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.

Statutory 14-Day Right to Cancel (UK Consumer Contracts Regulations 2013)

In addition to our 30-day return policy, if you are a UK consumer, you have a statutory right to cancel your order within 14 days after the day on which you receive the goods, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, you must inform us of your decision to cancel by a clear statement (for example, a letter sent by post or email). You may use the model cancellation form below, but it is not obligatory.

The cost of returning the goods will be borne by the customer. We will reimburse all payments received from you, including the costs of standard outbound delivery, within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Reimbursement will be made using the same payment method you used for the original transaction, unless you have expressly agreed otherwise.

Model Cancellation Form (Schedule 3, Consumer Contracts Regulations 2013)

To: Ecom Dynasty Ltd, Office 9278af, 182-184 High Street North, Area 1/1, East Ham, London, E6 2JA, United Kingdom. Email: info@elvoraco.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on: [date]
Received on: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Signature of consumer(s) (only if this form is notified on paper): [signature]
Date: [date]

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 correct return address, once your return is approved. Because our products are fulfilled from our partner warehouse in Asia, return addresses may vary by case. Please do not ship returns to our UK office address, as this location does not process returns. 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 and for statutory 14-day cancellations. 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. Processing time depends on your payment provider but is typically 5 to 10 business days after we issue the refund.

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 at checkout:

Visa
Mastercard
American Express
UnionPay
Apple Pay
PayPal
Klarna
Amazon Pay
Revolut Pay

All payments are processed securely by Stripe Payments Europe, Limited. Your payment method is authorised at the time of order placement, and funds are captured at 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 the statutory right to cancel eligible orders within 14 days after delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as detailed above. 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.

Elvora is a trading name of Ecom Dynasty Ltd, a company registered in England and Wales under company number 17092533.

Registered office: 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

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