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Warranties and Returns
Warranties and Returns

If your Band or any accessories don’t work or you no longer want them, we explain how to return them.

Miguel avatar
Written by Miguel
Updated over a month ago

We are sure that once you try ēllu you won't want to live without it anymore, but if something doesn't work properly follow these steps.

Warranty

What does the ēllu warranty cover? How long does the ēllu Band or accessory warranty last?

The warranty has a period of 2 years and covers any manufacturing defects of the ēllu Band and accessories, but does not cover any damage due to improper use of the product.


If my Band or accessory arrive faulty, will you send me a new one for free or do I have to pay for it?

Although we are convinced of the reliability of our Bands and accessories due to the number of tests they undergo, if your Band or accessory has any defects, please let us know through the chat or ayuda@ellu.app, and we will provide you with a shipping address for that Band or accessory. Our technicians will verify the origin of the failure, and if it is due to a manufacturing defect, we will send you a new replacement to your home.


Returns

What is the return policy?

If the Band or any accessory doesn’t work, after verifying the failure, we will send you a new replacement.


Who covers the shipping costs in case of a return?

If you’ve changed your mind about your Band or accessory and no longer want it, you will have to cover the return shipping costs to our offices in Madrid.


How long do I have to return my Band or accessories if I am not satisfied with my purchase? (Not applicable if we gifted you the Band)


If you’ve changed your mind about your ēllu Band or any accessories, you have 14 days from the day you receive them to return them.

To initiate the return process, you must have received the Band and accessories and go to:My Account > My Purchases > Details > Return Products and choose one of the reasons for your return:

  • Does not match the description on the website

  • I no longer want it

  • Unauthorized purchase

  • Purchased by mistake

  • Other

You must follow the steps we indicate in the Refund request accepted email: prepare the package and send it back. We will refund your money to the original payment method once we receive the package.

Please note that from the time you send it until you receive the refund, it may take 15 working days.


Why can’t I cancel another order? (Not applicable if we gifted you the Band)

If you don’t see the option to cancel the order, it’s possible that:

  • The first 14 days that are marked as the withdrawal period have passed, and you can only cancel the subscription renewal (paid subscription applicable outside launch period).

  • You already have a refund in process; until one return process is completed, you cannot initiate another.

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