Refund policy

Last updated: 31 August 2026

This policy applies to purchases made on elvyneco.com, operated by VERALYA LTD under the trading name ELVYNECO.

1. Our 90-day goodwill guarantee

We want you to be satisfied with your purchase. In addition to your statutory rights, we allow you to request the return of most eligible products within 90 days of receipt.

To benefit from this goodwill guarantee, the product must meet the conditions set out below.

This guarantee neither limits nor replaces the mandatory rights you enjoy under the law applicable in your country.

2. Eligibility conditions

To be accepted under our 90-day goodwill guarantee, the product must:

  • be the subject of a return request within 90 days of receipt;

  • be unused, unworn and unwashed, unless a specific trial guarantee is expressly stated on its product page;

  • be complete, with its original accessories and components;

  • be returned in its original packaging where reasonably possible;

  • keep intact any seal, safety seal or protective packaging intended to ensure the hygiene or safety of the product;

  • be accompanied by proof of purchase, such as the order number or the email address used when ordering.

Merely removing outer packaging needed to examine the product does not automatically remove your statutory rights. However, a reduction in value may be applied, where the law allows, if the product has been handled beyond what is necessary to establish its nature, characteristics and functioning.

3. Products excluded from the goodwill guarantee

Except in the case of a defective, damaged, dangerous or incorrect product or one that does not match its description, the 90-day goodwill guarantee does not cover:

  • sealed products that cannot be returned for health or hygiene reasons once unsealed;

  • cosmetic, personal care or beauty products that have been used, contaminated or opened where they can no longer be safely resold;

  • applicators, accessories or care devices that have been in direct contact with the skin, hair, mouth or an intimate area, where they cannot be safely disinfected or resold;

  • underwear, intimate items or sanitary products that have been unsealed or tried on directly on the body;

  • consumable products or food supplements whose safety seal has been removed;

  • personalised products or products made to the customer’s specifications;

  • perishable products or products liable to deteriorate quickly;

  • gift cards and digital products already supplied or downloaded, to the extent permitted by law;

  • products expressly indicated before purchase as excluded from the goodwill guarantee.

These exclusions do not apply where a product is defective, damaged, dangerous, incorrect or does not match its description. Your statutory rights then remain fully applicable.

4. Statutory right of withdrawal in the European Union and the United Kingdom

If you are a consumer located in the European Union or the United Kingdom, you generally have a statutory period of 14 days from receipt of your order to inform us of your decision to withdraw, without having to give any reason.

After informing us of your decision, you must normally return the products within the following 14 days.

The right of withdrawal may not apply, in particular, to sealed products that cannot be returned for health or hygiene reasons once their seal has been removed, or to certain other legally excluded categories.

In the event of a valid statutory withdrawal:

  • the price of the returned products is refunded;

  • the standard delivery costs originally paid are refunded;

  • any supplement corresponding to a delivery method more expensive than standard delivery is not necessarily refunded;

  • the direct costs of return remain your responsibility, unless the product is defective, incorrect or non-conforming, or the law requires ELVYNECO to bear them.

5. How to request a return

You can request a return from your ELVYNECO customer account, where this feature is available, or by writing to:

support@elvyneco.com

Please state:

  • your full name;

  • your order number;

  • the product(s) concerned;

  • the type of request: withdrawal, goodwill return, damaged product, incorrect product or other problem;

  • photographs of the product and its packaging where it is damaged, defective or incorrect.

No justification is required to exercise a statutory right of withdrawal. An optional reason may nevertheless be requested to help us improve our products and services.

We will normally reply within two working days with instructions and, where applicable, the return address.

Do not send any product to the registered office of VERALYA LTD and do not return any parcel without having received our instructions. The return address may depend on the product, the supplier and the country from which the order was shipped.

6. Return costs and responsibility

For a return based on a change of mind under the 90-day goodwill guarantee, return costs are normally borne by the customer.

We recommend using a tracked service and keeping your proof of postage until the refund has been fully processed. ELVYNECO cannot be held responsible for a return parcel lost before it is received, except where we ourselves arranged the transport.

If the product is defective, damaged on arrival, incorrect or does not match its description, we will bear reasonable return costs or provide you with a prepaid return solution where required.

7. Inspection and refund

After receiving the return, we will check that the product meets the applicable conditions.

Approved refunds are made to the payment method used for the order. We generally cannot refund to another card, bank account or payment method.

For returns under our goodwill guarantee, the refund is normally initiated within 5 to 10 working days after receipt and inspection of the product.

For a statutory withdrawal applicable in the European Union or the United Kingdom, the refund will be made within the time limits required by law. We may wait until we have received the returned product or proof of its dispatch before making the refund.

Your bank or payment provider may need additional time before the amount appears in your account.

8. Damaged, defective or incorrect products

Please check your order as soon as you receive it.

If a product is damaged, defective, dangerous, incomplete, incorrect or materially different from its description, contact us as soon as possible at support@elvyneco.com.

To speed up processing, please attach:

  • your order number;

  • a description of the problem;

  • photographs or a short video of the product;

  • photographs of the packaging and the shipping label, where relevant.

Depending on the situation and applicable law, we will offer a repair, replacement, price reduction or refund. No return costs will be imposed on you where the law requires us to bear those costs.

9. Lost or undelivered orders

If your order has not arrived by the end of the estimated delivery period, first check the parcel tracking and any notices from the carrier.

Then contact support@elvyneco.com with your order number. We will open an investigation with the carrier or our logistics partner.

If the parcel is confirmed lost, or if applicable law entitles you to a remedy, we will offer a replacement shipment or a refund.

A parcel shown as delivered may be subject to additional verification with the carrier before a remedy is granted.

10. Cancelling an order

If you wish to cancel an order before it is shipped, contact us immediately at support@elvyneco.com.

We will do our best to stop its preparation, but cannot guarantee cancellation where it has already been processed or passed to the carrier. If the order has already been shipped, the applicable return procedure must be followed after it is received.

11. Exchanges

We do not currently offer direct exchanges.

To order a different size, colour or variant, request the return of the eligible product, then place a new order. This provision does not limit your right to a replacement where a product is defective or non-conforming.

12. Statutory rights according to your country

The 90-day goodwill guarantee is granted in addition to your statutory rights.

Nothing in this policy is intended to exclude or limit the mandatory guarantees and remedies applicable to consumers, including in the European Union, the United Kingdom, Australia, New Zealand, Canada or any other country where ELVYNECO sells its products.

Where local law grants you more favourable protection than this policy, that law prevails.

13. Optional withdrawal form

You may use the following text to exercise your right of withdrawal, although its use is not mandatory:

To VERALYA LTD — ELVYNECO
Email: support@elvyneco.com

I hereby give notice that I withdraw from my contract for the sale of the following product(s):

Product(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:

14. Contact us

VERALYA LTD — trading name: ELVYNECO
Company number: 16839333
Email: support@elvyneco.com
Phone: +44 7848 109569

Registered office:

Suite A, 82 James Carter Road
Mildenhall
United Kingdom
IP28 7DE

Warning: the registered office is not a return address. A valid return address will be provided to you once your request has been accepted.