Refund policy
RETURN & REFUND POLICY
Last updated: 18 February 2026
This Return & Refund Policy applies to purchases made through ELYRA, operated by:
Silverback Tribe
Rendementsweg 20A
3641SL Mijdrecht
The Netherlands
Chamber of Commerce (KvK): 83520449
Email: info@elyrastore.com
We sell internationally. Local consumer rights may apply depending on your country of residence.
1. 90 Day Return Policy
We offer a 90 day return period. This means you have 90 days from the date you receive your order to request a return.
Eligibility Conditions
Due to the intimate and hygienic nature of our products, returns are only accepted if:
• The item is unused
• The hygiene seal remains fully intact
• The product is in its original sealed packaging
• You provide proof of purchase
If the seal has been broken or the packaging opened, we cannot accept the return for hygiene and health protection reasons.
This restriction is in accordance with Article 16(e) of the EU Consumer Rights Directive and equivalent hygiene regulations in other jurisdictions.
2. How to Start a Return
To request a return, contact us at:
Please include:
• Your order number
• Full name
• Reason for return
• Clear photos if relevant
If your return is approved, we will provide instructions on how and where to send the item.
Important:
Returns sent without prior approval will not be accepted.
3. Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless:
• The item is defective
• You received the wrong product
• The product arrived damaged
We strongly recommend using a trackable shipping method. We are not responsible for lost return shipments.
4. Damages, Defects or Incorrect Items
Please inspect your order upon arrival.
If your item is:
• Defective
• Damaged
• Incorrect
Contact us within a reasonable time at info@elyrastore.com and include clear photo or video evidence.
We will evaluate the issue and provide an appropriate solution.
5. 365 Day Product Warranty
All products are covered by a 365 day warranty against manufacturing defects.
This warranty covers functional defects that were not caused by:
• Improper use
• Accidental damage
• Water damage outside product specifications
• Unauthorized modification
To submit a warranty claim, email:
Include:
• Order number
• Description of the issue
• Clear photo or video proof
If approved, we may offer:
• A replacement
• A repair
• A refund at our discretion
Return shipping for verified defects may be reimbursed.
This warranty does not affect any statutory legal guarantees under applicable consumer protection laws.
6. Non Returnable Items
We do not accept returns for:
• Products with broken hygiene seals
• Opened intimate or personal care products
• Gift cards
• Final sale items
• Custom or personalized products
If you are unsure whether your item qualifies, contact us before sending it back.
7. Exchanges
We do not process direct exchanges.
If you would like a different item, please:
-
Request a return for your current product
-
Place a new order separately
This ensures faster processing.
8. European Union 14 Day Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day you receive the goods.
However, this right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed.
If the product remains sealed and unopened, you may exercise your right of withdrawal.
To exercise your right, contact:
Refunds will include standard delivery costs where legally required.
9. Refunds
Once we receive and inspect your return, we will notify you of approval or rejection.
If approved:
• Refunds will be processed to your original payment method
• Processing time is up to 10 business days
• Your bank or payment provider may require additional processing time
If more than 15 business days have passed since approval, contact us at:
10. International Customers
As we sell internationally, consumer rights may vary depending on your country.
Nothing in this policy limits any mandatory statutory rights that apply under local consumer protection laws.