Last Updated: May 29, 2026
At ELVEVA, we are committed to providing you with high-quality beauty and skincare tools. Because we utilize a global fulfillment network to bring you the best products, we have established the following return and refund guidelines to ensure a smooth, fair process while fully complying with international consumer rights.
1. The 14-Day Return Window & Right of Withdrawal
We offer a 14-day return and refund window. This 14-day period begins on the exact date your tracking number shows the package was successfully delivered to your address.
For EU and UK Customers: In accordance with the EU Consumer Rights Directive and UK Consumer Contracts Regulations, you have a statutory right to withdraw from your purchase within 14 days of receiving your goods. However, please see Section 3 regarding the legal exception for unsealed hygiene products.
2. Defective Items & Statutory Warranty
If your LED mask, face lift device, or any other item arrives damaged, defective, or is not what you ordered, we will make it right immediately. You will not have to pay for return shipping for defective goods.
- Fast-Track Resolution: Contact us at support@elveva.com within 14 days of delivery with your Order Number and clear photos/video of the defect. We will issue a fast refund or free replacement.
- 2-Year Legal Guarantee (EU/UK): Without prejudice to your statutory rights, our electronic skincare devices are covered by a manufacturer’s warranty. EU and UK customers are entitled to a minimum 2-year legal guarantee against conformity defects under applicable consumer law.
3. Change of Mind / Buyer’s Remorse
If you simply changed your mind or ordered the wrong item, we accept returns subject to the following strict conditions:
- Hygiene & Safety Exemption: In accordance with EU Consumer Rights Directive Article 16(e), the right of withdrawal does not apply to goods which are sealed for health protection or hygiene reasons and which have been unsealed after delivery. Because our beauty devices are applied directly to the face, we cannot accept returns on items that have been opened, unsealed, or used.
- Return Shipping & Restocking Fees: We do not charge any restocking fees for eligible returns. However, the customer is 100% responsible for paying the return shipping costs for “change of mind” returns.
- Return Address: Because we operate internationally, you must contact us at support@elveva.com to receive the correct return warehouse address before shipping anything back.
- Partial Refunds: Items returned in a condition other than original (e.g., missing original packaging, removed tags, or missing charging cables) may be subject to a partial refund at our sole discretion.
- Non-Refundable Taxes: ELVEVA cannot refund any import duties, customs fees, or local taxes you may have paid to your government to receive the item. These are the sole responsibility of the buyer.
4. Order Cancellations
We process orders quickly to ensure fast global delivery. If you need to cancel or change your order, please contact us at support@elveva.com as soon as possible.
- You may cancel your order for a full refund any time before it has been dispatched by our fulfillment center. (EU and UK customers strictly retain the right to cancel before dispatch regardless of the time elapsed).
- If the order has already been dispatched and handed over to the carrier, we cannot cancel it. You will need to wait for the item to arrive and follow our standard Return Policy.
5. Lost, Missing, or Stolen Packages
- Lost in Transit: If your package is lost in transit and does not arrive within 30 days of the date your tracking number was first scanned by the carrier, please contact us. We will investigate with the carrier and offer a full refund or a free replacement.
- Missing After Delivery: ELVEVA is not responsible for packages reported missing after the carrier has confirmed successful delivery to the provided address. If your package shows as delivered but you cannot find it, please check with neighbors or your local postal sorting office.
6. Exchanges, Gifts, and Sale Items
- Exchanges: We only replace items if they are defective or damaged. We do not offer direct exchanges for “change of mind” (e.g., wanting a different color). You will need to return the unopened original item for a refund and place a new order.
- Sale Items: Items purchased on sale or with a discount code are fully eligible for return, but will be refunded at the exact discounted price you paid, not the original retail price.
- Gifts: If the item was marked as a gift when purchased and shipped directly to you, we can only issue a refund to the original payment method (the person who bought it).
7. How Refunds Are Processed
To initiate any return or refund, you must provide Proof of Purchase (your Order Number and the email address used to place the order). Once your return is received and inspected (or your photo evidence is approved for a defective item), we will notify you of the approval or rejection of your refund. If approved, a credit will automatically be applied to your original method of payment (PayPal or credit card). Please allow 3 to 5 business days for the funds to appear in your account.
8. Contact Us to Initiate a Return
IMPORTANT: Do not send your purchase back to the sender address printed on your package. This is often a logistics sorting facility and your package will be lost, meaning we cannot issue your refund.
To start a return, please contact us directly at: Email: support@elveva.com