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 warranty last?
The warranty has a period of 2 years and covers any manufacturing defect of ēllu Band, but does not cover any damage due to misuse of the product.
If my Band arrives 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 by the number of tests to which they are subjected, in the event that your Band has a defect, please let us know via chat or ayuda@ellu.app and we will provide you with a shipping address for that Band. Our technicians will verify the origin of the failure and if it is a manufacturing defect we will send you a new Band to your home.
Returns
What is the return policy?
If the Band does not work, after verifying the failure, we will send you a new Band.
Who covers the return shipping costs?
If you have changed your mind and no longer want your Band, you will have to pay for the cost of returning the package to our offices in Madrid.
How long do I have to return my Band if I am not satisfied with my purchase? (Not applicable if we have given you the Band as a gift)
If you have changed your mind, from the day you receive it, you have 14 days to return your ēllu Band.
In order to start the return process you must have received the Band and go to:
My Account> My Orders > Details > Cancellation and choose one of the reasons why you are making the return:
Does not correspond to the description on the website
I don't want it anymore
Unauthorized purchase
Purchased by mistake
Other
You will have to follow the steps we indicated in the Cancel Subscription email: prepare the package and send it back to us. We will refund your money back to the original payment method once we receive the package.
Please note that it may take up to 15 working days from the time you send it to the time you receive the refund.
Why can't I cancel another order? (Not applicable if we have given you the Band as a gift)
If you don't get the option to cancel your order, it is possible that:
The first 14 days marked as withdrawal period have passed and you can only cancel the renewal of the subscription.
You already have a cancellation in process, until a cancellation process is closed you cannot start another one.