Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return or Cancellation To initiate a return or cancel an unfulfilled order, you can submit a self-serve request through your customer account or contact us via email.

Steps to submit a request online:

  1. Click the profile icon in our store's menu, or visit directly via: https://account.getelvion.com

  2. In the "Email" field, enter your email address, and then click "Continue".

  3. Open the email account associated with your order, open the email sent from our store, and copy the six-digit verification code included.

  4. Go back to the online store, enter the six-digit verification code, and log in.

  5. Click the order that you want to submit the return or cancellation for.

  6. If your order has multiple items, select the specific items you want to return.

  7. Select a return reason, add any relevant notes for the store, and click "Request return".

Please note: Buyers are responsible for covering all return shipping costs. Items sent back to us without first requesting a return and receiving approval will not be accepted. Once your self-serve request is approved, our support team will email you with the appropriate warehouse address and instructions on how to send your package.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period (Right of Withdrawal)

Notwithstanding the above, if the merchandise is being shipped into the European Union, buyers have the right to cancel or withdraw from their purchase within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Important Notice for EU Customers: In accordance with EU consumer protection regulations, if you choose to exercise your 14-day right of withdrawal through our self-serve portal, you (the buyer) will be responsible for covering the direct costs of shipping the package back to our center.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@getelvion.com.