Effective date: September 19, 2026
At LeElara, many of our products are made to order and fulfilled through print-on-demand partners such as Printful and Printify. Because each item may be produced specifically for your order, our refund and return process is different from that of a traditional retail store.
This Refund Policy explains when a refund, replacement, or other remedy may be available. Nothing in this policy limits any mandatory consumer rights that apply under applicable law.
1. Damaged, Defective, or Misprinted Items
If your item arrives damaged, defective, misprinted, or materially different from what you ordered, please contact LeElara as soon as possible and preferably within 30 days of delivery.
To help us investigate the issue, we may ask you to provide:
- your order number;
- a short description of the problem;
- clear photographs of the product;
- photographs of the packaging where relevant.
If the claim is approved, we may offer a replacement, reprint, refund, or another appropriate remedy depending on the circumstances.
2. Incorrect Item Received
If you receive the wrong product, size, color, or design because of a fulfillment error, please contact us promptly. We may request photographs so we can verify the issue with our fulfillment partner.
Approved claims may be resolved by replacement or refund.
3. Lost Orders
If tracking shows that an order is lost in transit or if a shipment has not arrived within a reasonable period after the estimated delivery window, contact us so we can investigate with the carrier and fulfillment provider.
Where the shipment is confirmed lost and the claim qualifies, we may arrange a replacement or refund.
4. Packages Marked as Delivered
If tracking shows that a package was delivered but you cannot locate it, please first check the delivery location carefully, ask household members or building staff, and contact the carrier where appropriate.
We will assist with reasonable investigation, but a refund is not automatically guaranteed when carrier tracking confirms delivery.
5. Wrong Size, Color, or Product Selected by the Customer
Because many LeElara products are made to order, we generally do not accept returns or provide refunds when the correct item was produced but the customer selected the wrong size, color, style, or quantity.
Please review product information and size details carefully before placing an order.
6. Change of Mind and Buyer’s Remorse
Unless required by applicable consumer law, we generally do not accept returns or provide refunds solely because a customer changed their mind after a made-to-order product has been produced.
If you need to cancel an order, contact us immediately. We cannot guarantee cancellation once production has started.
7. Personalized or Customized Products
Personalized or customized products are generally not eligible for return or refund because they are created specifically for the customer, except where the product is damaged, defective, misprinted, incorrect due to a fulfillment error, or where applicable law requires otherwise.
8. Return Instructions
Please do not send a product back to Printful, Printify, a print provider, or any return address without first contacting LeElara and receiving instructions.
Unauthorized returns may not be accepted or processed.
9. Return Shipping Costs
If we determine that a physical return is necessary, we will provide instructions. Responsibility for return shipping costs depends on the reason for the return and applicable law.
For approved claims involving a damaged, defective, misprinted, or incorrect item caused by fulfillment error, LeElara will determine the appropriate resolution with the fulfillment provider.
10. Refund Method
Approved refunds are normally issued to the original payment method used for the purchase.
After LeElara processes a refund, your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to your account.
11. Shipping Charges
Original shipping charges are generally non-refundable unless the refund relates to a qualifying fulfillment error, a lost shipment, or applicable law requires the shipping charge to be refunded.
12. Customs Duties and Import Fees
Customs duties, import taxes, brokerage charges, or similar fees paid directly to a government authority, carrier, or third party are generally outside LeElara’s control and may not be refundable by us.
13. How to Make a Claim
To request a refund, replacement, or review of an order problem, contact us through our Contact Us page.
Please include your order number and enough information for us to understand the issue. For product defects or fulfillment errors, photos may be required before we can approve a remedy.
14. Processing Time
We aim to review customer claims as promptly as reasonably possible. Some cases may require additional time while we communicate with Printful, Printify, a print provider, payment provider, or shipping carrier.
15. Fraudulent or Abusive Claims
We reserve the right to refuse claims that are fraudulent, abusive, misleading, duplicated, or unsupported by the information reasonably requested to investigate the issue.
16. Consumer Rights
This policy is intended to operate alongside applicable consumer-protection law. If the law in your jurisdiction gives you rights that cannot legally be excluded or limited, those rights continue to apply.
17. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our products, fulfillment partners, business practices, or legal requirements.
The current effective date will be shown at the top of this page.
18. Contact Us
If you have a question about a return, refund, replacement, damaged item, or delivery problem, please contact LeElara through our Contact Us page.