Refund policy
1. Mandatory Contact Before Return
Customers must obtain written authorization from our support team before sending any return.
Unauthorized returns will be rejected and not eligible for a refund.
Contact: support@elovira.co
2. 30-Day Notification & 30-Day Completion Deadline
Any issue must be reported within 30 days of delivery.
Once approved, returns must be shipped within 30 days.
Failure to comply results in automatic cancellation.
3. Required Photo/Video Evidence for Damage Claims
Claims for defective, incorrect, or damaged products must include:
- Clear photos/videos
- A short description of the issue
- Submitted within 5 days of delivery
Claims without proof or outside the timeframe are not eligible.
4. Refund Following Inspection Only
Refunds or replacements are issued only after the item has been received at our designated facility and successfully inspected by our quality control team.
- Items that fail inspection are not eligible for a refund
- Inspection results are final and binding
5. Direct Communication Requirement
All issues must be handled directly with Elovira.
We do not process issues through social media or third-party platforms.
6. General Return Conditions
To qualify for a return:
- Item must be unused, unworn, and in original packaging
- Tags and accessories must be intact
- Proof of purchase required
- Opened items are non-refundable
Unauthorized or non-compliant returns are denied without refund.
7. Hygiene & Personal Use Products (Critical Notice)
Due to health and hygiene regulations, intimate wellness products, are non-returnable and non-refundable once opened, used, or unsealed.
Returns are accepted only if:
- The product is unused
- The hygiene seal is intact
- The product is in original packaging
This policy applies regardless of customer satisfaction or usage duration.
8. Order Cancellation Policy
Orders may be canceled within 24 hours of placement.
After processing or shipping begins, orders cannot be canceled.
9. Return Shipping Costs
Return shipping fees, customs duties, import taxes, and clearance charges are the customer’s responsibility unless the item is defective or incorrect.
Customers must provide:
- Valid tracking number
- Proof of shipment
Untracked or lost return packages are not eligible for a refund.
10. Damages & Issues
Inspect your order immediately upon delivery.
Defective or incorrect items must be reported promptly according to this policy.
11. Unauthorized or Incorrect Return Address
Shipping a return without prior authorization or to an incorrect address will result in rejection and refund denial.
Always wait for the confirmed return address from our support team.
12. Responsibility After Delivery
Once the carrier confirms delivery, responsibility for loss, theft, or damage transfers to the customer.
Any post-delivery issues must be handled with the shipping carrier.
13. Non-Returnable Items
The following items are not eligible for return:
- Used or opened hygiene or personal care products
- Custom or personalized products
- Sale items or gift cards
- Hazardous materials, flammable liquids, or gases
If unsure, contact support before purchasing.
14. Exchanges
To exchange an item, the original product must be returned and approved first.
A replacement order can then be placed separately.
15. EU 14-Day Right of Withdrawal
Customers located in the European Union may cancel or return their order within 14 days only if:
- The product is unused
- The hygiene seal is intact
- The item is in original condition with proof of purchase
Opened or used hygiene products are excluded from the right of withdrawal.
16. Refund Processing
Once your return is inspected, you will be notified of approval or rejection.
Approved refunds are issued to the original payment method within 10 business days.
Processing times may vary depending on your bank or card provider.
If more than 15 business days have passed since approval, contact support.
17. Contact Information
📧 support@elovira.co
Customer service operates Monday–Friday.