Refund policy

Website: https://elavea.in

At ELAVEA, we want you to shop with confidence. If something isn't right with your order, we're here to help. Please review our return and refund policy below to understand when you can request a return, replacement, exchange, or refund.

1. Return eligibility

You may request a return if:

  • You received a damaged or defective product.

  • You received the wrong product or an incomplete order.

  • The product is materially different from its description or advertised specifications.

  • You wish to return an eligible product for another reason permitted under our applicable return policy.

For change-of-mind returns, the product must generally be unused, in its original condition, and returned with its accessories and packaging where reasonably possible. Eligibility may depend on the product category and any restrictions disclosed before purchase.

Nothing in this policy limits rights you may have under applicable Indian consumer-protection law.

2. Return timeframe

You may submit a return request within 15 days from the date of delivery, subject to applicable law and the product-specific terms disclosed before purchase.

Please contact us as soon as possible if your product arrives damaged, defective, incorrect, or incomplete.

Requests submitted after the stated period may be reviewed where required by law or where exceptional circumstances justify further assistance.

3. How to request a return

Follow these simple steps:

  1. Contact us with your order number.

  2. Explain the reason for your return or refund request.

  3. Include photographs or videos showing the issue, if applicable.

  4. Wait for our response and return instructions before sending the product back.

  5. Package the product securely and follow the instructions provided.

We aim to review requests promptly and communicate the next steps clearly.

Please do not send products to an address before receiving return instructions. Your return may need to go to a designated fulfilment or supplier address.

4. Refund process and timing

Once your return or refund request is approved, we will initiate the applicable refund within 5–7 business days, subject to any shorter period required by law.

Refunds will generally be made to the original payment method where practicable. The time taken for the money to appear in your account may depend on your bank, card issuer, or payment provider.

We will communicate the status of your request if additional information or action is required.

If a refund is legally due because of a defective, incorrect, materially misdescribed, or otherwise qualifying product, we will not use this policy to deny your statutory rights.

5. Exchanges and replacements

Exchanges or replacements may be available for eligible products, subject to stock availability and applicable law.

You may request an exchange or replacement if:

  • The product received is defective or damaged.

  • You received the wrong item.

  • The product is eligible for an exchange under its listed conditions.

If an exchange is unavailable, we will discuss an appropriate alternative, which may include a refund where applicable.

6. Damaged, defective, or incorrect products

We take product concerns seriously.

If your order arrives damaged, defective, incorrect, or materially different from its description:

  • Contact us promptly with your order number.

  • Share clear photographs or videos of the product and packaging, if available.

  • Keep the product and packaging until we provide further instructions.

  • Follow the return, collection, replacement, or refund instructions we provide.

We will assess the issue and work towards a fair resolution in accordance with applicable law.

You will not be required to bear return costs where doing so would violate your legal rights, including where the return is required because of our error or a qualifying product defect.

7. Non-returnable items

Certain products may not be eligible for change-of-mind returns where a restriction is appropriate and permitted by law. These may include:

  • Personalised or custom-made products.

  • Products sealed for hygiene or health reasons that are unsuitable for return once unsealed, where legally permitted.

  • Perishable goods or products with a limited usable life, where applicable.

  • Products clearly identified as non-returnable before purchase, where the restriction is lawful.

Important: These exclusions do not remove applicable consumer rights for products that are defective, damaged, incorrect, unsafe, counterfeit, or materially misdescribed. Any non-returnable status must be disclosed clearly and cannot override mandatory legal protections.

8. Return shipping costs

Return shipping costs will depend on the reason for the return and the applicable law.

  • Damaged, defective, incorrect, or materially misdescribed products: ELAVEA will arrange or cover reasonable return costs where we are responsible and where required by law.

  • Eligible change-of-mind returns: The customer may be responsible for return shipping costs if this is disclosed clearly before purchase and is legally permitted.

  • Replacement orders: We will explain any applicable shipping arrangements before proceeding.

We will communicate the return method and any applicable charges before you send the product back.

9. Order cancellations

If you wish to cancel an order, contact us as soon as possible.

Cancellation may be possible before dispatch, depending on the order status. Once an order has been dispatched, the return process may apply instead.

If an order is cancelled and a refund is due, we will initiate it within the applicable timeframe and comply with Indian consumer-protection requirements.

10. Late, missing, or undelivered orders

Our usual delivery estimate is 5–7 working days, following order processing, subject to the shipping information displayed at checkout.

If your order has not arrived within the estimated period, please contact us with your order number and tracking information, if available.

We will investigate the delay and help determine the appropriate next steps. Your rights concerning late or failed delivery remain subject to applicable law.

11. Contact us

For return requests, refund enquiries, exchanges, or product concerns, please contact:

  • Store: ELAVEA

  • Business hours: Monday–Saturday, 10 AM–6 PM

We aim to handle customer concerns fairly, transparently, and promptly.

12. Policy updates and legal compliance

We may update this policy when our business practices, products, or legal obligations change. The latest version will be published on our website.

This policy is intended to operate consistently with applicable Indian law, including the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, as amended. The 2026 amendment to the E-Commerce Rules is scheduled to take effect on 1 January 2027; we will review our procedures and disclosures against the applicable requirements.