Refund policy

90-Day Money-Back Guarantee

At Elvya, we stand behind the quality of our products. That is why we offer a voluntary 90-day money-back guarantee on the majority of our products.

If a product deviates from this, this will be clearly stated on the relevant product page.

Not satisfied with your purchase? Please contact us within 90 days of receiving your order at info@elvya.nl. We will be happy to help you find a suitable solution.

Contact us first

If you have any questions about your order, delivery, product or refund, please contact our customer service first at info@elvya.nl.

Our team is ready to work with you to find a suitable solution and resolve any issues as quickly as possible.

We aim to respond to all customer queries within 24 hours on business days.

Statutory right of withdrawal

In addition to our voluntary 90-day money-back guarantee, consumers within the European Union are entitled to a statutory cooling-off period of 14 days after receiving their order.

Within this period, you may cancel the contract without giving any reason.

To exercise the right of withdrawal, you must inform us within 14 days of receiving your order at info@elvya.nl.

Return procedure

Step 1 – Contact us

Send an email to info@elvya.nl with your order number and a brief description of your request.

Our customer service team will provide you with further instructions and the correct return address.

Step 2 – Return your order

Send the product back following the instructions provided.

We recommend using a shipping method with Track & Trace.

The customer remains responsible for the return shipment until it has been successfully received.

Step 3 – Receive your refund

Once the return has been received and processed, the purchase amount will be refunded via the same payment method used for the original order.

After the return has been approved, the refund is usually processed within 5 business days. Depending on your bank or payment method, it may take a few additional business days for the amount to appear in your account.

Return costs

Unless otherwise agreed, the cost of returning items is borne by the customer.

If a product is defective, damaged or incorrectly delivered, we will cover the cost of an appropriate solution.

Exceptions to returns

For reasons of health, safety and hygiene, certain products cannot be returned if they have been opened, used or unsealed, to the extent permitted by law.

These may include, among others:

Mouthpieces and products that come into contact with the mouth;
Opened cosmetics, creams or oils;
Underwear and close-fitting clothing;
Products that, for hygiene reasons, are not suitable to be returned once the seal has been broken.