by improper storage or misuse after receipt.
4.3 Free samples and gifts. If a gift was conditional on a specific purchase and that purchase is returned, the gift is returned with it in its condition.
4.4 This section does not affect your rights under Section 5: a defective product can be returned or exchanged even if it has been opened.
5. Defective, counterfeit, damaged or non-conforming products, or products sent by mistake
5.1 If you receive a product that is defective, counterfeit or damaged, or that does not match its description in the store, or a product or shade other than the one you ordered, you may return or exchange it whenever this appears, even after the periods in Section 3 have ended, and even after opening the product.
5.2 Send us the order number and clear photos of the product and the problem. If the outer packaging is damaged on receipt, please photograph it before opening and tell us as soon as possible.
5.3 You can choose between: an exchange for the same product, an exchange for another product with the price difference settled, or a full refund including shipping fees.
5.4 We pay all shipping costs in these cases, both ways.
6. Delivery delay
6.1 If delivery is delayed by more than fifteen days from the order date, or beyond the agreed delivery date, you may cancel the order and receive a full refund, unless the delay is due to force majeure (E-Commerce Law, Article 14).
7. How to return or exchange
Send your request by WhatsApp or email within the period, including: the order number, the product, the request type (return or exchange), and photos if there is a defect.
We send you our approval and shipping instructions.
Pack the product in its original box so it is protected during shipping. We do not accept returned shipments without a prior request.
We inspect the product on arrival to check the conditions, and tell you the result.
7.1 The period is counted by the date your request reaches us, not the date the returned product arrives.
8. Refunds
8.1 We refund the amount within seven to fourteen working days from receiving the returned product and confirming it meets the conditions.
8.2 The refund includes VAT and is made to the same payment method. It may take longer to appear in your account for reasons related to the bank, payment provider or instalment provider, not to us.
8.3 If you paid in instalments, the refund is made through the same instalment provider, and the remaining instalments are adjusted under its terms.
9. Exchanges
9.1 You can exchange for another shade or another available product, under the conditions of Section 3 or Section 5 as applicable.
9.2 If the replacement costs more, you pay the difference; if it costs less, we refund the difference to the same payment method, within the periods in Section 8.
9.3 We ship the replacement after receiving and inspecting the returned product, or immediately if the error was ours and is shown by photos. If the replacement is unavailable, we refund the amount under Section 8.
10. Contact
WhatsApp and phone: +966 58 223 2010 · Email: care@elianrussia.sa