Refund policy

Need to return your product? We accept returns for unused items purchased directly from the Ello website within 30 days of your purchase date. For products purchased from any other retailer, you will need to return the product to that same retailer and your return will be subject to the policies of that retailer.

All returns or exchanges must be unused and in their original condition with packaging attached. If your order is eligible for return and you would like to initiate a return for a refund, you can start your return process here. Please have your original order number handy and follow the prompts in the form. We will send you a prepaid return label for easy return of your merchandise, however, certain conditions apply:

• Returns on orders that qualified for $75 free shipping or containing food storage products or sets, may be assessed a $5.99 shipping fee.
  We do not refund original shipping charges.
  Product must be shipped back within 15 days of receiving the prepaid return label in order for the refund to be issued.
• Replacement lids and replacement straw sales are final and not eligible for return.
  
• We do not accept returns or produce replacement parts for Seasonal or Limited Edition Products.

Refunds to your account will take approximately 4 weeks after we receive your product. Your credit card account will show the difference in purchase amount on your next statement, depending on the issuing bank or billing cycle.