Refund policy

ELVA CARE — REFUND AND RETURN POLICY

Website: www.elva-care.com Contact: shop@elva-care.com

7. REFUND AND RETURN POLICY

7.1 Our Commitment to Customer Satisfaction

At Elva Care, we stand behind the quality of our products. If you are not completely satisfied with your purchase, we offer a comprehensive refund policy to ensure your peace of mind.

7.2 60-Day Money-Back Guarantee

We offer a 60-day refund period from the date of delivery. To be eligible for a refund, products must meet the following conditions:

  • The product must be unopened and unused
  • Original packaging must be intact and undamaged
  • Product must be in its original, resalable condition
  • All seals and protective coverings must remain unbroken

Important: Once a product has been opened or used, it is no longer eligible for a refund due to health and hygiene standards. We cannot accept returns of opened products.

7.3 Damaged or Defective Products

If you receive a damaged or defective product, we will gladly send you a replacement at no additional cost. To qualify for a replacement:

Documentation Required:

  • Photographs of the damaged product immediately upon delivery
  • Photos must be taken before unpacking or opening the product
  • Images should clearly show the outer packaging and any visible damage
  • Additional photos of the product itself if damage is visible through packaging

Procedure:

  1. Take photos of the package as soon as it arrives, before opening
  2. If damage is visible, document it thoroughly
  3. Contact us at shop@elva-care.com within 48 hours of delivery
  4. Submit your photos along with your order number

We will review your claim and ship a replacement product once the damage is verified. Original damaged items may need to be returned or disposed of according to our instructions.

7.4 How to Request a Refund

To initiate a refund for an eligible unopened product, please submit your request through our official refund portal:

Refund Request Link: https://share.deftform.com/USVTvR

When submitting your refund request, please provide:

  • Order number
  • Email address used for purchase
  • Reason for return
  • Photos of the unopened product (if requested)

7.5 Refund Processing Time

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed within 3–5 business days and credited to your original payment method through Stripe. Depending on your bank or credit card company, it may take an additional 5–10 business days for the refund to appear in your account.

7.6 Return Shipping

For Standard Returns: Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent, damaged in transit).

For Damaged/Defective Products: We will provide a prepaid return label or reimburse reasonable return shipping costs upon approval of your damage claim.

Return Location: All returns must be shipped to our international processing warehouse in Grenzach-Wyhlen, Germany. Please do not send any return before contacting us — returns sent without prior authorization cannot be processed.

7.7 Non-Refundable Items

The following items are not eligible for refunds:

  • Opened or used products
  • Products returned more than 60 days after delivery
  • Products damaged due to misuse or mishandling after delivery
  • Products without original packaging
  • Gift cards or promotional items (unless otherwise stated)

7.8 Exchanges

At this time, we do not offer direct product exchanges. If you wish to exchange an item, please request a refund for the original product (if eligible) and place a new order for the desired item.

7.9 Contact Us

For questions about refunds, returns, or damaged products, please contact us:

Email: shop@elva-care.com Website: www.elva-care.com

We aim to respond to all inquiries within 1–2 business days.