Returns & Refunds

We want you to be completely happy with your ELAVORA™ purchase. If you change your mind or experience an issue with your order, we're here to help.

Your Right to Cancel

Under UK consumer law, you have the right to cancel your online purchase within 14 days of receiving your order, without having to provide a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the item.

The product should be returned in its original condition and, where reasonably possible, in its original packaging.

Returns

To start a return, please contact us by email before sending your item back. We'll provide you with the return instructions and any information you need to complete the process.

Unless the item is faulty, damaged, incorrect, or the return is otherwise our responsibility, you may be responsible for the cost of returning the item.

Please note that you may handle the product to the extent necessary to assess its nature, characteristics and functionality, similar to how you would in a shop. If the item has been used beyond this and its value has been diminished, a deduction may apply where permitted by law.

Faulty or Damaged Items

If your ELAVORA™ device arrives damaged, defective, or does not work as it should, please contact us as soon as possible.

Please include your order number and, where possible, photos or a short video showing the issue. This helps us assess your case and resolve it as quickly as possible.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. Faulty goods may be eligible for a repair, replacement, price reduction or refund depending on the circumstances and when the fault is discovered.

Refunds

Once your returned item has been received and checked, we will process any refund due to you.

Where you exercise your statutory cancellation rights, refunds are generally issued within 14 days of us receiving the returned goods, or receiving evidence that they have been sent back, as applicable.

Refunds will normally be made using the original payment method.

If you paid for standard delivery when placing your order and you validly cancel the entire order under your statutory cancellation rights, the standard delivery charge will generally also be refunded. Any additional cost for a more expensive delivery option is not normally refundable.

Contact Us

If you have any questions about returns, refunds or faulty products, please contact us and our customer support team will be happy to help.