The short version

You have 30 days from the date your order is delivered to request a return, and that includes bottles you have already opened. You can wash your hair with the shampoo, use the mask, work the serum through, decide it is not for you, and still send it back for a refund.

We wrote it that way on purpose. Nobody can judge a shampoo through the shrink wrap. The only honest test is using it on your own hair, in your own bathroom, in your own weather. So the guarantee has to cover the opened bottle, or it is not really a guarantee.

Every return starts the same way: one email to support@ellerand.com. We reply with a return authorization, the return address, and the instructions for sending it back.

Who this policy applies to

This policy covers orders placed and paid for on ellerand.com. Prices are in United States dollars. We ship within the United States and to most of the world internationally, and the 30 day window is the same wherever your order was delivered.

If you bought an Ellerand product from a marketplace listing, a reseller, or any other third party, we cannot refund it, because we never took your payment. Please contact whoever you paid.

The 30 day guarantee

The window is 30 days and it starts on the date your order is delivered. Not the date you placed it, and not the date it shipped. We use the carrier delivery date on the tracking attached to your order.

• Opened bottles are returnable. Partly used bottles are returnable. Empty bottles are returnable.

• Unopened and unused orders are returnable on exactly the same terms.

• You do not have to give us a reason we agree with. One sentence about what did not work for you is enough.

• You need to request the return inside the 30 days. The package itself does not have to be back with us inside the 30 days.

The one thing we ask is that you contact us before you ship anything back. That is not a hurdle, it is how we make sure your package reaches the right place and gets matched to your order.

How to start a return

1. Email us. Write to support@ellerand.com. Include your order number and one sentence on what did not work for you. If you cannot find your order number, the email address or phone number you ordered with is usually enough for us to find it.

2. Wait for the authorization. We reply with a return authorization, the return address, and instructions for packing and sending the return. Read that email before you go to the post office. It contains everything you need.

3. Send it back and tell us the tracking. Follow the instructions in the authorization, then send us the tracking number so we can watch for it. Once it arrives and is checked in, we refund you.

Please do not ship anything back before you have an authorization from us. There is no published return address on this site, so an unauthorized package has nowhere correct to go. Items sent back without authorization cannot be processed, cannot reliably be matched to an order, and we cannot guarantee a refund on them or that they can be returned to you.

What condition the bottles need to be in

Send back the bottles you received, including any that are empty or partly used. All three pieces of the set should come back if you are returning the set.

Use the original packaging where you still have it. If the box is already in the recycling, that is fine, any packaging that protects the bottles in transit is acceptable. Please cap the bottles tightly and pack them so they do not leak onto each other, and please do not tape a shipping label directly onto the product carton.

We do not charge a restocking fee, and we do not reduce the refund because a bottle is half empty. That is the point of the guarantee.

Return shipping

Return shipping is confirmed in writing when we authorize your return. That email tells you how the return should be sent and how the shipping cost is being handled for your specific order and country, so nothing is left to guess and nothing is decided after the fact.

Please wait for that message before you buy postage. If you pay for a label before we have confirmed the arrangement, we may not be able to cover it.

If you paid a shipping charge on the original order, we confirm how that is handled in the same message.

We recommend a tracked service for anything you send back. Until a return is delivered to us it is still in the carrier's hands, and tracking is what protects you if it goes missing on the way.

Damaged, leaking or incorrect items

If your order arrives damaged, leaking, or is simply not what you ordered, contact us within 7 days of delivery at support@ellerand.com. Send a photo of the problem and, where you can, a photo of the outer shipping box.

We will replace the item or refund it. In most cases we do not ask you to ship a damaged or incorrect item back to us, and that decision is at our discretion. If we do need it back, we will say so and arrange it with you.

The 7 day window here exists because carriers only accept damage claims for a short period after delivery. It does not replace or shorten your 30 day guarantee, which still applies for any other reason you want to return.

Items that cannot be returned

Gift cards. That is the whole list.

