Refund policy

Last updated: May 21, 2026
This Return & Refund Policy applies to purchases made from Elavi (“we,” “us,” “our”) at elavi-uk.myshopify.com

1) Returns (Change of Mind)

EU / EEA / UK Customers — 14-Day Right of Withdrawal

If your delivery address is in the EU/EEA (and where applicable the UK), you have the legal right to cancel your purchase within 14 days of receiving your item, for any reason, and without needing to justify the decision (“right of withdrawal”).
To use this right, you must notify us within 14 days, and then return the item within the required time after notice (unless we state otherwise). We will refund the item price and the standard outbound shipping you paid (if any). You are responsible for return shipping costs, unless the item is defective or we made an error.

Withdrawal exceptions (EU): The right of withdrawal does not apply to certain items, including (where allowed by law):

  • Custom-made or personalized items

  • Sealed goods that are not suitable for return for health/hygiene reasons if unsealed after delivery

  • Perishable goods

  • Digital products/downloads once access has started

  • Gift cards

US & Other Regions — Store Return Window

For customers outside the EU/EEA (and where applicable the UK), we accept returns within 14 days of delivery for eligible items. Items must be unused, in original condition, and in original packaging with any tags/accessories included.

2) How to Start a Return

To request a return, contact us at contact.elavi@gmail.com with:

  • Order number

  • Item(s) you want to return

  • Reason for return (optional for EU withdrawal)

If your return is approved, we’ll send return instructions and the return address. Do not send items back without authorization, as they may not be accepted.

3) Return Shipping

  • Change-of-mind returns: You are responsible for return shipping costs unless local law requires otherwise.

  • Wrong item / damaged / defective: We will cover return shipping or provide an alternative solution (replacement/refund) where appropriate.

We recommend using a trackable shipping method. We are not responsible for returns lost in transit.

4) Damaged, Defective, or Wrong Items

Please inspect your order when it arrives. If the item is defective, damaged, or you received the wrong item, contact us within 3 days of delivery with photos (if possible). We will resolve it by replacement, repair, or refund, as required by applicable law.

EU note: EU customers also have legal rights regarding faulty goods (e.g., repair/replacement and, if necessary, a refund) that exist separately from the 14-day withdrawal right.

5) Refunds

If your return is approved, we will process your refund to your original payment method:

  • Timing: Refunds are typically processed within 7 business days after we receive and inspect the returned item (or earlier where law requires).

  • Your bank/payment provider may take additional time to post the refund.

EU withdrawals: Refunds are issued no later than the legal deadline after we receive the returned goods or proof of return (whichever is earlier where applicable).
Refunds exclude any non-standard delivery upgrades (e.g., express shipping), unless required by law.

6) Exchanges

We do [offer / not offer] direct exchanges. If you want a different item, please return the original item (if eligible) and place a new order.

7) Non-Returnable Items

Unless required by law, we do not accept returns for:

  • Gift cards

  • Final sale/clearance items (if clearly marked at purchase)

  • Personalized/custom items

  • Opened hygiene/health-related sealed goods

  • Digital products/downloads once delivered/accessed

  • Items damaged due to misuse, improper care, or normal wear and tear

8) Order Cancellations

If you need to cancel an order, contact us immediately at contact.elavi@gmail.com. If the order has already shipped, you’ll need to follow the return process (and shipping costs may apply).

9) Chargebacks & Disputes

If you have a problem with your order, please contact us first so we can help. Filing a chargeback doesn’t prevent you from having rights, but it can slow down resolution if we don’t have a chance to assist.

10) Contact

Elavi
Email: contact.elavi@gmail.com