Cancellation Window

• Orders can only be cancelled and refunded before they have been shipped. Once an order has been shipped, cancellation is not possible.

Refund Eligibility

• Refunds are processed only after the goods are confirmed to be in an eligible status (e.g., cancellation requested before shipping, or returned goods have been received and inspected according to our Returns & Exchanges Policy).

Credit Card Refund Fee (Important)

• For refunds processed on orders originally paid via credit card (excluding PayPal and other direct payment methods), the customer agrees to bear a bank-mandated processing fee of $1 USD. This fee will be deducted from the total refund amount.
• This $1 USD fee does not apply to refunds issued for PayPal or other non-credit card payments.

Refund Processing Time

Once a refund is processed by Elara Muse:

• PayPal Refunds: The refund should reflect immediately in your PayPal account.
• Credit Card Refunds: Please allow 10–20 days for your bank to process the refund and credit the amount back to your card statement. The exact time depends on your bank's processing speed.

We reserve the right to deny a refund in the following circumstances:

• Final Sale Items: No refunds will be issued for items designated as Final Sale, including all sale items, custom orders, and blind-box mystery bags.
• Subjective Dissatisfaction: We do not issue refunds for dissatisfaction related to personal objective circumstances or preferences, such as natural variations in stone color or perceived appearance (as per Section 25.E of our Terms).
• Delivery Failure due to Customer Error: No refunds will be issued for delivery issues caused by the customer's incorrect or incomplete address/phone number, or failure to collect the package from the carrier by the deadline.
• Lack of Proof: Refunds for damaged or missing goods will be denied if the customer fails to provide the mandatory unboxing video required under our Terms of Service.