Return and Refund Policy

Return and Refund Policy

At Elvixol, your satisfaction is our priority. We have designed our return and refund policy to be straightforward, fair, and fully compliant with UK and EU consumer protection regulations. Please read the following carefully before initiating a return.

Right of Withdrawal

In accordance with applicable consumer protection legislation, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason. This withdrawal period begins on the day you, or a third party designated by you, physically receives the goods.

To exercise your right of withdrawal, you must notify us of your decision before the 14-day period expires by contacting us at:

  • Email: contact@elvixol.shop
  • Phone: +44 7911 292857
  • Address: 169 Euston Road, NW1 2AE, London, United Kingdom

Return Conditions

To be eligible for a return, items must meet the following conditions:

  • The item must be returned within 14 days of your withdrawal notification.
  • The item must be unused, in its original condition, and in its original packaging.
  • Proof of purchase (order confirmation or receipt) must be included with the return.

Items that show signs of use, damage caused by the customer, or that are returned without their original packaging may not be eligible for a full refund.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in the following circumstances:

  • The item received is defective or damaged.
  • The item does not conform to the description provided at the time of purchase.
  • An error was made on our part (e.g., wrong item sent).

In any of the above cases, Elvixol will cover the full cost of return shipping and arrange collection or provide a prepaid return label.

Refund Process

Once we have received and inspected your returned item, we will notify you by email of the outcome of our assessment. If your return is approved, your refund will be processed within 7 days of receipt of the returned goods.

Refunds will be issued to the original payment method used at the time of purchase. Please note that your bank or payment provider may require additional time to process and post the refund to your account.

Non-Returnable Items

Certain items may not be eligible for return or refund, including but not limited to:

  • Items that have been personalised or custom-made to your specifications.
  • Sealed goods that have been opened and cannot be returned for hygiene or health protection reasons.
  • Digital products or downloadable content, once accessed.

Exchanges

If you wish to exchange an item for a different size, colour, or product, please contact our customer service team. We will do our best to accommodate your request, subject to stock availability.

How to Initiate a Return

To begin the return process, please follow these steps:

  1. Contact us at contact@elvixol.shop within 14 days of receiving your order, stating your order number and the reason for your return.
  2. Wait for our confirmation and return instructions.
  3. Pack the item securely in its original packaging and send it to the address provided in our return instructions.
  4. Once received and inspected, your refund will be processed within 7 days.

Contact Us

If you have any questions about our return and refund policy, please do not hesitate to contact us:

  • Email: contact@elvixol.shop
  • Phone: +44 7911 292857
  • Address: 169 Euston Road, NW1 2AE, London, United Kingdom