Refund and Cancellation Policy

1. Introduction

At Elysian Plaza, we aim to keep our ordering, exchange, and refund process simple and transparent for our beauty and wellness partners.

This Policy explains how order cancellations, exchanges, and refunds work on the Elysian Plaza platform. It should be read together with our Terms of Use and Privacy Policy. By placing an order on the Platform, you agree to this Policy.

This Policy applies to orders placed through the Elysian Plaza website and mobile application, including orders placed by individual customers, salon owners, spa owners, beauticians, makeup artists, and other business buyers.

2. No cancellation or return once an order is placed

Once an order is placed and confirmed on the Platform, it cannot be cancelled or returned by the customer.

We currently do not offer a general cancellation or return window. Please review your order carefully, including product, quantity, and delivery details, before confirming your purchase.

The only situations in which we offer an exchange or a refund are described in Sections 3 and 4 below.

3. Exchange for expired or damaged products

If a product you receive is expired or damaged, we will exchange the affected product or products, either the individual items or the full package, as applicable.

To request an exchange:

• Report the issue to our support team within 48 hours of delivery.
• Share clear photographs of the product, packaging, and, for expired items, the batch number or expiry date.
• Retain the product and its packaging until the exchange is completed. Do not use or discard the item.

Exchange conditions

Once verified, we will arrange a replacement of the expired or damaged products at no additional cost. Exchanges are subject to product availability.

This exchange option does not apply to damage caused by misuse after delivery, or to products that have been opened, used, or altered by the customer beyond what is needed to inspect for the issue reported.

4. Cancellation by distributor or Elysian Plaza

Sometimes an order or a specific product within an order may need to be cancelled from our side or by the distributor, for reasons such as stock unavailability, pricing errors, or inability to fulfil the order.

In such cases:

• We will notify you of the cancellation along with the reason for cancellation.
• The amount paid for the cancelled order or cancelled products will be refunded in full.
• If only part of an order is cancelled, for example one product out of several, only the amount for the cancelled products will be refunded and the rest of the order will proceed as normal.

5. Refund processing

Where a refund is due under Section 4, it will be processed to your original payment method.

Refunds are generally processed within 3 business days of the cancellation being confirmed. The actual time for the amount to reflect in your account may vary depending on your bank, card issuer, or UPI provider, and Elysian Plaza is not responsible for delays caused by these third parties once the refund has been initiated.

6. Customer responsibilities

To help us resolve exchange or cancellation related issues quickly, customers are expected to:

• Inspect the delivered package promptly.
• Report expired or damaged products within the timeline mentioned in Section 3.
• Provide accurate information and requested photographs.
• Avoid using a product that is being reported as expired or damaged.

7. Policy updates

Elysian Plaza may update this Policy from time to time as our platform and processes evolve, including introducing broader cancellation, return, or refund options in the future. Any changes will be published on the Platform with a revised Last Updated date. Continued use of the Platform after such changes constitutes acceptance of the updated Policy.

Nothing in this Policy limits any mandatory consumer rights available to you under applicable Indian law.