The Ellerand Curl-Safe Smoothing System itself is always returnable, opened or unopened. Some stores exclude personal care and beauty products from returns on hygiene grounds. We do not, because an exclusion like that would cancel out the guarantee we just gave you. If the shampoo, the mask or the serum is not right for your hair, all three pieces come back under the 30 day guarantee like anything else.

There is nothing else on this page that removes the guarantee. The sections below cover how money moves and how bundles are handled, not extra reasons to say no.

Exchanges

The fastest route is a return plus a new order. Email us to start the return, and place the new order whenever you are ready. That way the new order ships immediately instead of waiting for your return to travel back to us, be received, and be checked in.

If the exchange is because we sent the wrong item, do not place a new order. Contact us and we will correct it at our cost.

Refunds

Refunds go back to the original payment method. We cannot refund to a different card, a different account, or as store credit unless you specifically ask us for store credit instead.

Once your return arrives and has been inspected, your refund is processed within 10 business days. We email you when it is issued.

After we issue it, the money still has to travel through your bank or card provider, and that step is outside our control. Most banks post it within a few business days, but some take longer, and some cards show it as a reversal of the original charge rather than as a new credit.

If 15 business days have passed since we told you the refund was issued and you still cannot see it, contact us at support@ellerand.com and we will send you the transaction details to take to your bank.

Bundles and free gifts

If you bought a bundle or a multiple set at a bundle price, the return is for the full bundle. Keeping part of a bundle and returning the rest would mean you paid the bundle price for a smaller order than the bundle price was built for. Send the whole bundle back and we refund the whole bundle.

If your order included a free gift or a promotional item, that item needs to come back with the return. If it does not come back, we deduct its stated value from the refund. If a promotion required a minimum order value and the return drops your order below it, the discount from that promotion is deducted as well.

Order cancellations and address changes

You can cancel an order or change the shipping address up until the point where it has been picked and packed for shipping. After that it is physically out of our hands and we cannot pull it back.

So if you need either one, contact us quickly at support@ellerand.com with your order number and put the word CANCEL or ADDRESS in the subject line. We will confirm either way.

If the order has already gone, it is not a problem. Let it arrive, then start a return under the 30 day guarantee.

Refused and unclaimed deliveries

If a package is refused at the door, or sits uncollected until the carrier sends it back to us, we treat it as a return. Once it reaches us, we refund the order, less any shipping, return, customs or storage fees the carrier actually charged us on that package. We will show you those charges if you ask.

If a delivery failed for a reason that is not your doing, such as a carrier error or a damaged parcel, tell us and we will sort it out properly instead of treating it as a refusal.

International orders

The guarantee does not change when a parcel crosses a border. It is 30 days from the date your order is delivered, wherever it was delivered, and opened bottles are covered the same way they are inside the United States.

The process is the same too. Email support@ellerand.com first. Your authorization comes back with the return address, the instructions for the country you are sending from, how the return should be sent, and how the shipping cost is handled. Customs paperwork matters on an international return, so please follow those instructions exactly rather than completing the forms your own way. A parcel with the wrong paperwork can sit at a border for weeks.

Any import duties, taxes or customs charges your own country applied to the original delivery were charged by that country and not by us, so we cannot refund them. Your national customs authority is the right place to ask about recovering them.

Nothing in this policy limits any statutory rights you have where you live. Where local law gives you something this policy does not, you keep it, and you always get whichever route is better for you.

If this policy changes

If we update this policy, the updated version is posted on this page. The version that was live on the day you placed your order is the version that applies to your order.

Contact us

Email: support@ellerand.com

Phone: +1 205 351 3692

Ellerand

29146 Renee St

Andalusia, AL 36421

United States

The address above is our business address. It is not the return address. The return address is issued to you with your return authorization.

A friendlier walkthrough of the same process is on our Returns and Exchanges page at ellerand.com/pages/returns-and-exchanges.