Refund policy

Not satisfied with your order?
We would love to hear how we can improve.

You can return your order unused within 14 days after receiving it, or send a photo showing that the product is defective. We will review the image, and in most cases we can resolve your case without requiring a full return.

We ensure that the money is refunded to your account within five business days after we have received your return or after our customer support team has confirmed your case.

Return by Mail

You have up to 14 days after receiving your order to exchange a product for another size or color, or request a refund if it was delivered to a pickup point near you.

Please Note

Products purchased as part of a promotion or value bundle cannot be returned.

Personal products such as underwear and cosmetics cannot be returned for hygiene reasons.

We do not accept returns of liquid gels due to their nature.

Contact

Please contact us via email before sending your order back. Since we have multiple distribution centers, we need to determine which warehouse your package was shipped from before providing you with the correct return address.

📧 Email: support@elovura.com

Please remember to:

  • Include the packing slip.

  • Pack the product securely in its original packaging.

  • Include a note with your order number.

You are responsible for the return shipment and should always request a tracking code from DHL or another carrier.

Once you have sent the package, please notify us at support@elovura.com and let us know whether you would like a refund or an exchange for another size or color.

How to Return the Product

Visit your nearest parcel shop, post office, or shipping store and send the package back.

Once the product arrives at our warehouse, we will process the exchange or refund as quickly as possible.

Please note that our headquarters are located in Hong Kong, and you may be asked to send the product to our supplier in Asia.

Cancellations

If you wish to cancel an order, please contact us immediately at support@elovura.com.

If you cancel your order within 12 hours, we will issue a full refund without conditions.

If the order has already been shipped, you must return the product after receiving it.

Return Costs

The customer is responsible for return shipping costs, and these costs are not refundable.

If you receive a refund for your order, the return shipping costs will be deducted from the total refund amount.

The time it takes to receive an exchange product depends on your location.

We always recommend using a trackable shipping service or purchasing shipping insurance.