Returns & Refunds

Return Policy Overview

We want you to be completely satisfied with every purchase from Ellie N Leo. If you are not entirely happy, unused items in their original packaging can be returned within 14 days of delivery for a full refund.

What Can Be Returned

• Unused, unopened items in their original condition and packaging.
• Items with manufacturing defects — eligible for a full refund or replacement at your preference.
• Wrong items received — full refund plus return shipping costs covered by us.

What Cannot Be Returned

• Opened or used items, unless they are defective.
• Downloadable or digital items.
• Toy rentals — these are governed by the separate rental terms and conditions.
• Items marked as "Final Sale" at the time of purchase.

How to Return

1. Email orders@ellienleo.sg with your order number and reason for return.
2. We will send a return confirmation and instructions within 1 business day.
3. Pack the item securely in its original packaging.
4. Ship the item to our returns address, provided in your return confirmation email.
5. Your refund will be processed within 5–7 business days of us receiving the returned item.

Refunds

Refunds are issued to the original payment method used at checkout. Please allow 5–7 business days for the refund to appear after processing.

• Standard shipping fees are non-refundable, unless the return is due to our error (wrong or defective item sent).
• GST is refunded as part of the product price — you receive the full amount paid for the item.

Exchanges

We do not offer direct exchanges. To exchange an item, please return the unwanted product following the process above, then place a new order for the item you would like instead.

Damaged or Defective Items

If your item arrives damaged or develops a manufacturing defect, please contact us immediately at orders@ellienleo.sg with photos of the issue. We will arrange a replacement or a full refund, and we will cover all return shipping costs at no charge to you.