Refund policy

At ELOVAIRE, we want you to feel confident when shopping with us. If there is an issue with your order or you are not satisfied with your purchase, please contact us at support@elovaire.com.

1. Refund Request Period

Customers may contact us regarding a refund within 30 days of receiving their order.

To request assistance, please email support@elovaire.com and include:

Your full name
Your order number
The email address used to place the order
A brief explanation of the issue
Photographs or other supporting evidence, where applicable

2. Eligible Refunds

A refund may be available where:

The product arrives damaged or defective;
You receive an incorrect item;
The product is materially different from its description;
Your order has not been delivered within the applicable maximum delivery timeframe; or
You notify us that you are dissatisfied with your purchase within our 30-day refund request period.

Nothing in this policy limits or excludes any statutory rights available to consumers under applicable UK consumer law.

3. UK Right to Cancel

For eligible online purchases, UK consumers generally have the legal right to cancel their order within 14 days of receiving the goods, without having to provide a reason.

Where the statutory right to cancel applies, please contact us at support@elovaire.com within the applicable cancellation period.

This right is subject to any exceptions provided by applicable consumer law.

4. Returns

Where ELOVAIRE approves a refund under our voluntary refund policy, we may determine that a physical return is not required.

If we confirm in writing that no return is required, you may keep, donate or responsibly dispose of the item.

Where applicable law requires or permits goods to be returned in connection with the exercise of a statutory cancellation or other consumer right, we will provide the appropriate instructions.

Please do not send products to any address without first contacting our customer support team and receiving instructions.

5. Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective or incorrect, contact support@elovaire.com as soon as reasonably possible.

We may request photographs or other information so that we can review the issue and determine the appropriate remedy.

Your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods are not affected by this policy. UK law requires remedies for goods that are faulty or not as described.

6. Refund Processing

Once a refund has been approved, it will be issued to the original payment method used for the purchase.

ELOVAIRE will process approved refunds without undue delay and in accordance with applicable consumer law.

After the refund has been processed by us, your bank, card issuer or payment provider may require additional time for the funds to appear in your account.

As a general estimate, this may take approximately 5–10 business days, depending on your payment provider.

7. Shipping Costs

Where required by UK consumer law, eligible standard delivery charges will also be refunded.

Additional costs resulting from a customer selecting a more expensive delivery method than our standard delivery option may not be refundable to the extent permitted by law. UK distance-selling rules generally require reimbursement of standard delivery costs when the statutory cancellation right applies.

8. Order Cancellation Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us immediately at support@elovaire.com.

We will make reasonable efforts to process your request. However, because orders may enter processing shortly after being placed, we cannot guarantee that an order can be changed before dispatch.

This does not affect any statutory cancellation rights you may have.

9. Exchanges

We do not currently operate a standard direct exchange programme.

If you need a different item or size, please contact support@elovaire.com. Depending on the circumstances, we may recommend requesting an eligible refund and placing a new order.

10. Consumer Rights

This policy is intended to operate alongside your statutory rights and does not replace, restrict or exclude them.

UK customers may have rights under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Online customers generally have 14 days after receiving eligible goods to notify a trader that they wish to cancel, subject to statutory exceptions.