Refund policy
Order Cancellations
Need to cancel your order? If it hasn't been processed yet, we're happy to help.
- For the best chance of cancellation, email us within 12 hours of placing your order at hello@elveo.com.
- If your order has already been processed or shipped, we may be unable to cancel it. Where applicable, we'll help you with the return process once your order arrives.
Damaged, Defective or Incorrect Items
If your ELVEO order arrives damaged, defective, or you receive an incorrect item, please contact us as soon as possible at hello@elveo.com.
Please include your order number, a description of the issue, and, where appropriate, clear photographs showing the damaged, defective, or incorrect item.
Once we've reviewed the issue, we'll provide the appropriate resolution, which may include a replacement or refund, depending on the circumstances and your applicable consumer rights.
Please contact us before returning any damaged, defective, or incorrect products so we can provide the correct instructions.
How to Start a Return
To request a return, email hello@elveo.com within 7 days of receiving your order with:
- Your order number
- The reason for your return
We'll review your request and provide you with the next steps if your return is eligible.
For hygiene and safety reasons, opened, used, or unsealed cosmetic products cannot normally be returned due to a change of mind, except where the product is faulty, damaged, incorrectly supplied, or where otherwise required by applicable law.
Returning Your Order
Once your return has been approved, we'll provide you with the appropriate return address and instructions on how and where to send your package.
Unless the item is faulty, damaged, incorrect, or applicable law requires otherwise, return shipping costs are the customer's responsibility and are non-refundable.
Items returned without prior authorization or sent to an incorrect address may not be accepted.
Please ensure returned products are securely packaged to prevent damage during transit.
Receiving & Processing Your Return
Once your return arrives at our warehouse, please allow 24–48 hours for it to be received and inspected.
If your return is approved following inspection, your refund will be issued to your original payment method. Please allow approximately 3–5 business days for us to process an approved refund.
Your bank, card provider, or payment provider may require additional time before the refund appears in your account.
Your Consumer Rights
Nothing in this Refund & Returns Policy is intended to exclude, restrict, or limit any rights you may have under applicable consumer protection law.
For any questions regarding cancellations, returns, replacements, or refunds, please contact us at hello@elveo.com.