Refund Policy
Last updated: April 2026
We stand behind every product we sell. If something is not right, whether it arrived damaged, it is not what you expected, or you simply changed your mind, we will make it right. Here is exactly how our returns and refunds work.
Return Period and Conditions
We accept returns within 30 days of receipt, for both defective and non-defective products, provided they are in new or gently used condition.
The product may not have been used beyond what is necessary to assess its nature, characteristics, and functioning.
Items must be returned complete, including all original packaging, accessories, and documentation.
No restocking fees apply.
To be eligible for a return, the product must:
Be in new or gently used condition (opened only to assess the product) Be hygienically acceptable (no stains, odours, or wear beyond initial assessment) Be complete, including original packaging and accessories Be accompanied by proof of purchase (order number or confirmation email)
Eligibility by Situation
Change of Mind
You have 30 days from delivery to request a return. Items must be in new or gently used condition with packaging intact. Return shipping is at the customer's expense. Once we receive and inspect the item, your refund is processed within 10 business days to your original payment method.
Wrong Product Received
If you receive the wrong model, type, or colour, contact us within 30 days of delivery. Minor variations due to lighting, photography, or manufacturing batches do not qualify. Return shipping is free. After inspection, we will issue a refund or send a replacement within 10 business days.
Damaged in Transit
Report any transit damage as soon as possible, preferably within 48 hours of receipt. We will need clear photos of the item and its packaging. Return shipping is free. After inspection, we will issue a replacement or refund within 10 business days.
Faulty Product (Manufacturing Defect)
Contact us within 30 days of delivery with clear photos or video showing the defect. Return shipping is free. After inspection, we will issue a replacement or refund within 10 business days.
Item Never Arrived
If your parcel still has not arrived, contact us at info@elvoraco.com with your order number and we will open an investigation with the carrier. No return shipping applies. Once the package is confirmed lost, you choose between a replacement or a full refund. Refunds are processed within 10 business days of resolution.
Order Cancellation
You can cancel your order as long as it has not yet been shipped. Please contact us immediately to do so. If the order has already been shipped, you can return it under the Change of Mind terms above.
How to Start a Return
To register a return, contact our customer service via email: info@elvoraco.com
Please include the following details:
Your order number Name of the recipient Delivery address Reason for return Photos or video, if the item is damaged or faulty
We respond within 24 hours on business days.
Return Destination
Our support team will review your request and provide return instructions, including the return address, if eligible. All returns must be sent using a trackable shipping service. Elvora is not responsible for return shipments that are lost in transit without tracking.
Return Costs
Returns are processed by post. Return costs are at the customer's expense for change of mind returns. No restocking fees are charged. Exception: in the case of a defective, damaged, or incorrectly delivered product, return shipping is free.
How Refunds Work
Once we receive and inspect your return, or resolve a delivery issue:
Inspection: within 2 business days of receiving the returned item Confirmation: by email (approved or rejected) Refund processing: within 10 business days of approval
Refund method: all refunds are issued to the original payment method used for the purchase. Refunds will be processed within 10 business days of return approval to your original payment method.
Partial refunds: in cases where only part of an order is returned, refunds will be calculated accordingly.
Items We Cannot Accept Back
The following are non-returnable:
Custom or personalised items Products sealed for hygiene or safety purposes that have been opened beyond initial assessment Gift cards
If a product falls into one of these categories, it will be clearly noted on its product page.
Exchanges
We do not offer direct exchanges. To get a different product, return your original order for a refund and place a new order.
Payment Methods and Billing
All transactions are processed in British Pounds Sterling (GBP). We accept the following secure payment methods:
Shop Pay
Visa
Mastercard
American Express
Maestro
UnionPay
Apple Pay
Google Pay
Klarna
All payments are processed securely through our encrypted payment gateway. Your payment method is authorised at the time of order placement, and funds are captured immediately upon order confirmation.
For full details on payment processing, authorisation holds, failed payments, chargebacks, and payment information storage, please refer to our Billing Terms and Conditions page.
Legal Rights
This return policy does not affect your statutory consumer rights.
If you are a consumer in the United Kingdom, you retain the mandatory protections provided by the Consumer Rights Act 2015, including the right to a repair, replacement, or refund when a product does not conform to the agreement.
UK customers also have a legal right to cancel eligible orders within 14 days after delivery under UK distance selling regulations. This is separate from and in addition to our 30-day return policy.
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason, in accordance with the EU Consumer Rights Directive.
Online Dispute Resolution
Customers in the EU and UK can access the European Commission's Online Dispute Resolution platform at: https://ec.europa.eu/consumers/odr
Our contact email for ODR purposes is info@elvoraco.com. We are not obliged to participate in consumer arbitration unless required by law.
Contact Us
Store Name: Elvora
Operated by: Ecom Dynasty Ltd
Company Number: 17092533
Address: Office 9278af, 182-184 High Street North, Area 1/1, East Ham, London E6 2JA, United Kingdom
Email: info@elvoraco.com
Phone: +44 7520 654517
Website: https://elvoraco.com
Opening Hours: Monday to Friday, 9:00 AM to 6:00 PM GMT
Response Time: Within 24 hours during business days