Refund policy

REFUND AND RETURNS POLICY

Last updated: 31 August 2026

At Ellivane, we want you to feel confident when purchasing from us. This policy explains our commercial 30-day guarantee and your statutory rights as a customer in the United Kingdom.

  1. 30-DAY COMMERCIAL GUARANTEE

You may contact us within 30 days of receiving your order if:

• The product arrived damaged or defective.
• You received the wrong product.
• The product is materially different from its description.
• Your order is incomplete.
• You are not satisfied with the product.

Contact support@ellivane.shop and provide:

• Your full name.
• Your order number.
• The reason for your request.
• Clear photographs or videos if the item is damaged, defective, incorrect or incomplete.

We will review your request and provide the appropriate instructions.

  1. UK RIGHT TO CANCEL

Customers in the United Kingdom generally have the right to cancel an online purchase without giving a reason.

You must notify us within 14 days beginning on the day after you receive the product. After notifying us, you generally have a further 14 days to return it when a physical return is required.

To exercise this right, email support@ellivane.shop with your name, order number and a clear statement confirming your decision to cancel.

  1. RETURNS

Please contact us before returning any product. Returns sent without prior authorisation may not be accepted or correctly identified.

Depending on the circumstances, we may:

• Ask you to return the product to a specified address.
• Request photographs or videos so we can assess the issue.
• Offer a replacement or refund without requiring a physical return.

Do not send returns to the address shown in our Legal Notice unless our customer service team specifically instructs you to do so. The appropriate return address may vary depending on the product and fulfilment location.

If a change-of-mind return is required, the customer may be responsible for the direct return cost unless we agree otherwise.

If the product is faulty, damaged, incorrect or not as described, Ellivane will provide an appropriate solution without removing any statutory rights.

  1. CONDITION OF RETURNED PRODUCTS

When a return is required, the product should be returned with all supplied parts and accessories.

Customers may inspect a product in the same way they would reasonably inspect it in a physical shop. We may make a deduction where handling goes beyond what is necessary to establish the product’s nature, characteristics and functioning, where permitted by law.

  1. NON-RETURNABLE PRODUCTS

Certain products may be exempt from change-of-mind returns where permitted by law, including:

• Sealed products that are unsuitable for return for health or hygiene reasons after being unsealed.
• Personalised or custom-made products.
• Perishable products.
• Digital products supplied with the customer’s prior consent.

This exclusion does not remove your rights where a product is faulty, damaged, incorrect or not as described.

  1. REFUNDS

Once a refund is approved, it will be issued to the original payment method.

Ellivane aims to process approved refunds within 7 business days. Your bank or payment provider may require additional time to display the funds in your account.

For statutory cancellations involving a required return, the refund may be withheld until we receive the product or receive evidence that it has been sent back, as permitted by law.

Where applicable, we will also refund the basic standard delivery charge paid for the original order. Additional delivery costs resulting from a premium delivery option are not normally refundable.

  1. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Inspect your order after delivery and contact us promptly if it is damaged, defective, incorrect or incomplete.

Please include photographs or videos that clearly show the issue. Following assessment, we may provide a replacement, partial refund, full refund or another legally appropriate remedy.

  1. ORDER CANCELLATIONS BEFORE DISPATCH

Contact us as soon as possible if you wish to cancel or change an order.

If the order has not entered processing or been dispatched, we will try to accommodate your request. Once processing or dispatch has begun, cancellation may no longer be possible and the standard return procedure may apply.

  1. ORDERS NOT RECEIVED

If your order does not arrive within the stated delivery period, contact support@ellivane.shop.

We will investigate the shipment with the relevant carrier or fulfilment partner and provide an appropriate solution where the order is confirmed lost or otherwise not delivered.

  1. CHARGEBACKS

Please contact us before opening a payment dispute or chargeback. We are committed to investigating and resolving legitimate order issues.

This does not prevent you from exercising any rights available through your bank, card issuer or payment provider.

  1. STATUTORY RIGHTS

Nothing in this policy excludes, restricts or replaces your statutory rights under applicable UK consumer law. Products must be as described, of satisfactory quality and fit for purpose.

  1. CONTACT

Ellivane
Email: support@ellivane.shop
Website: ellivane.shop