Elora Circle - Consumer Terms and Conditions
Where to find information about us and our products
You can find everything you need to know about us, Elora Circle (operated by LLA Advisor Limited), and our products on our website at www.eloracircle.com before you order. We also confirm the key information to you in writing after you order, by email.
When you buy from us you are agreeing that:
• We only accept orders when we’ve checked them.
• Sometimes we reject orders.
• We charge you when you place your order.
• We’re not responsible for delays outside our control.
• Products can vary slightly from their pictures.
• If you bought online or by mail order, you have a legal right to change your mind, plus extra rights under our goodwill guarantee.
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We don’t compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.
We only accept orders when we’ve checked them
We contact you to confirm we’ve received your order and we accept it when we dispatch your product and confirm dispatch to you.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when you place your order
We charge you at the time you place your order. You will own any goods you buy once we have received payment for them in full.
We’re not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, such as severe weather, global supply chain disruption, postal strikes, or customs delays, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team at https://eloracircle.com/pages/contact or at support@eloracircle.com to end the contract and receive a refund for any products you have paid for in advance but not received.
Products can vary slightly from their pictures
A product’s true colour may not exactly match that shown on your device or in our marketing, or its packaging may be slightly different. This is because screens display colours differently and minor variations may occur between production batches of beauty and wellness products.
If you bought online or by mail order, you have a legal right to change your mind and we offer a goodwill guarantee
Your legal right to change your mind
For most of our products bought online or by mail order, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including standard delivery costs. This is subject to some conditions, as set out below.
Our goodwill guarantee
In addition, LLA Advisor Limited (trading as Elora Circle), of RM03, 24/F, Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Hong Kong, offers our customers a goodwill guarantee for most products bought online or by mail order, which is more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product.
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Your legal rights |
How our goodwill guarantee is more generous |
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14 days to change your mind (online and mail order sales only). |
60 days to change your mind, however you bought the product. |
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You pay costs of return. |
We pay costs of return — returns are free as part of our goodwill guarantee. |
When you can’t change your mind
You can’t change your mind about an order for:
• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised; and
• goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind
If you change your mind about a product you must let us know no later than 60 days after the day we deliver your product, for example, a skincare item, beauty accessory, or wellness product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
How to let us know
To let us know you want to change your mind, contact our Customer Service Team at https://eloracircle.com/pages/contact or at support@eloracircle.com.
Returns are free under our goodwill guarantee
Returns are free as part of our goodwill guarantee. Please send the product back to us using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, please contact our Customer Service Team at https://eloracircle.com/pages/contact or at support@eloracircle.com.
We only refund standard delivery costs
We don’t refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product
If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team at https://eloracircle.com/pages/contact or at support@eloracircle.com can advise you on whether we’re likely to reduce your refund.
When and how we refund you
If your product is goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, please contact our Customer Service Team at https://eloracircle.com/pages/contact or at support@eloracircle.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website at www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.
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Summary of your key legal rights |
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If your product is goods, for example a skincare product, beauty accessory, or wellness item, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: • Up to 30 days: if your goods are faulty, then you can get a refund. • Up to six months: if your goods cannot be repaired or replaced, then you’re entitled to a full refund, in most cases. • Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. |
We can change products and these terms
Changes we can always make. We can always change a product to reflect changes in relevant laws and regulatory requirements, and to make minor technical adjustments and improvements, for example to address a safety or regulatory update concerning an ingredient or formulation. These are changes that do not affect your use of the product.
Changes we can only make if we give you notice and an option to terminate. We can also make other types of change to the product or these terms, but if we do so we will notify you and you can then contact our Customer Service Team at https://eloracircle.com/pages/contact or at support@eloracircle.com to end the contract before the change takes effect and receive a refund for any products you’ve paid for in advance but not received.
We can suspend supply (and you have rights if we do)
We can suspend the supply of a product. We do this to: deal with technical problems or make minor technical changes; update the product to reflect changes in relevant laws and regulatory requirements; or make changes to the product (see We can change products and these terms above).
We let you know and may allow you to terminate. We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we’re going to suspend supply, for more than 30 days you can contact our Customer Service Team at https://eloracircle.com/pages/contact to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.
We can withdraw products
We can stop providing a product. We will let you know at least 14 days in advance and we will refund any sums you have paid in advance for products which will not be provided.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if:
● you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due; or
● you don’t, within a reasonable time, allow us to deliver the product to you.
We don’t compensate you for all losses caused by us or our products
We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:
● Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
● Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
● Avoidable. Something you could have avoided by taking reasonable action.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice, which is available on our website at https://eloracircle.com/pages/privacy-policy.
You have several options for resolving disputes with us
Our complaints policy
Our Customer Service Team at https://eloracircle.com/pages/contact or at support@eloracircle.com will do their best to resolve any problems you have with us or our products.
Resolving disputes without going to court. Alternative dispute resolution (ADR) is a process where an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court. If you are not satisfied with the outcome of our internal complaints process, you may refer your complaint to Retail ADR (Consumer Dispute Resolution Limited), an accredited ADR provider for the retail sector, whose details can be found at www.retailadr.org.uk.
Please note that Elora Circle does not commit to using ADR and is not obliged to do so. If you are not satisfied with the outcome of any ADR process, you remain free to bring a claim before the courts.
You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you. We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this. We may not agree if the proposed transferee is located in a country to which we do not deliver; if we have reasonable grounds to believe the proposed transferee intends to use the products for commercial or resale purposes; if the proposed transferee has previously breached our terms and conditions; or if the transfer would otherwise be contrary to applicable law. However, you can transfer our goodwill guarantee to a new owner of the product. We can require the new owner to prove you transferred the product to them.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
Last updated: May 19th, 2026