Refund policy
Last updated: February 22, 2025
1. 30-Day Returns (Store Policy)
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible, your item must be unused, unworn, unwashed, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, email info@eloreve.com with your order number and the items you wish to return.
Please send all approved returns to:
ELOREVE
Düsseldorfer Straße 74
47051 Duisburg, Germany
If your return is accepted, we’ll send you a return shipping label (where applicable) and full instructions.
Items sent back without first requesting a return will not be accepted.
Return shipping costs:
For change-of-mind or sizing returns, the customer pays return shipping.
For defective, damaged, or incorrect items, ELOREVE covers return shipping.
Please note: The 30-day return policy applies only to eligible items. Sealed hygiene or cosmetic/beauty products once unsealed, personalized/custom items, and perishable goods are not returnable for change of mind due to hygiene and safety regulations.
2. Damages & Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong product.
We’ll evaluate the issue and make it right through replacement, repair, or refund.
3. Items That Cannot Be Returned
Certain products are non-returnable, including:
Custom or personalised items
Sealed hygiene or personal-care goods once unsealed (e.g., beauty or cosmetic products)
Perishable goods (e.g., food, flowers)
Hazardous materials, flammable liquids, or gases
Free items are non-returnable
4. Exchanges
For fastest service, please return your item and place a new order for the desired product.
We’ll process your refund once the original item is received and approved.
5. Refunds
Once your return is received and inspected, we’ll notify you of approval or rejection.
If approved, the refund will be issued to your original payment method.
Refunds are processed within 14 days of your withdrawal notice, but we may wait until the goods are returned or proof of return is provided.
Refunds cover the product price only. Shipping costs are non-refundable, except where required by law (e.g., defective items).
Return-shipping costs for change-of-mind are non-refundable.
Please allow additional time for your bank or card provider to post the refund.
If 15 business days have passed since approval and you haven’t received your refund, please contact info@eloreve.com.
6. European Union 14-Day Legal Right of Withdrawal
If you are a consumer within the EU or EEA, you have the right to cancel or return eligible items within 14 days for any reason, without justification.
Certain items cannot be returned under EU law, including:
Sealed hygiene or personal-care goods once unsealed (e.g., beauty or cosmetic products)
Custom or personalised items
Perishable goods (e.g., food, flowers)
For details on non-returnable items, please see Section 3.
To exercise your right of withdrawal for eligible items, notify us within 14 days of receiving your goods via info@eloreve.com. You must return the goods within 14 days after notifying us.
Refunds include the product price only. Shipping costs are non-refundable, except where required by law (e.g., defective items). You are responsible for return shipping unless the item is faulty or incorrect. We may deduct for loss of value if the item was handled beyond what is necessary to check its condition.
7. Statutory Warranty (EU)
Your legal warranty rights remain unaffected.
We are liable for lack of conformity that exists at delivery and appears within two years.
You may request repair or replacement, and if that fails, price reduction or contract cancellation as provided by law.
8. Model Withdrawal Form (EU)
(Complete and send back only if you wish to withdraw from the contract.)
To: ELOREVE, Düsseldorfer Straße 74, 47051 Duisburg, Germany
Email: info@eloreve.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods / for the provision of the following service:
Ordered on / received on
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if sent on paper):
Date:
9. Return Shipping (International Orders)
Please use a trackable shipping method.
For returns from outside Germany, clearly mark parcels as “Returned Goods” to avoid customs charges.
We are not responsible for items lost in transit.
10. Contact
Email: info@eloreve.com
Phone: +49 157 39359172
Address: ELOREVE, Düsseldorfer Straße 74, 47051 Duisburg, Germany