Returns & Refunds

Standard returns

Eligible items may be returned within 7 days following receipt, under the Saudi E-Commerce Law and applicable consumer protection rules. For an ordinary change-of-mind return, the product must be unused, unopened, undamaged and in the same condition in which it was received.

• Unused and unopened
• Undamaged and in the condition received
• In its original packaging
• With relevant labels and accessories where applicable

Return costs

For an ordinary change-of-mind return, you are generally responsible for the cost of sending the item back, unless we agree otherwise or the law provides otherwise. We do not charge a fixed return fee. Where an item is defective, damaged or incorrectly supplied, we cover reasonable return costs.

Fragrances

For ordinary change-of-mind returns, fragrance products must remain sealed, unopened and unused. Once opened or used, a fragrance is not eligible for an ordinary change-of-mind return — except where the item is defective, damaged or incorrectly supplied, or where applicable law provides otherwise.

Candles

For ordinary change-of-mind returns, candles must remain unused and in their original condition and packaging. A candle that has been burned or otherwise used cannot be returned simply because you changed your mind.

• This restriction does not apply where the candle arrived broken
• Or was damaged in transit
• Or has a manufacturing defect
• Or is materially different from the item ordered

Damaged, defective or incorrect orders

These are handled separately from change-of-mind returns. If an item arrives broken, damaged, defective, incorrectly supplied or materially different from the order, you may contact ECLA VITA for resolution.

Please report visible delivery damage within 3 days of receipt where reasonably possible, with your order number, a description of the issue, photographs of the product and photographs of the packaging where relevant.

This reporting request does not remove any statutory rights available to you under Saudi law. Where the claim is accepted, we will provide an appropriate refund or replacement and refund applicable original delivery charges where required.

Exchanges

We do not offer direct online exchanges. For an eligible online return: return the item, receive your refund once it is approved, then place a new order for the piece you would prefer. Replacement items remain subject to stock availability.

Refunds

Refund processing begins after the returned item is received and approved. Wherever technically possible we refund to the original payment method. The time for the amount to appear is set by your bank or payment provider and varies, so we do not state a fixed bank-processing period in advance.

Bespoke and personalised products

Products made to your specifications, personalised, bespoke or produced for a company may be excluded from ordinary change-of-mind returns once production has begun, where Saudi law permits. This exclusion does not apply where the item is defective, damaged, incorrectly supplied or does not conform to what was agreed, and it never removes those rights.

Start a return

Contact our concierge with your order number and the item you would like to return, and we will guide you through the next steps.