The Ellerand Promise
If the Ellerand Curl-Safe Smoothing System is not right for you, email us within 30 days of the day it was delivered and we will refund you. Opened bottles included.
Why the guarantee is written this way
You cannot judge a haircare product without using it. That is why this is worded the way it is.
A sealed box tells you nothing. You have to wash with it, mask with it, seal with the serum, dry your hair, and walk out into real humidity. By the time you can honestly answer the question, the bottles are open and some of the product is gone. So a guarantee that only covers unopened product is not a guarantee. It is a technicality with a bow on it.
It also starts counting on the day your order is delivered, not the day you placed it, because time in transit is not time with the product. You get a full 30 days with the bottles in your hands.
How to use the guarantee
- Talk to us first if something feels off. Follow the routine on how to use it. If your hair is not doing what you hoped, email us before you send anything back. There is often something simple to change, like how much serum you are using and where you are putting it, and we would rather help you fix that.
- Email us. Write to support@ellerand.com within 30 days of delivery with your order number and the name on the order. You do not have to explain yourself. Telling us it is not for you is enough.
- Wait for the authorization. We reply with your return authorization, the instructions and the address to use. We do not publish that address, so please wait for it. A parcel that arrives unannounced is hard to match to an order, which only delays your money.
- Send it back and get refunded. Once it reaches us and is checked, we refund your original payment method and email you to confirm. How quickly it lands is down to your bank.
The full version is in our refund policy, and nothing in it contradicts this page.
What we promise not to do
A promise is only worth something if it also says what we will not do.
- We will not tell you it is permanent. Permanent smoothing means a changed curl pattern, because the only way to make smoothing last is to work past the cuticle and reset the hair flat. Ellerand works on the surface. You keep the result by keeping the routine.
- We will not tell you it straightens your hair. It is not a straightener. It smooths the outside of the hair so frizz lies down, and your curls, coils and waves keep their shape. If you want your hair straight you will still reach for a hot tool, and better you hear that from us before you buy.
- We will not exclude a hair type. Straight, wavy, curly, coily, 4c. The cuticle is the same structure on every head of hair, and the cuticle is all we work on. There is no pattern this quietly fails on and no small print narrowing it to somebody else's hair.
- We will not make you argue with us. No proof of a bad result, no photographs, no questionnaire, no store credit offered instead of money. You email us, we authorize the return, you get refunded.
If something is wrong, talk to us
Email support@ellerand.com or call +1 205 287 9987. There is a form on our contact page and answers to the common questions on our FAQ.
We are a United States business at 29146 Renee St, Andalusia, AL 36421. That is our business address, not a returns address, so please wait for our instructions before sending anything back.