Return & Refund Policy

This Policy forms an integral part of our Terms and Conditions of Sale and governs rules for shipping, returns and refunds.

Terms used but not defined in the Policy shall have the meaning assigned to them in the Terms and Conditions of Sale.

PART A — SHIPPING

1. WHERE WE SHIP; CHARGES

We're thrilled to offer worldwide shipping to most countries, utilizing the swiftest and most secure delivery methods at our disposal.

Shipping and handling charges are always displayed at checkout before you complete your purchase.

2. ORDER PROCESSING TIME

Orders are typically processed within 24 hours and dispatched within two (2) business days of order acceptance. During peak periods (holidays, special launches) processing may take longer. Subscription orders are dispatched automatically after each successful recurring billing.

3. TRACKING YOUR ORDER

You can track your order at our order tracking page using your order number, tracking number, or the email address used at purchase. You will receive the tracking details by email once your order has been dispatched.

4. ESTIMATED DELIVERY TIMES (STANDARD SHIPPING, IN BUSINESS DAYS)

• United States: 4–7 (Alaska, Hawaii, and remote areas may take longer);
• Canada: 9–12;
• United Kingdom: 7–10;
• Germany, Netherlands, France, Austria: 5–11;
• Rest of Europe: 10–20;
• Australia, New Zealand: 9–14;
• South America: 7–20;
• all other international destinations: 10–20.

Delivery times are estimates, not guarantees, and may be affected by customs processing, natural events, carrier transfers, or transportation strikes, for which we are not responsible.

5. DELIVERY ADDRESS; ADDRESS CHANGES

An accurate delivery address and phone number are required. We are not responsible for late, lost, or misdelivered shipments caused by incorrect or incomplete address information you provided. If you notice an address error, contact us immediately.

6. DELIVERY CONFIRMATION; LOST, DAMAGED, OR MISSING PARCELS

Delivery confirmation provided by the carrier serves as proof of delivery, even without a signature.

In case your order arrives damaged, submit a Request form with your order number and clear photos of the damaged item and packaging, and we will send a free replacement or refund upon your request.

In case your order is lost in transit, submit a Request form and we will investigate with the carrier.

7. CUSTOMS DUTIES AND IMPORT FEES (INTERNATIONAL ORDERS)

Customs or import fees may apply to international orders (for example Canada and the UK) and are determined by your country's rules; they are your responsibility and are not within our control. Please check your local customs policies before ordering.

If you refuse a package at customs due to customs fees, we cannot reship it via another carrier and the package may be abandoned at customs, in which case no refund is due. If you instead arrange and pay for the package to be returned to our warehouse, we will refund the cost of your order minus the original shipping charge once it is received back.

PART B — RETURNS AND REFUNDS

8. HOW TO RETURN — MANDATORY STEPS FOR ALL RETURNS

Step 1 - Register the return first. Complete the online Return Request form (or email support@elvuma.com) before sending anything back. Describe the product and the reason for the return; for damaged or defective items, attach clear photos and your proof of purchase. Returns sent without prior registration and approval cannot be accepted.

Step 2 - Approval and instructions. After approval, you will receive return instructions. Package the item securely and ship it with tracking to the address provided to you. Email us the return tracking number so we can process your refund promptly.

Step 3 - Inspection and refund. Refunds are issued after we receive and inspect the return, as set out in Section 11. Return transit typically takes 14–30 days depending on your location. If you paid for your order using the third party express checkout or another third party-powered payment method, any refund resulting from a returned item will be processed through these third parties. The time it takes for the refunded amount to appear in your account may depend on third party's refund processing policies.

Statutory rights prevail. If anything in this Section 8 conflicts with the statutory rights described in Section 9, Section 9 prevails for customers in the EU/EEA and the UK.

9. CUSTOMERS IN THE EU AND THE UK

You may withdraw from your purchase within 14 days without giving any reason. For products, the 14 days run from the day you (or a person you nominate, other than the carrier) receive the products; for subscriptions, from the day you receive the first shipment. For services and digital content, the 14 days run from the day the contract is concluded. To withdraw, an unambiguous statement to us (for example by email or via the Return Request form) before the period expires is sufficient; you may use the model withdrawal form below, but it is not obligatory.

We will refund all payments received from you, including standard delivery charges, without undue delay and no later than 14 days from the day you inform us of your withdrawal, using your original payment method. We may withhold the refund until we have received the products back or you have supplied evidence of having sent them back, whichever is earlier. You must send the products back no later than 14 days from the day you inform us of your withdrawal. You pay the direct cost of the return.

For health protection and hygiene reasons, supplements and similar consumable products that have been unsealed or opened after delivery cannot be returned under the right of withdrawal. Unopened products in their original sealed packaging remain returnable.

Independently of the right of withdrawal, you benefit from a legal guarantee of conformity. If a product is defective or not as described, contact us as soon as possible with photos and proof of purchase.

On top of these statutory rights, the voluntary 30-day window in Section 10 also applies to you.

Model withdrawal form

10. VOLUNTARY 30-DAY RETURN WINDOW (ALL CUSTOMERS, IN ADDITION TO STATUTORY RIGHTS)

If you are not satisfied with your purchase, you may return any product that is unopened, unused, in its original sealed packaging, and in a condition fit for resale within thirty (30) days of delivery, following the steps in Section 8.

Under this voluntary policy:

• you are responsible for return shipping costs;
• original shipping charges are non-refundable, unless you are located in the EU, Norway, New Zealand or Australia and return your purchase within 14 days after the delivery;
• for subscription purchases, returns are accepted for the initial order only, not for recurring subscription shipments (cancel your subscription at any time as described in the Terms of Sale to stop future shipments).

Products that have been opened, used, altered, or damaged after delivery, and products purchased from unauthorized sellers or through third-party marketplaces such as Amazon.com, are not eligible under this voluntary policy.

11. REFUND PROCESSING AND DEDUCTIONS

Once we receive and inspect your return, refunds under the voluntary policy in Section 10 will be issued within fourteen (14) days. Depending on your financial institution, it may take additional time for the refund to appear in your account. Refunds go to the original payment method.

We may decline a refund under the voluntary policy where the returned item is not in the condition required by Section 10 (for example, opened or used items that are not defective), or where a return was sent without registration. If you refuse delivery of an order, we may deduct return shipping, handling, and related costs from the refund.

12. DIGITAL CONTENT

All sales of digital content are final, except where the digital content is faulty or not as described - in that case contact us within 14 days of supply with supporting details. For EU/EEA/UK customers, by purchasing digital content you expressly request immediate supply and acknowledge that you waive the right of withdrawal once supply has begun, as set out in the Terms of Sale.

13. A NOTE ON CHARGEBACKS

If anything looks wrong with a charge, contact us first - most billing issues are resolved within days, and refunds reach you faster than a card dispute. Where a chargeback is filed for a charge that was disclosed and authorized and the products were delivered, we will contest it with our order, consent, and delivery records, and we may bill you directly for amounts owed and suspend further deliveries, as set out in the Terms of Sale.

14. CONTACT US