Refund policy

OVERVIEW
This Return Policy explains our 90-day money-back guarantee and how refund requests, cancellations, and other order issues are handled.

90-DAY MONEY-BACK GUARANTEE
If you're not satisfied with your purchase, contact us within 90 days of the delivery date at support@elyvra.store with your order number. We'll ask you to return the product and you may be asked complete a short feedback form. Once we receive both, we'll process your refund within 5 to 10 business days.

This guarantee is valid on your first order only and is limited to one refund per household. Refund requests are reviewed on a case-by-case basis, and depending on the circumstances of your order, we may issue a full or partial refund at our discretion. We aim to respond to all requests within 2–3 business days.

We are unable to offer a refund for requests made more than 30 days after the delivery date.

ORDER CANCELLATIONS
Orders can be cancelled within a limited hours of being placed. After this window, orders automatically enter our fulfillment queue and cannot be cancelled, as processing and shipment begin immediately. If your order has already entered processing, you remain eligible to request a refund once it's delivered, under the 30-Day Money-Back Guarantee above.

SHIPPING FEES
Shipping fees are paid directly to our shipping and fulfillment partners and are non refundable.

If a package is refused at delivery, a restocking and handling fee of 25% of the total order value will be deducted from any refund issued, as shipping and handling costs are incurred at the time of dispatch and cannot be recovered once a delivery attempt has been made. If you have any concerns about your delivery, please contact us at support@elyvra.store before refusing a package, as we are happy to help resolve any issues first.

LOST OR UNDELIVERED PACKAGES
If your package does not arrive within the estimated delivery timeframe outlined in our Shipping Policy, contact us at support@elyvra.store to initiate a carrier investigation. Refund or replacement eligibility for lost packages is determined following completion of the carrier investigation and is subject to the 30-day window from the confirmed or estimated delivery date. We are not responsible for packages lost due to incorrect shipping information provided by the customer.

WE ARE NOT RESPONSIBLE FOR THE FOLLOWING SHIPPING CONCERNS:

  • Mistakes made by the customer in their shipping information. If you provide us with the wrong address or forget to include any necessary address information, including but not limited to an apartment/condo number.
  • Stolen packages. It is the customer's responsibility to provide a shipping address that can safely receive orders.
  • Declined customs/duties charges. Elyvra will not cover the cost of customs, duties or taxes for any orders.
  • Packages delivered in error to a neighbor. Customers are responsible for communicating with their neighbors to collect any packages that may have been mistakenly delivered to them.

DAMAGES & ISSUES
lease inspect your order upon arrival and contact us immediately at support@elyvra.store if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right, which may include a full refund or replacement.

CHARGEBACKS & PAYMENT DISPUTES
If a chargeback or payment dispute is active on your order, a refund cannot be issued until the dispute is closed. We encourage customers to contact us directly at support@elyvra.store to resolve any concerns before involving their bank, as this allows us to process refunds faster and avoid unnecessary delays.

SUBSCRIPTIONS & RECURRING ORDERS
If your order includes a subscription, the 90-Day Money-Back Guarantee applies only to your first shipment. Subscription renewals that occur after this 90-day window are not eligible for a refund under this guarantee.

Your subscription will automatically renew, and you will be charged through your original payment method at your selected delivery cadence unless you cancel. By placing a subscription order, you agree to this automatic renewal.

You may cancel your subscription at any time through your account portal or by contacting us at support@elyvra.store. To avoid being charged for the next cycle, cancellations must be made at least 24 hours before your next scheduled billing date. No refunds will be issued for renewal charges already processed prior to cancellation.

You are responsible for keeping your billing and account information current and accurate. Payment details can be updated anytime through your account portal or by contacting us.

NON-REFUNDABLE ITEMS
The following are not eligible for a refund under this policy: - Products marked as final sale at the time of purchase - Gift cards - Free gifts, bonus items, or promotional add-ons, whether used or unused - Limited-time post-purchase offers, which are final sale due to discounted pricing

REFUND PROCESSING
Once a refund request is approved, you will be refunded to your original payment method within 5–10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at support@elyvra.store.

CONTACT
To request a refund or ask any questions about this policy, contact us at support@elyvra.store.