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Refund & Replacement Policy

You may avail of our one-time (per order) replacement program**, or return the products for a refund for purchases made on www.ellanacosmetics.com. 

Reach out to our Customer Service here and provide us with your order number, waybill/proof of purchase, and an image of the product you wish to exchange, replace or return and please let us know why within 7 days of receiving your items. Acceptable return/replacement reasons include:

  • Defective/faulty product.
  • Damaged product.
  • Shade mismatch is only applicable to FULL SIZE FOUNDATIONS including Loose Mineral Foundation, Pressed Mineral Foundation, Loose Mineral Concealer, and Cream to Powder Concealer.
  • If your foundation shade does not match, send us selfie with the product swatched on your jawline to show the shade difference. This will help us match you to your proper shade and send you the perfect foundation. This is not applicable to travel size foundations.
    • Replacements: Provide your shipping address. Upon confirmation from our Customer Service Team, you will receive your replacement within 2-7 working days.
    • Return & Refunds: 
      • Provide your bank account details.
      • Ship the products for return to
        2723 Sabio St. Chino Roces Ave. Makati City 1233
    • Once the returned products are received, the refund will be processed within 15 working days. 
    • Please note that your return must be sent back within 30 days of the order date.

  • The following products are not eligible for the shade replacement program:
    • Travel Size Loose Mineral Foundation
    • Concealer Size Loose Mineral Concealer 
    • All Primers
    • All Setting Sprays / Facial Mists
    • All Setting Powders
    • Lip in Luxe
    • Lip and Cheek Gel
    • Lip Drunk Blush
    • Satin Stain Shine Liquid Lip and Cheek
    • Multipurpose Color Cream
    • Multipurpose Loose Pigments
    • Project Vanity by Ellana Life-proof Brow Gel / Brow Pencil
    • ...and any other color cosmetics.           

    Refunds for other reasons other than product defects or shipping damage are processed only after approval by the Head of Ecommerce. Processing will take 15 working days. Processing may take longer due to holidays. 

    Refunds or product replacements for purchases made at our stores or other online partners are subject to the respective stores returns and refunds policies. Ellana Head Quarters is unable to assist for refunds and replacements beyond notifying our partners of your concern. You may ask our Customer Service for further information.




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