Return and Refund Policy
Last Updated : July 2026
| Return window | 60 days from delivery |
| What qualifies | Any reason — including "it didn't work for me" |
| Where you bought it | Must be elmiur.com or an ELMIUR-authorized seller |
| Condition | Device, all accessories, and original box |
| Return shipping | Prepaid label provided; a flat return fee is deducted from your refund |
| Response time | Within 1-3 business day |
| Refund issued | 3-7 business days after we receive and inspect your return |
1. Elmiur 60-Day Guarantee
We know buying an at-home IPL device online means trusting a product you haven't held or tried. So we give you 60 days from the delivery date to decide.
If the CRYO NOVA DH10 isn't right for you — the results, the feel, the routine, anything — send it back for a refund. You don't need to justify the decision to us.
This guarantee sits on top of your legal rights as a consumer, not in place of them. See Section 11.
2. Please give it four weeks first
This isn't a condition of your refund. It's the honest advice we'd give a friend.
IPL doesn't work on contact. It works on hair that's in its active growth phase, and at any moment only a fraction of your hair is in that phase. Most people see meaningful change somewhere between weeks 4 and 8, following the treatment schedule in the manual. Judging the device after two sessions is judging it before it has had a chance to work.
Two things to check before you buy, and before you conclude it isn't working:
- Your skin tone and hair color. IPL targets the pigment in hair. It works best on dark hair against lighter skin, and it does not work on white, grey, red, or very light blonde hair regardless of device.
- Your energy level and consistency. Under-treating is the most common reason people see nothing. The manual sets out the recommended energy level for your skin type.
If you're not seeing what you expected, email us before you return it. We can usually tell from your routine what's going wrong, and often it's fixable.
3. What we need the return to look like
To be refunded under the 60-Day Guarantee, your return must include:
- The device itself
- Every accessory it shipped with — power adapter, cable, pouch, protective cap, printed materials
- The original retail box
And the device must be:
- Free of physical damage — no cracks, dents, deep scratches, or a chipped flash window
- Clean and free of stains, residue, oil, makeup, or odor
- Free of any sign it's been opened, modified, or repaired by someone other than us
Used is fine. That's the entire point of a 60-day trial. Damaged or unhygienic is not.
If a return arrives outside these conditions, we'll contact you with photos and offer either a partial refund reflecting the loss in value, or to ship the device back to you at no charge. We won't make that call without telling you first.
4. How to return something
1. Send us a request. Email [returns@elmiur.com] or fill in our [Return Request Form]. Include:
- Order number and the email address you ordered with
- Device serial number
- Whether you want a refund or an exchange
- Your reason — a sentence is enough
- Photos of the device and the box in their current condition
If you're returning because of results specifically, it genuinely helps us to also know your skin tone, the hair color in the area you treated, and how often and at what energy level you used it. That's how we improve the guidance we give the next customer. It's optional.
2. We reply within 1-3 business day with an approval and a prepaid return label, or a question if something's unclear.
3. Ship it back within 7 days of receiving your label. Pack it in the original box where possible, and pad it well — transit damage caused by loose packing comes out of your refund.
4. We inspect and refund. Once it reaches us, we check it and process your refund within 3–5 business days. Your bank or card issuer then takes their own time — usually 5–10 business days — to post it to your account.
5. What you get back
Full refund, no fees deducted:
- Orders cancelled before we ship them
- Wrong model or color sent, unused
- Devices that arrive damaged, broken, or stained, reported within 7 days
In these cases we refund the product price plus standard shipping, and cover return postage entirely.
Refund under the 60-Day Guarantee:
We refund the product price, minus a flat return shipping fee. This is deducted automatically from your refund — you're never asked to pay anything up front. Original shipping charges aren't refunded.
Never refunded in any scenario:
- Expedited or express shipping upgrades you chose and used
- Optional add-on services such as shipping protection
Refunds always go back to the original payment method. If that card has expired or closed, contact your bank first — we can't redirect a refund to a different card or account.
6. If your order arrives damaged or wrong
Don't use it. Photograph it exactly as it arrived, including the outer shipping box, and email us at support@elmiur.com within 7 days of delivery.
We'll replace it or refund it — your choice — and we'll cover every cost involved. We may ask you to return the damaged unit so we can trace where in our packing or shipping chain the problem started.
Reporting after 7 days doesn't void your rights, but the further out it gets, the harder it is for us to establish that the damage happened before delivery.
7. Cancelling an order
Before it ships, just email us and we'll cancel it with a full refund. We move fast on fulfillment, so reach us as soon as you can.
Once it's shipped, it becomes a return and follows the process above.
8. Bundles, gifts, and promotional pricing
Free gifts must come back with the device. If you keep the gift, we deduct its retail value from your refund.
Bundles and multi-buy offers are refunded as a unit. If you return part of a bundle and keep the rest, your refund is recalculated at the regular individual price of the items you kept — which may mean a smaller refund than the bundle math suggests. Example: on a two-for-one offer, returning one device usually means returning the free one too.
Final sale, clearance, and liquidation items are excluded from the 60-Day Guarantee. This is stated clearly on every such listing before you buy. Your legal rights for faulty goods still apply.
9. Where you bought it matters
We can only process returns for orders placed on elmiur.com.
If you bought your device through Amazon, another marketplace, or a retail partner, that seller handles your return under their own policy and timeline. We can't refund an order we didn't take payment for.
Devices bought from unauthorized sellers or private resale listings aren't covered by this policy at all, and we'd strongly encourage you not to buy one — we can't verify what you're getting.
10. Fair use
We track return patterns. Repeated returns from the same customer, household, address, or payment method may be declined, and we may close the associated account.
Where we find deliberate abuse — returning a substituted or counterfeit unit, claiming non-delivery on a confirmed delivery, or serial refund fraud — we'll refuse service and pursue recovery where it's warranted.
If you think we've flagged you in error, email us. We'll look at it properly and tell you what we found.
11. Your legal rights
Everything above is offered in addition to your rights under consumer law, which we can't and don't limit.
Depending on where you live, you may have statutory rights regarding goods that are faulty, not as described, or not fit for purpose. Those rights are separate from this policy and are unaffected by it.
EU and UK customers: you have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving a reason. That right runs alongside our 60-Day Guarantee, and the guarantee is the more generous of the two in almost every case. To exercise the statutory right specifically, contact us within the 14-day window.
For defects and malfunctions rather than dissatisfaction, see our Limited Warranty, which covers the device for 12 months.
12. Limits on our liability
To the fullest extent the law allows, our total liability under this policy is limited to the amount you actually paid for the item concerned.
We're not liable for indirect or consequential losses connected to a return or refund — lost time, lost income, or the cost of alternative hair removal treatments among them.
These limits don't apply to fraud, intentional misconduct, gross negligence, or anything the law doesn't permit us to exclude.
13. Changes
We may revise this policy. The version live on the site on the date you ordered is the one that governs your order, so save a copy with your confirmation email.
14. Contact
ELMIUR Customer Care - General support : support@elmiur.com