Refund policy
REFUND & RETURN POLICY
Elvia
Website: https://elviamd.co
Last Updated: October 19, 2026
1. 30-DAY RETURN POLICY
At Elvia, customer satisfaction is important to us. We strive to provide high-quality beauty, cosmetic, and nutritional wellness products.
We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be in the same condition in which you received it.
- Be unused, unopened, and in its original packaging.
- Have all original tags, labels, and seals intact, where applicable.
- Include a receipt or other valid proof of purchase.
Returns are subject to the eligibility requirements and exceptions outlined below.
2. HOW TO REQUEST A RETURN
To initiate a return, please contact our customer support team:
Email: [email protected]
Phone: (786) 652-7584
When contacting us, please provide:
- Your full name.
- Your order number.
- The email address associated with your purchase.
- The reason for your return.
- Photographs of the product, if applicable.
Once your return request has been reviewed and approved, we will provide instructions on how and where to send your item.
Where applicable, we will provide a return shipping label.
Please do not send items back without first contacting our customer support team.
Unauthorized returns may not be accepted.
3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order as soon as it arrives.
If your order contains a damaged, defective, or incorrect item, contact us as soon as possible at:
Please include your order number, a description of the issue, and clear photographs of the product and packaging when available.
Our team will review your request and work toward an appropriate resolution.
Depending on the circumstances, eligible resolutions may include:
- A replacement product.
- An exchange.
- A refund to the original payment method.
We will address damaged, defective, or incorrectly delivered products in accordance with applicable consumer protection laws.
4. NON-RETURNABLE ITEMS AND EXCEPTIONS
For health, hygiene, and product safety reasons, certain products may not be eligible for return.
These may include:
Cosmetics and Beauty Products
- Opened or used makeup products.
- Products with broken or removed hygiene seals.
- Used skincare or personal care products.
- Products that have been contaminated or altered after delivery.
Nutritional Supplements and Wellness Products
- Opened nutritional supplements.
- Products with broken or removed safety seals.
- Partially consumed supplements.
- Products that have been improperly stored or altered after delivery.
Other Non-Returnable Items
- Gift cards.
- Personalized or custom-made products.
- Final-sale items clearly identified as non-returnable at the time of purchase.
- Perishable products.
- Products that cannot safely be returned due to applicable health or safety regulations.
Important: These restrictions do not limit your rights to a refund, replacement, or other remedy for defective, damaged, incorrectly supplied, or otherwise nonconforming products where required by applicable law.
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
5. SALE AND DISCOUNTED ITEMS
Items purchased during promotional sales or with discount codes may be eligible for return under our standard 30-day return policy unless they were clearly identified as final sale at the time of purchase.
Final-sale items are generally not eligible for discretionary returns.
However, defective, damaged, or incorrectly supplied products remain subject to applicable consumer protection laws.
6. EXCHANGES
If you would like to exchange an eligible product for another item, please contact our customer support team.
The fastest way to obtain a different product is generally to:
- Request a return for your original item.
- Wait for your return to be approved.
- Place a separate order for the replacement product.
All exchanges are subject to product availability and return eligibility.
For defective, damaged, or incorrect products, please contact us so we can determine an appropriate resolution.
7. RETURN SHIPPING
If your return is approved, we will provide instructions for shipping your item back to us.
Where applicable, a return shipping label will be provided.
For returns involving defective, damaged, or incorrect products, Elvia will cover return shipping costs where required by applicable law.
For other eligible returns, any applicable return shipping charges will be communicated to you before you proceed.
We recommend retaining your shipping receipt and tracking information until your return has been processed.
Elvia is not responsible for return packages lost during transit due to customer-selected shipping methods, except where responsibility cannot legally be excluded.
8. EUROPEAN UNION — 14-DAY RIGHT OF WITHDRAWAL
If your order is shipped to a country within the European Union, you may have a statutory right to withdraw from your purchase within 14 days of receiving your goods, without providing a reason.
To exercise this right, please contact:
You must communicate your decision to withdraw within the applicable 14-day period.
After notifying us, you generally have an additional 14 days to return the goods.
Certain products may be exempt from the statutory right of withdrawal, including sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery, as well as other products covered by applicable legal exceptions.
Where the statutory right of withdrawal applies, refunds, return shipping costs, and any permitted deductions will be handled in accordance with applicable law.
Nothing in this policy limits mandatory consumer rights available under European Union or national consumer protection legislation.
9. REFUND PROCESSING
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will generally be issued to your original payment method within 10 business days.
Please note that your bank, credit card issuer, or payment provider may require additional time to process and post the refund.
Where applicable law requires a shorter refund deadline or a different refund procedure, we will comply with those requirements.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact:
10. REFUNDS FOR LOST OR MISSING ORDERS
If your order has not arrived within the expected delivery timeframe, please contact our customer support team.
We may investigate the shipment with the applicable carrier to determine its status.
Depending on the circumstances and applicable law, an appropriate resolution may include:
- Locating and completing delivery of the original shipment.
- Sending a replacement order.
- Issuing a refund.
Customers should provide accurate and complete shipping information during checkout.
Our responsibility for lost or missing shipments will be determined in accordance with applicable consumer protection and delivery laws.
11. ORDER CANCELLATIONS
If you need to cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.
In such cases, eligible products may be returned in accordance with this policy.
Any applicable statutory cancellation rights remain unaffected.
12. CONTACT INFORMATION
For questions about returns, refunds, exchanges, damaged products, or order cancellations, please contact us.
Store Name: Elvia
Website: https://elviamd.co
Customer Support Email: [email protected]
Phone: (786) 652-7584
Return Address:
Please contact our customer support team at [email protected] to obtain the designated return address and return authorization instructions.
Do not send products back without receiving return instructions from our team.
Approved returns must be shipped to the designated return address provided by Elvia.
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