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Return & Refund
1. Products sold on Eleanor.com.my are not returnable or refundable.
2. In the event you receive a damaged/defective item, you may return the product(s) in its original condition together with its original receipt within 7 business days from delivery and obtain a refund of the price paid.
3. To initiate the return and refund process, you must inform us at [email protected] within 7 business days from delivery with supporting evidence (picture of your item and its condition) and order number.
4. You may return the product(s) via arranged pick up at your doorstep by our courier provider: Kindly email [email protected] to start the process. If a specific Pick Up address & Preferred Pick up Date is not provided, by default your original shipping address will be used. You will be contacted by the courier provider before pick up, please ensure that the parcel is ready.
5. Walk in returns are not accepted at any of our stores or counters.
6. Upon receipt of the product(s) in its original condition and the proof of original receipt, and if you are entitled to a refund, we will process the calculated refund to you via your original mode of payment within 30 business days.
7. Reflection of the amount refunded in the customer’s original mode of payment is subject to the customer’s bank approval process.
8. Only products purchased on Eleanor Kuala Lumpur may be returned for refund. Products purchased at eleanor.com.my are not accepted for refund at Eleanor counters, freestanding stores or Sephora stores.
9. If you buy Lancôme product(s) from unauthorized retailers, websites or other unauthorized sources, we regret that we cannot offer you our refund or otherwise assist you with any problems that you may encounter.
Eleanor reserves the right of final decision if the product(s) returned is in unsatisfactory condition, or the above terms are not met.
10. If you have any questions on our return policy, please contact our Customer Service team at [email protected] and it would be our pleasure to assist you. Please provide your details, receipt number and reason for any returns within 7 business days from delivery date.