Refund policy

Return and Refund Policy

Last updated: 13-6-2026

Defective, Damaged or Incorrectly Delivered Products

Have you received the wrong product, or did your order arrive damaged or defective? Please contact us within 48 hours of receiving your order at info@el-pasha.com.

Please include:

  • Your order number

  • A clear description of the issue

  • Clear photographs of the product

  • Clear photographs of the packaging

After reviewing your request, we will provide an appropriate solution as soon as possible. Depending on the situation, this may include a replacement, a partial refund, or a full refund.

Right of Withdrawal (14-Day Cooling-Off Period)

You have the right to withdraw from your purchase within 14 days of receiving your order without providing any reason.

After notifying us of your decision to withdraw, you have an additional 14 days to return the product.

If you exercise your right of withdrawal, you will receive a refund of all payments made for the relevant product, including the standard shipping costs of the original delivery.

The costs of returning the product are the responsibility of the customer.

Exceptions to the Right of Withdrawal

For reasons of health protection and hygiene, certain products cannot be returned once the seal has been broken.

For perfume products, the right of withdrawal expires if:

  • the seal has been broken;

  • the product has been visibly used;

  • the product has been damaged after delivery due to the actions of the customer.

If the product remains unopened, unused, and in its original condition, the legal right of withdrawal remains applicable.

Return Conditions

To qualify for a return, the product must:

  • be unused;

  • be complete;

  • be in its original condition;

  • be returned in its original packaging where reasonably possible.

EL Pasha reserves the right to refuse returns in whole or in part if these conditions are not met.

If a product has been used beyond what is necessary to determine its nature, characteristics, and functioning, a deduction for diminished value may be applied.

Requesting a Return

Before returning a product, a return request must first be submitted.

You can do so using the return form available in the footer of our website.

Please send the completed form to:

info@el-pasha.com

After receiving your request, we will provide further return instructions.

Returns sent without prior approval may be refused.

Return Procedure

Step 1 – Submit a Return Request

  • Download the return form from our website.

  • Complete the form in full.

  • Send the completed form by email to info@el-pasha.com.

After reviewing your request, you will receive further return instructions.

Step 2 – Return the Product

Once your return request has been approved:

  • carefully package the product;

  • ship the product using a trackable shipping method;

  • keep your proof of shipment until the return has been fully processed.

Responsibility for the return shipment remains with the customer until the package has been received by EL Pasha.

Step 3 – Inspection and Refund

Upon receiving the returned product, we will inspect it.

If the return complies with the conditions outlined above, the applicable amount will be refunded using the same payment method that was used for the original transaction.

Refunds will be processed no later than 14 days after receiving the withdrawal notification. EL Pasha may withhold the refund until the returned product has been received or until the customer has provided proof that the product has been returned.

Store Credit and Gift Cards

Customers may voluntarily choose to receive their refund in the form of store credit or a digital gift card.

This choice is entirely voluntary and does not affect the customer's legal right to a refund.

At its sole discretion, EL Pasha may offer additional benefits or bonus credit when a customer voluntarily chooses store credit.

International Returns

International orders may be subject to additional shipping, import, customs, or handling charges.

Any import duties, taxes, customs clearance fees, or other charges imposed by authorities outside the European Union are the sole responsibility of the customer.

These charges will not be reimbursed by EL Pasha.

Responsibility During Return Transit

  • Return shipping costs are the responsibility of the customer.

  • EL Pasha is not responsible for loss, damage, or delays during return transit.

  • We strongly recommend using an insured and trackable shipping service.

Return Address

The return address will be provided by email once the return request has been approved.

Returns sent to an address not provided by EL Pasha may be refused.

Contact

Do you have questions regarding a return, refund, or defective product?

Please feel free to contact us.

Email: info@el-pasha.com

Instagram: Via direct message (DM)

Website: www.el-pasha.com