Refund policy
Return & Refund Policy
We want you to be happy with your purchase. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Returns
To be eligible for a return, your item must be in the same condition that you received it, unused or unworn, with any original tags, and in its original packaging. You’ll also need your receipt or proof of purchase.
To start a return, please contact us at support@elouva.co.
Please do not send your item back without contacting us first. If your return is accepted, we will provide you with the appropriate return address and instructions on how and where to send your package.
Items returned to us without first requesting a return may not be accepted.
Unless the item is faulty, damaged, incorrect, or otherwise required by applicable law, customers are responsible for the cost of returning the item.
You can contact us with any return questions at support@elouva.co.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged, or you have received the wrong item.
Please include your order details and, where appropriate, photographs showing the issue so that we can assess the problem and make it right.
Where an item is faulty, damaged, incorrect, or not as described, we will provide an appropriate remedy in accordance with your statutory rights.
Exceptions / Non-Returnable Items
Certain types of products may not be eligible for our voluntary 30-day return policy, including perishable goods, personalised or custom-made products, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
We also do not accept returns of hazardous materials, flammable liquids, or gases.
Please contact us at support@elouva.co if you have any questions about whether your item is eligible for a return.
Nothing in this policy affects your statutory consumer rights.
Exchanges
The fastest way to receive a different item is to return the item you have in accordance with this policy and, once the return has been accepted, place a separate order for the new item.
UK & European Cancellation Rights
If you are a consumer in the United Kingdom or European Union, you may have a legal right to cancel an eligible online purchase within 14 days of receiving your goods, without needing to provide a reason.
After notifying us of your cancellation, you must return the goods within the period required by applicable law.
Certain products may be excluded from this right, including personalised goods, perishable goods, and certain sealed hygiene products once unsealed.
Unless we have agreed otherwise or the goods are faulty, incorrect, or not as described, you may be responsible for the direct cost of returning the goods.
These statutory rights are separate from and are not affected by our voluntary 30-day return policy.
Refunds
We will notify you once we have received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method. We aim to process approved refunds within 10 business days. Your bank or payment provider may take additional time to process and display the refund.
Where you exercise a statutory right to cancel an eligible online purchase, refunds will be provided within the time required by applicable consumer law. Where required by law, this will also include the cost of standard delivery.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at support@elouva.co.
Contact Us
For questions regarding returns or refunds, please contact us at:
Email: support@elouva.co