Cancellation Policy

ELRA CANCELLATION POLICY

Last updated: July 21, 2025

At ELRA, we strive to provide a transparent and satisfying shopping experience. This Cancellation Policy describes the conditions under which you, as a customer, may cancel an order, as well as the circumstances under which ELRA may cancel an order.

When placing an order on our Website elra.mx , you agree to the terms of this Cancellation Policy, as well as our Privacy Policies, Legal Notice (Terms and Conditions of Use and Sale), and Shipping and Returns Policy.

1. CUSTOMER'S RIGHT TO CANCELLATION (STANDARD ORDERS)

You have the right to cancel an order for standard (non-customized) products only before it has been sent .

Orders not yet shipped: If your order for standard products has not yet been processed for shipping, we can cancel it and issue a full refund of the amount paid.
Orders already shipped: Once an order for standard products has been shipped, it cannot be canceled. In this case, the customer must contact our Shipping and Returns Policy to learn the steps to follow in case you wish to return the product once received.

2. CANCELLATION PROCEDURE (BY THE CUSTOMER)

To request cancellation of an order (standard or custom, depending on the applicable terms), you must follow these steps:

Contact ELRA: Send us an email to hello@elra.mx as soon as possible.
Provide the Necessary Information: In your email, please include the following information:
- Your order number.
- Your full name.
- A brief reason for the cancellation (optional, but useful to improve our service).
Confirmation of Status: Our team will verify the status of your order and determine if it's eligible for cancellation under this policy. Since we process orders quickly, we recommend contacting us as soon as possible to increase the likelihood of a successful cancellation before shipping or customization begins.
Cancellation Notice: We will notify you by email if your cancellation was successful. If not, we will explain the reason and provide the steps to follow if you wish to return the product (for orders already shipped) or if your custom order is already in production.

3. CANCELLATION REFUNDS

If your cancellation is approved because the order is eligible under the terms of this policy, you will be issued a full refund of the total amount paid, including the cost of the product and original shipping charges (if any).
The refund will be processed using the same payment method you used for the original purchase.
The time it takes for your refund to appear in your account may vary depending on your banking institution and payment gateway, generally between 5 and 10 business days.

4. CANCELLATION BY ELRA

ELRA reserves the right to cancel an order under the following circumstances, among others:

Product Availability: If a product is unavailable or out of stock after your order has been placed, we will inform you and offer alternatives or a full refund.
Payment Problems: If the payment transaction is incomplete, rejected by the financial institution, or fraud is suspected.
Incorrect or Incomplete Shipping Information: If the shipping address provided is incorrect, insufficient, or unverifiable, and we are unable to contact you to obtain the correct information.
Pricing or Description Errors: In the event that a manifest error has been made in the price or description of a product on the Site.
Suspected Fraud or Illegal Activity: If we have reasonable grounds to believe that an order is fraudulent or related to illegal activities.
Force Majeure: Circumstances beyond our reasonable control, such as natural disasters, pandemics, strikes, transportation disruptions, etc.

If ELRA cancels your order, we will notify you by email and a full refund of the amount paid will be processed as soon as possible.

5. EXCEPTIONS: CUSTOM OR MADE-TO-MEASURE ORDERS

Cancellation policies for orders of personalized or custom-made products are stricter due to the unique nature of their production.

Before the Start of Production: You can cancel a custom order if production has not yet begun. If the cancellation is approved at this stage, you will receive a full refund.
Once Production Has Started: Once production of a personalized or custom-made item has begun (i.e., material selection, engraving, assembly, etc., has begun, depending on the requested customization), the order cannot be cancelled. This is because the item is being created specifically for you and cannot be resold to another customer.
Not Eligible for Return/Exchange: Personalized or custom-made products, except for manufacturing defects, are generally not eligible for return or exchange once received. Any concerns regarding these products once delivered should be addressed in accordance with the warranties section of our Legal Notice.

We strongly encourage you to carefully review the details of your custom order before confirming it and contact us immediately if you need to make any changes or request a cancellation.

6. POLICY MODIFICATIONS

ELRA reserves the right to modify this Cancellation Policy at any time. Any changes will be effective immediately upon posting on the Website. We encourage you to review this policy periodically to stay informed about our cancellation practices.