Refund and Returns Policy

1. General Policy

At eilvora, we strive to ensure that every purchase meets your expectations. If you are not completely satisfied with a product, you may request a return or refund in accordance with the conditions set out below.

2. Eligibility for Returns

2.1. Time Frame

Requests for returns or refunds must be submitted within 30 calendar days from the date you receive the item.

2.2. Condition of Items

• Items must be unused, unworn, and in their original packaging.
• All tags, labels, and accessories must be included.
• Products that have been altered, damaged, or washed are not eligible for return.

3. Return Process

3.1. Initiating a Return

To start a return, contact our Customer Support team at [email protected] or call +1 (832) 207-4152. Provide the following information:

• Order number
• Reason for return
• Preferred resolution (refund or exchange)

3.2. Return Authorization

After reviewing your request, we will issue a Return Authorization (RA) number and detailed instructions for shipping the item back to us. Returns without an RA number will not be processed.

3.3. Shipping Costs

Unless the return is due to a defect or an error on our part, you are responsible for the cost of return shipping. We recommend using a trackable shipping service and retaining proof of shipment.

4. Refunds

4.1. Refund Method

Refunds will be issued to the original payment method used for the purchase. Credit card refunds may take 5–10 business days to appear on your statement.

4.2. Non‑Refundable Items

• Gift cards
• Personalized or custom-made products
• Final sale items marked as “non‑returnable” at checkout

5. Exchanges

If you wish to exchange an item for a different size, color, or style, follow the return process outlined above and indicate that you prefer an exchange. Once the returned item is received and inspected, we will ship the replacement at no additional cost, provided the replacement is in stock.

6. Defective or Incorrect Items

In the unlikely event that you receive a defective, damaged, or incorrect product, please contact us within 7 days of receipt. We will arrange for a prepaid return label and either replace the item or issue a full refund, according to your preference.

7. User Responsibilities

• Provide accurate contact and order information when requesting a return.
• Package the item securely to prevent damage during transit.
• Retain proof of shipment until the return is fully processed.

8. Legal Disclaimer

This Refund and Returns Policy does not affect any statutory rights you may have under applicable consumer protection laws. We reserve the right to amend this policy at any time, with changes posted on this page. Continued use of the website after modifications constitutes acceptance of the updated terms.

9. Contact Information

If you have any questions regarding this policy, please reach out to us:

• Email: [email protected]
• Phone: +1 (832) 207-4152
• Mailing Address: 4395 South Franklin Court, Houston, Texas 77040, United States