ELVIZI Refund and Returns Policy

At ELVIZI, customer satisfaction is important to us. We want every customer to shop with confidence and enjoy a smooth shopping experience. If there is an issue with your order, our customer support team is here to assist you.

1. Returns

ELVIZI offers a 30-day return period, which means you have 30 days from the date your order is delivered to request a return, subject to the conditions outlined in this policy.

To be eligible for a return, your item must:

• Be unused and in the same condition that you received it.

• Be unworn, where applicable, with original tags attached.

• Be in its original packaging, where applicable.

• Be accompanied by proof of purchase or your order number.

You must contact ELVIZI and receive return approval before sending any product back. Items returned without prior approval may not be accepted.

2. How to Request a Return

To start a return, contact our customer support team at support@elvizi.com with the following information:

• Your order number.

• The name of the product you wish to return.

• The reason for the return.

• Photos or videos of the product, if relevant.

Our team will review your request and provide instructions on how to proceed.

If your return is approved, we will inform you of the return process and the address where the item should be sent. Please do not send products to an address before receiving instructions from our support team.

Return shipping arrangements and costs will be communicated during the approval process.

3. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order upon delivery. If your item arrives damaged, defective, incorrect, or with missing essential parts, contact us as soon as possible, preferably within 7 days of delivery.

To help us resolve the issue quickly, please provide:

• Your order number.

• A description of the problem.

• Clear photos or videos showing the issue.

Our team will review the information and determine an appropriate solution, which may include a replacement, refund, or another suitable resolution.

Where the issue is caused by ELVIZI or the supplier, we will review the return shipping arrangements accordingly. Your rights under applicable consumer protection laws will not be affected by this policy.

4. Change-of-Mind Returns

If you change your mind, order the wrong size, select the wrong product, or no longer want an item, you may request a return within the 30-day return period, provided the item meets the eligibility requirements in this policy.

For approved change-of-mind returns:

• The item must be unused and in its original condition.

• Original tags and packaging must be included where applicable.

• Customers are generally responsible for return shipping costs, subject to applicable law.

• Original shipping charges are generally non-refundable, except where required by law or where the refund relates to an issue for which ELVIZI is responsible.

As ELVIZI serves customers internationally, return shipping costs and arrangements may vary depending on the customer’s location.

5. Non-Returnable Items and Exceptions

Certain products may not be eligible for return due to hygiene, safety, personalization, or product-protection requirements.

These may include:

• Gift cards.

• Downloadable digital products.

• Personalized or custom-made products, where permitted by law.

• Opened personal-care, beauty, or hygiene products that cannot reasonably be returned for health or safety reasons.

• Products that have been used, altered, or damaged through customer misuse.

• Items missing essential parts due to circumstances not attributable to ELVIZI.

Some products may also be subject to specific return restrictions because of their nature.

Important: Nothing in this policy excludes a return, refund, or other remedy that is required by applicable consumer protection law. Sale items are not automatically excluded from returns where the law provides a right to return them.

If you are unsure whether your product is eligible for a return, please contact our customer support team before sending it back.

6. Refunds

Once an approved return has been received and inspected, we will notify you whether your refund has been approved or declined.

If approved, your refund will be issued to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to be processed by ELVIZI. After processing, additional time may be required for your bank or payment provider to make the funds available.

The total time required for the refund to appear may therefore vary depending on your payment provider.

7. Late or Missing Refunds

If you have not received your refund, please:

1. Check your bank account again.

2. Contact your card issuer or payment provider.

3. Contact your bank to confirm whether the refund is still being processed.

If you have completed these steps and your refund is still missing, contact us at support@elvizi.com.

Please include your order number and any relevant refund confirmation details so that we can assist you.

8. Partial Refunds

Partial refunds may be considered where appropriate, including situations where:

• An item is returned in a condition that does not meet the return requirements because of customer handling.

• Parts or accessories are missing for reasons not attributable to ELVIZI.

• The returned product has been used or altered beyond what is permitted for inspection.

Any reduction in a refund will be assessed on the circumstances of the return and subject to applicable consumer protection laws.

9. Order Cancellations

Orders may be cancelled before they enter processing or fulfilment, subject to the circumstances of the order.

Once an order has entered processing, fulfilment, or shipping, cancellation may no longer be possible. In such cases, you may contact our support team to discuss the available options.

If an order has already shipped, you may need to follow the return procedure outlined in this policy.

Nothing in this section limits any cancellation rights available under applicable law.

10. Return Shipping

For approved returns, customers are generally responsible for return shipping costs for change-of-mind requests, unless otherwise stated by ELVIZI or required by applicable law.

If an item is damaged, defective, or incorrect due to an issue attributable to ELVIZI or the supplier, we will review the appropriate return shipping arrangement.

Please use a trackable shipping service where possible and retain your proof of postage until your return has been resolved.

ELVIZI cannot guarantee receipt of a returned item if there is no tracking confirmation or other reliable proof of delivery.

11. Exchanges

ELVIZI does not currently offer direct exchanges.

If you would like a different size, colour, or product, you may request a return for the original item, subject to this policy, and place a separate order once your return has been approved.

If you receive a damaged, defective, or incorrect item, please contact our support team so that we can review the most appropriate solution.

12. European Union Right of Withdrawal

Where applicable, customers in the European Union may have a legal right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason.

This statutory right is separate from ELVIZI’s 30-day return period. Certain legal exceptions may apply, including for some personalized goods, sealed hygiene products that are unsuitable for return once unsealed, and digital content under specific conditions.

Customers exercising this right must follow the applicable withdrawal and return procedures. Refunds, including any required standard delivery-cost reimbursement, will be handled in accordance with applicable law.

This section does not limit any additional rights provided by local consumer protection legislation.

13. Contact Us

If you have questions about refunds, returns, or cancellations, our customer support team will be happy to assist you.

ELVIZI Customer Support

Email: support@elvizi.com

Expected response time: 24–48 business hours.

Please include your order number when contacting us so that we can assist you more efficiently.

Thank you for shopping with ELVIZI. We appreciate your trust in our brand and remain committed to providing a reliable shopping experience.