Elvya Refund & Returns Policy

Last updated: 29 June 2026

At Elvya, we want you to be happy with your order. This Refund & Returns Policy explains your rights and how to return an item to us.

Nothing in this policy affects your statutory rights.

1. Your statutory rights

If your item is faulty, damaged on arrival, not as described, or not fit for purpose, you may be entitled to a refund, repair or replacement under UK consumer law.

For faulty goods, UK consumers may have a short-term right to reject goods and receive a refund within 30 days, depending on the circumstances. Business Companion explains that consumers may be entitled to a refund, repair, replacement and/or compensation where goods are faulty or not as described.

2. Change-of-mind returns for online orders

You have the right to cancel your order within 14 days of receiving your item, even if the item is not faulty. Once you tell us you want to cancel, you then have another 14 days to return the item.

To cancel your order, please contact us at:

Email: Hello@Elvya.co.uk
Order information needed: your name, order number, item ordered, and reason for return if you wish to provide one.

3. Condition of returned items

Please return items in a clean, unused condition, with original packaging where possible.

You may inspect an item in the same way you would in a shop. However, if an item has been used, handled more than necessary, damaged after delivery, or returned in a condition that reduces its value, we may make a reasonable deduction from your refund to reflect the reduction in value, where permitted by law.

4. Items that cannot be returned for hygiene reasons

For health and hygiene reasons, we cannot accept change-of-mind returns for sealed hygiene-sensitive products once the seal has been broken or the product has been opened, unless the item is faulty, damaged on arrival, not as described, or you otherwise have a legal right to return it.

This may include items such as:

• skincare, cosmetics or beauty products;
• personal care products;
• intimate or hygiene-sensitive items;
• any other sealed goods that are unsuitable for return once opened for health or hygiene reasons.

UK guidance allows exceptions to cancellation rights for certain goods, including items sealed for health or hygiene reasons once unsealed. GOV.UK also lists other exceptions, such as personalised goods, perishable goods and unwrapped software or media.

5. Damaged items

We do not accept returns for items that have been damaged by the customer after delivery.

However, if your item arrives damaged, faulty or incorrect, please contact us as soon as possible at Hello@Elvya.co.uk with:

• your order number;
• a description of the issue;
• clear photos of the item and packaging.

If the issue is confirmed, we will offer the remedy required by law, which may include a refund, repair or replacement.

6. Refunds

Once we receive your returned item, we will inspect it and confirm whether your refund has been approved.

Where you are exercising your legal right to cancel an online order, we will refund you within 14 days of receiving the returned goods, or within the timeframe required by law. UK rules require traders to refund consumers within the relevant 14-day refund period after cancellation or return.

Refunds will be made to your original payment method.

If you paid for standard delivery, we will refund the standard delivery cost where required by law. If you chose a premium delivery service, we will only refund the cost of standard delivery.

7. Return postage

For change-of-mind returns, you are responsible for return postage costs unless we have agreed otherwise.

If the item is faulty, damaged on arrival, incorrect, or not as described, we will cover reasonable return postage costs where required by law.

8. Exchanges

We may offer an exchange where stock is available. If the item you want is unavailable, we may offer a refund instead.

9. How to return an item

To start a return, email us at: Hello@Elvya.co.uk

Please do not send items back before contacting us. We will provide return instructions and the correct return address.

Return address:

128 City Road, London, EC1V 2NX, United Kingdom