Refund policy

Last Updated: 30 June, 2025

Thank you for shopping with us at ByEloura. We aim to provide clear and transparent information regarding our Return and Refund Policy. Please review the conditions, procedures, and timeframes that apply to returns, refunds, and exchanges.

Scope and Contact Information

For questions regarding returns and refunds, please contact us through any of the methods below:

Policy Overview

  • Return Period: 30 days from delivery date
  • Refund Processing Time: 14 days from receipt
  • Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.

How to initiate a return or refund:

To start a return, please follow these steps:

  1. Contact our customer service: Email info@byeloura.com with your order number, reason for return, and any supporting photos if applicable.
  2. Receive return authorization: Our team will review your request and provide a return authorization and detailed instructions.
  3. Return packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
  4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if the order is defective or incorrect.

Return conditions:

  • Items must be undamaged and include the original packaging.
  • The goods must be in such a condition that they can be resold.
  • Exceptions: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable unless unopened and unused.

Return scenarios

  • Cancel orders: You may cancel an order while it has not yet been shipped. Please contact us as soon as possible. Once your order has shipped, it cannot be cancelled.
  • Change of mind: You have the right to return your purchase up to 30 days after delivery.
  • Defective items: If you have a damaged item, please contact us preferably within 48 hours of delivery, this way we can solve the problem the fastest. However, you retain the right to report a defect up to 30 days after delivery. Please include a brief description and clear photos of the damage. We will be happy to assist you further. If the defect is confirmed, you will receive a 100% refund or we will resend the product to you at no extra cost, whichever you prefer. Please contact our customer service team at info@byeloura.com. 
  • Wrong product received: If you accidentally receive the wrong item, ideally contact us within 48 hours. We will arrange a free return of the wrong product and send you the correct item free of charge. This can also be reported up to 30 days after delivery. Please contact our customer service team at info@byeloura.com.
  • Processing time: Refunds are processed within 14 days via the original payment method. Extra time may apply depending on your bank or payment provider.
  • Confirmation: You’ll receive an email with the refund amount and payment details.
  • Delayed refunds: Haven’t received your refund after 5 days? First check with your bank or provider. Still no update? Contact us at info@byeloura.com.
  • Lost refunds: In rare cases, refunds may not go through. If this happens, we’ll investigate the issue with our payment processor and issue a new refund if confirmed. We’ll keep you informed throughout the process.

Contact information

Email: info@byeloura.com
Phone: +31643699876
Address: Posthoornstraat 17, Rotterdam, South Holland, 3011WD, Netherlands

Company name: PROvision
Company number: 94589070
Tax ID: NL866828849B01

Contact form: Contact us

Customer Service: Monday to Friday between 9:00 am and 5:00 pm (GMT-05:00) Eastern Standard Time (New York).

Response hours: We'll get back to you within one business day.