Policies

Refund policy

Last updated: 31 May 2026

This refund policy applies to orders placed on elvona.shop (Elvona), operated by ELVON LTD (Company No. 14293890). In compliance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, you are entitled to a full refund on any order returned within 14 days of delivery.

Refund timing

Once your return is received and inspected, refunds are issued within 14 days, and in any case no later than 30 days.
Refunds are sent back to the original payment method (card, wallet, or PayPal). For Cash on Delivery orders, refunds are issued by UK bank transfer to an account in the customer's name.
Banks typically take a further 3–10 business days to display the refund on your statement.

What is refunded

The full price of the returned items.
The original delivery charge (delivery is free at Elvona, so this is normally £0).
Return postage is at your own cost, unless the item was damaged, faulty or sent in error — in which case we cover it in full.

Cancellation before dispatch

Email contact@elvona.shop as soon as possible. If the order has not yet left our warehouse, we cancel it immediately and issue a 100% refund within 48 hours.

Damaged, faulty or wrong items

Report any issue within 30 days of delivery with photos. We will arrange a free collection and offer a full refund or a free replacement, at your choice.

Non-refundable items

For hygiene reasons we cannot accept returns on personalised items or on items returned damaged, used or without their original packaging. This does not affect your statutory rights.

See also our returns process and payment policy.

Customer service hours: Monday to Friday: 9:00 AM – 6:00 PM · Saturday: 10:00 AM – 5:00 PM · Sunday: Closed.