Returns & Refunds Policy

Last updated: 5 September 2026

1. Our 90-Day Guarantee

At ELVYNECO, customer satisfaction is important to us. In addition to your statutory rights, we offer a 90-day money-back guarantee on eligible products.

If you are not satisfied with an eligible purchase, contact us within 90 days of receiving your order. This voluntary guarantee is subject to the eligibility requirements and hygiene exclusions below and does not limit your statutory consumer rights.

2. Return Eligibility

2.1 Eligible Products

To qualify for a return under our voluntary 90-day guarantee, an item must:

  • be returned within 90 days of delivery;

  • be in its original condition and unused where reasonably applicable;

  • include its original packaging, labels and hygiene seals where applicable; and

  • be accompanied by proof of purchase, such as an order number or confirmation email.

Please handle products only as much as reasonably necessary to inspect their nature, characteristics and functioning. We may reduce a refund to reflect any loss in value caused by handling beyond what would normally be permitted in a shop, where allowed by law.

2.2 Hygiene Exclusion for Sealed Goods

For health-protection and hygiene reasons, sealed products that are not suitable for return cannot be returned after their protective seal or hygiene packaging has been opened, except where the product is faulty, damaged, not as described or otherwise non-conforming.

This exclusion may apply to products such as:

  • Brazilian briefs and bikini underwear;

  • silk lingerie sets;

  • thongs and seamless G-strings;

  • invisible or no-show underwear;

  • high-rise and low-rise thongs;

  • briefs and other intimate underwear;

  • camel-toe concealing underwear; and

  • other sealed intimate, beauty or personal-care products that are unsuitable for return once unsealed.

This exclusion does not apply where:

  • the product arrived faulty or damaged;

  • the product is not as described or does not conform to the contract; or

  • the protective seal and hygiene packaging remain intact.

Nothing in this section limits any mandatory rights available under applicable consumer law.

3. How to Request a Return

  1. Email support@elvyneco.com with your order number and details of the item you wish to return.

  2. We will normally respond within 24–48 business hours with return instructions and, where applicable, the authorised return address.

  3. Send the item to the address provided and keep your proof of postage.

  4. Once the return has been received and inspected, we will notify you of the outcome and process any approved refund.

Do not send returns to our registered office unless our customer support team expressly instructs you to do so. Returning an item to an unauthorised address may delay or prevent processing.

4. Statutory Cancellation Rights for UK and EU Consumers

If you are a consumer in the United Kingdom or European Union, you will generally have the right to cancel an online purchase without giving a reason within 14 days of receiving the goods, subject to statutory exceptions.

To exercise this right, send us a clear statement of your decision to cancel at support@elvyneco.com before the cancellation period expires. You must then return the goods without undue delay and no later than 14 days after notifying us of your cancellation.

The statutory right to cancel may cease for sealed goods that are unsuitable for return for health-protection or hygiene reasons once they have been unsealed after delivery.

Where the statutory right of cancellation applies, we will refund the amount paid for the goods and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced delivery service is not refundable unless required by law.

Unless the goods are faulty, damaged, not as described or otherwise non-conforming, you are responsible for the direct cost of returning them, provided that this was disclosed to you as required by law.

5. Refunds

  • Refunds are issued to the original payment method unless otherwise agreed or required by law.

  • For returns under our voluntary guarantee, approved refunds are normally processed within 5–10 business days after the returned item has been received and inspected.

  • Where a statutory cancellation right applies, we will issue the refund within the period required by applicable law. We may withhold it until we have received the goods or you provide evidence that they have been returned, whichever occurs first.

  • Your bank or payment provider may require additional time to credit the funds to your account.

  • Original delivery charges are handled in accordance with Section 4 and applicable law.

6. Exchanges

We do not currently offer direct exchanges. To obtain another product, size or colour, please request a return for a refund and place a new order.

7. Faulty, Damaged or Incorrect Products

If an item arrives faulty, damaged, incorrect or not as described, contact us as soon as reasonably possible at support@elvyneco.com. Include your order number and clear photographs or videos where appropriate.

Depending on the circumstances and your statutory rights, we will arrange an appropriate remedy, such as a replacement, repair, price reduction or refund. We will cover reasonable return costs where required by law.

8. Lost or Missing Orders

If your order has not arrived by the end of the estimated delivery period, contact us at support@elvyneco.com. We will investigate with the carrier. If the parcel is confirmed lost, we will arrange a replacement or refund, as appropriate.

9. Return Shipping and Risk

You are responsible for packaging returned goods securely. We recommend using a tracked service and retaining proof of postage. This does not affect any rights you have where we arranged the collection or where the law places responsibility on us.

10. Contact

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

Registered office:

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