Refund policy

ELVORA RETURN & REFUND POLICY


SECTION 1 — RETURNS AND REFUNDS

At Elvora, we want you to feel confident when placing an order with us. Please read this policy carefully before making a purchase.

By completing a purchase from our store, you agree to the terms outlined in this Return and Refund Policy. Nothing in this policy limits any mandatory consumer rights that may apply under the laws of your country or region.

Our return policy lasts for 30 days from the date your physical order is delivered.

To request a return or refund, please contact us through the Contact Us page or email us at:

zikokilwa@gmail.com

Please include:

  • Your full name

  • Your order number

  • The reason for your request

  • Clear photos or videos when the item is damaged, defective, incorrect, or not functioning properly

Please do not return any product before contacting us and receiving return instructions.

SECTION 2 — CHANGE-OF-MIND RETURNS

You may request a return within 30 days of delivery if you change your mind.

To qualify for a change-of-mind return:

  • The item must be unused

  • The item must be clean and undamaged

  • The item must include its original packaging, accessories, manuals, and components

  • The item must be in a condition suitable for resale

  • Proof of purchase must be provided

Items returned with signs of use, pet hair, stains, odors, scratches, missing parts, or damage may be refused or may qualify only for a partial refund, where legally permitted.

Unless required by applicable law or otherwise agreed by Elvora, customers are responsible for return shipping costs for change-of-mind returns.

Original shipping charges are generally non-refundable unless the order was defective, damaged, incorrect, or otherwise required by law.

SECTION 3 — DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

Contact us promptly if your item:

  • Arrives damaged

  • Is defective

  • Is not functioning as described

  • Is materially different from the product ordered

  • Is the wrong item, color, size, or variation

  • Arrives with missing components

We may request clear photos or a short video to verify the issue and determine the most appropriate solution.

Depending on the circumstances, we may offer:

  • A replacement

  • A replacement part

  • A full or partial refund

  • Store credit, with your agreement

  • Return instructions and a prepaid return method where applicable

Do not discard the item or its packaging until your request has been reviewed.

SECTION 4 — NON-RETURNABLE ITEMS

Unless the item is damaged, defective, incorrectly supplied, or returnable under applicable law, we generally cannot accept returns for:

  • Used personal-care or hygiene products

  • Products showing signs of wear, contamination, pet hair, stains, or odors

  • Items damaged through misuse, improper handling, neglect, or failure to follow instructions

  • Items altered, repaired, or modified without authorization

  • Gift cards

  • Customized or personalized products

  • Final-sale items clearly marked as non-returnable

  • Digital products that have already been downloaded, accessed, or delivered, except where required by applicable law

Please contact us before purchasing if you are uncertain whether a product is eligible for return.

SECTION 5 — DIGITAL PRODUCTS

Because digital products are delivered electronically and cannot normally be physically returned, purchases of downloadable files, ebooks, planners, guides, templates, and other digital content are generally final once the download link has been delivered, accessed, or downloaded.

A refund may still be considered when:

  • The customer was charged more than once for the same product

  • The wrong digital product was delivered

  • The file is corrupted or cannot be accessed and we are unable to provide a working replacement

  • A refund is required by applicable consumer law

Customers are responsible for checking the product description, file format, language, and compatibility before purchasing.

Where applicable law provides a cancellation right for digital content, that right may end once immediate digital delivery begins with the customer’s prior consent and acknowledgment.

SECTION 6 — CANCELLATIONS AND ORDER CHANGES

Contact us as soon as possible if you need to cancel or modify an order.

We will try to accommodate your request, but we cannot guarantee cancellations or changes once an order has entered processing, fulfillment, or shipment.

If an order has already shipped, the customer may need to follow the standard return procedure after delivery.

Providing an incorrect or incomplete shipping address may lead to delays, failed delivery, or additional shipping charges. Please contact us immediately if you notice an address error.

SECTION 7 — RETURN AUTHORIZATION

All returns must be approved before they are sent.

Once your request is approved, we will provide:

  • The correct return address

  • Packaging instructions

  • Any required return reference

  • Information about responsibility for return shipping

Products returned without authorization, to an incorrect address, or to the address shown on the original parcel may not be received or refunded.

Please use a tracked shipping service and keep your shipping receipt until your return has been completed.

Elvora is not responsible for unauthorized returns or parcels lost while being returned by the customer.

SECTION 8 — RETURN SHIPPING COSTS

If an item is confirmed to be defective, damaged, incorrect, or missing essential components, Elvora will provide an appropriate remedy and may cover reasonable return shipping costs where required.

For approved change-of-mind returns, return shipping costs are generally the customer’s responsibility unless applicable law requires otherwise.

If we provide a prepaid return label, its cost may be deducted from the refund for change-of-mind returns where legally permitted and clearly communicated beforehand.

SECTION 9 — REFUND PROCESSING

After receiving and inspecting an approved return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method whenever possible.

Please allow approximately 5–10 business days after processing for the refund to appear in your account. Processing times depend on your bank, card issuer, and payment provider.

Shipping charges, duties, taxes, currency-conversion fees, and other third-party charges may be non-refundable unless required by law or caused by an error attributable to Elvora.

SECTION 10 — PARTIAL REFUNDS

Where legally permitted, a partial refund may be issued when:

  • The item is returned with signs of use

  • Packaging, accessories, manuals, or components are missing

  • The product has been damaged after delivery

  • The product’s value has been reduced through handling beyond what is reasonably necessary to inspect it

Any deduction will be explained before the refund is finalized.

SECTION 11 — LATE OR MISSING REFUNDS

If you have not received an approved refund:

  1. Check your bank or payment account again.

  2. Contact your card issuer or payment provider.

  3. Allow the stated processing period to pass.

  4. Contact Elvora through our Contact Us page if the refund is still missing.

Please include your order number and refund confirmation when contacting us.

SECTION 12 — LOST, DELAYED, OR UNDELIVERABLE ORDERS

If your order appears delayed, please review the tracking information and contact the delivery carrier when appropriate.

Please contact us if:

  • Tracking has not updated for an extended period

  • The parcel is marked delivered but cannot be found

  • The parcel is returned to sender

  • The order is confirmed lost in transit

We will review the available tracking information and work with the carrier or fulfillment partner to determine an appropriate solution.

Elvora is not responsible for delays caused by customs, severe weather, carrier disruptions, incorrect addresses, failed delivery attempts, or circumstances beyond our reasonable control. However, this does not affect any mandatory rights that apply to undelivered orders.

SECTION 13 — EXCHANGES

The fastest way to obtain a different item, size, color, or variation is usually to return the eligible original item and place a new order after the return is approved.

Direct exchanges may be offered at our discretion depending on stock availability, product type, and shipping location.

SECTION 14 — CONSUMER RIGHTS

This policy provides contractual return options offered by Elvora and does not remove or reduce any mandatory consumer protections available under applicable law.

Customers in certain countries or regions may have additional rights relating to:

  • Online purchase cancellation

  • Faulty or misdescribed goods

  • Refund deadlines

  • Digital content

  • Legal guarantees

  • Return shipping

Where this policy conflicts with mandatory applicable law, the mandatory legal requirement will prevail.

SECTION 15 — CONTACT US

For return, refund, cancellation, or order-related questions, contact us through:

Email: zikokilwa@gmail.com

Please allow 1–2 business days for a response. Response times may be longer during weekends, public holidays, or periods of unusually high demand.