Returns & Refund Policy

Returns are accepted on new products only — items must be unused, in their original condition and in their original packaging. This applies to defective items, non-defective items and exchanges alike.

To be accepted for a refund or exchange, items must be:

• Unused and in their original, new condition
• In their original packaging, with any tags or inserts included
• Free from marks, damage, scents or signs of use
• Returned within 14 days of delivery

1. Find the free prepaid return label included in your parcel — it ships inside every Elvona order, so there is nothing to request or print.
2. Repack the item securely in its original packaging and attach the prepaid label to the outside of the parcel.
3. Drop the parcel off at your nearest carrier point within 14 days of delivery, and email support@elvona.shop with your order number so we can track it (optional, but it speeds up your refund).
4. Once we receive and inspect the return, we'll process your refund or exchange.

Return shipping is always free. A prepaid return shipping label is included in the package with every order — so you never pay to send an item back, whether it's defective, non-defective or an exchange.

There is no restocking fee, and the price you paid at checkout is refunded in full to your original payment method once the return is received and inspected.

Exchanges are accepted on new, unused items within the 14-day return window. Email support@elvona.shop letting us know which item you'd like in exchange, then send the item back using the free prepaid label included in your parcel.

Refunds are always made to the original payment method. See our Payment Policy for details on accepted methods.

Every return is inspected on arrival. If an item is returned in a condition that doesn't meet the policy above, we may offer a partial refund or return the item to you and will always explain our decision clearly by email.

If your order arrives damaged, defective, faulty, or you receive an incorrect item, please contact us within 14 days of delivery with photos of the item and packaging. Send the item back with the free prepaid return label included in your parcel and we'll arrange a replacement, exchange or full refund — you won't pay anything to send the item back.

As a UK consumer, you have statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy limits or affects those rights.