1. Overview
This policy covers returns, damaged products and refunds. Consumers may also have a statutory right of withdrawal described in our Right of Withdrawal Policy.
2. Requesting a return
Contact [email protected] before sending an item. Include your name, order number, reason for return and relevant photographs. We will provide instructions and the correct return destination.
3. Product condition
Return products complete, with accessories, instructions and original packaging where reasonably possible. You may inspect the product only as necessary to establish its nature, characteristics and functioning. You may be responsible for diminished value caused by additional handling.
4. Return costs
For a change-of-mind withdrawal, the consumer generally bears the direct return cost unless Elvenz states otherwise. If an item is defective, damaged on arrival or incorrect, we will provide appropriate instructions and bear costs where required by law.
5. Damaged or incorrect items
Contact us promptly, retain all packaging and provide photographs. This process does not limit your statutory rights, including the legal guarantee of conformity.
6. Refund timing
When a refund is due, it will be processed within the period required by applicable law. We may withhold reimbursement until the goods arrive or you provide evidence of return, whichever occurs first.
7. Refund method
For orders paid to the courier, reimbursement may be made by bank transfer or another method agreed with you.
8. Exclusions
Statutory exceptions may apply, including sealed goods unsuitable for return for health or hygiene reasons once unsealed, personalised goods, or other categories excluded by law.