Refund policy

Refund and Return Policy – ElvoraHouse

Last updated: 25 August 2025

Thank you for shopping with ElvoraHouse. We want you to feel confident and secure when purchasing from us. This Refund and Return Policy is aligned with the UK Consumer Rights Act and the EU Consumer Rights Directive, where applicable.

1. Right of Withdrawal (Cooling-Off Period)

You have the legal right to cancel your purchase within 14 days from the day you receive your order, without providing any reason.

To exercise this right, you must notify us in writing at service@elvorahouse.com within the 14-day period.

2. Conditions for Returns

Returned items must be unused, in their original condition, and in the original packaging where applicable.

We may reduce the refund amount if the item has been handled beyond what is necessary to establish its nature, characteristics, or functioning.

3. Non-Returnable Items

The following items are not eligible for return:

  • Perishable goods (such as food or plants).

  • Personal or hygienic items once unsealed.

  • Digital products or downloadable software.

  • Customised or made-to-order products.

4. Refunds

Once we receive and inspect your return, we will notify you by email regarding approval or rejection.

Approved refunds will be processed within 14 days to the original payment method used at checkout.

Original shipping costs will be refunded; however, return shipping costs are the responsibility of the customer, unless the item is defective or incorrectly supplied.

5. Exchanges

We replace items only if they are defective or damaged upon arrival.

If you require an exchange for the same item, please contact us at service@elvorahouse.com.

6. Gifts

If the item was marked as a gift and shipped directly to you, you will receive store credit equal to the value of your return.

If the item was not marked as a gift, the refund will be issued to the original purchaser.

7. Return Shipping

Customers are responsible for return shipping costs, except in cases where the item is defective or incorrect.

We recommend using a tracked shipping service and retaining proof of postage, as we cannot guarantee receipt of untracked returns.

8. Contact

For any questions or to initiate a return, please contact us at:

Email: service@elvorahouse.com
Business Name: ElvoraHouse
Location: London, United Kingdom