Refund policy
We want customers to feel confident when shopping with ellaviah. This Refund Policy explains our rules for returns, exchanges, cancellations, damaged or defective products, and refunds.
We offer a 30-day return policy. This means that you may request a return within 30 days after receiving your item, subject to the eligibility requirements and conditions described below.
We accept eligible returns for both defective and non-defective products. We also accept eligible exchange requests within 30 days after delivery.
Nothing in this Refund Policy limits any mandatory consumer rights or remedies that cannot lawfully be excluded or restricted under applicable law.
Return Eligibility
For a standard return or exchange of a non-defective product, the item must be:
- new and unused;
- unopened;
- in the same condition in which it was received;
- in its original packaging; and
- accompanied by a receipt or other proof of purchase.
For hygiene and safety reasons, opened or used ingestible wellness products are not eligible for standard change-of-mind returns or exchanges where such a restriction is permitted by applicable law.
This restriction does not limit your rights where a product is defective, damaged, incorrect, not as described, or otherwise covered by mandatory consumer protection laws.
How to Start a Return
To request a return, please contact us at support@ellaviah.com within the applicable return period.
Please include your order number, the email address used to place the order, the reason for the return, and any relevant photos where the request relates to a damaged, defective, or incorrect item.
Please do not send an item back before contacting us and receiving return authorization and instructions.
Returns sent without prior authorization may experience delays or may not be accepted where permitted by applicable law.
If your return request is accepted, we will provide the applicable return instructions and return address for your order.
Return Address
Please contact us before returning any item.
The applicable return address and return instructions will be provided after your return request has been reviewed and accepted.
The return location may vary depending on the order, product, destination, and available return arrangements.
Please do not send returns to our business registration address unless we specifically instruct you to do so.
To request return instructions, please contact: support@ellaviah.com.
Return Shipping Costs
For approved non-defective or change-of-mind returns, customers are generally responsible for arranging and paying the return shipping costs, except where applicable law provides otherwise.
Where a return is required because an item is defective, damaged, incorrect, not as described, or otherwise subject to a statutory remedy, return shipping costs will be handled in accordance with applicable consumer protection laws and the circumstances of the case.
Where you are responsible for arranging the return shipment, we recommend using a trackable shipping service and retaining proof of postage.
Responsibility for a return shipment will be determined according to the reason for the return, the selected return method, available tracking evidence, and applicable law.
Restocking Fee
We do not charge a restocking fee for accepted returns.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery and contact us as soon as reasonably possible if an item is damaged, defective, incorrect, or materially different from what you ordered.
When contacting us, please provide:
- your order number;
- a description of the issue;
- clear photos of the item where reasonably necessary; and
- photos of the packaging or shipping label where relevant.
We will review the information provided and arrange an appropriate solution based on the circumstances and applicable law.
Depending on the issue, the available solution may include replacement, refund, repair, or another remedy required by applicable consumer protection law.
Non-Defective Returns
We accept eligible non-defective returns requested within 30 days after delivery.
To qualify for a standard non-defective return, the product must be new, unused, unopened, in its original packaging, and accompanied by proof of purchase.
Customers are generally responsible for arranging and paying return shipping costs for non-defective or change-of-mind returns, except where otherwise required by applicable law.
Original shipping charges, where applicable, will be refunded only where required by applicable law or expressly stated otherwise.
Exchanges
We accept eligible exchange requests within 30 days after delivery.
To request an exchange, please contact us at support@ellaviah.com before sending an item back.
For a standard exchange of a non-defective product, the item must be new, unused, unopened, in its original packaging, and accompanied by proof of purchase.
Exchange availability may depend on product availability and the circumstances of the request.
Where an exchange relates to a defective, damaged, incorrect, or non-conforming product, the matter will be handled in accordance with applicable consumer protection laws.
United Kingdom and European Union Cancellation Rights
Where applicable to your purchase, consumers in the United Kingdom or European Union may have a statutory right to cancel an eligible distance purchase within 14 days without providing a reason.
The applicable cancellation period and return procedure are governed by the consumer protection laws that apply to the transaction.
Where you exercise a statutory cancellation right, please notify us clearly of your decision to cancel by contacting support@ellaviah.com within the applicable cancellation period.
You must then return the relevant goods within the period required by applicable law.
For eligible statutory cancellations, refunds will include amounts required to be refunded under applicable law, including eligible standard delivery charges where required.
Customers may be responsible for the direct cost of returning goods following a statutory change-of-mind cancellation where permitted by law and where the customer has been properly informed of that responsibility.
Statutory cancellation rights may be subject to legal exceptions. For example, certain sealed goods that are not suitable for return for health protection or hygiene reasons may lose the statutory cancellation right after being unsealed, where applicable law permits such an exception.
These exceptions do not remove statutory rights relating to defective, damaged, incorrect, or non-conforming products.
Australian and Other Statutory Consumer Rights
Our 30-day return policy is provided in addition to any mandatory consumer guarantees or remedies that may apply under local law.
A time limit or eligibility condition in our voluntary return policy does not exclude rights or remedies that cannot lawfully be excluded, including rights that may apply where goods are defective, unsafe, not as described, or otherwise fail to meet mandatory consumer guarantees.
Refunds
Once an authorized return is received, we will inspect the returned item and notify you of the outcome.
Where a refund is approved, we aim to issue the refund to the original payment method within 10 business days after approval, or sooner where required by applicable law.
Where mandatory law requires a refund to be issued within a shorter period or calculated from a different triggering event, the applicable legal requirement will apply.
After we issue a refund, your bank, card issuer, or payment provider may require additional time to process and post the funds to your account.
If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, please contact us at support@ellaviah.com.
Refund Method
Approved refunds are normally issued to the original payment method used for the purchase.
If the original payment method is no longer available or a refund cannot technically be processed to that payment method, we will contact you regarding an appropriate alternative refund method.
Order Cancellations
If you need to request an order cancellation, please contact us as soon as possible at support@ellaviah.com.
We will make reasonable efforts to process cancellation requests before an order enters fulfilment or is dispatched.
Once an order has already been processed or shipped, immediate cancellation may no longer be possible.
In that case, any available return or cancellation rights will be handled under this Refund Policy and applicable law.
Contact Us
For questions about returns, exchanges, cancellations, damaged products, or refunds, please contact:
HONG KONG NAVIA TECHNOLOGY CO., LIMITED
Trading as: ellaviah
Email:
support@ellaviah.com
Business Address:
UNIT 05, 12/F, THE CLOUD,
NO. 111 TUNG CHAU ST,
TAI KOK TSUI, KOWLOON,
HONG KONG SAR
Business Phone Number:
+86 131 2826 9141