Refund & Returns Policy
At Elvo, customer satisfaction and product quality are our top priorities. We carefully inspect and prepare every order before delivery. This policy explains our refund, return, and exchange process to ensure a transparent shopping experience.
Days Policy
Return requests must be submitted within the eligible return period.
Product Check
All returned products are inspected before approval.
Support
Our team helps resolve refund and exchange requests quickly.
Return Eligibility
To qualify for a return or exchange, the product must meet the following conditions:
- The product must be unused and unopened.
- The original packaging, seals, and accessories must remain intact.
- The customer must provide proof of purchase or order details.
- The return request must be submitted within 30 days of purchase.
Non-Returnable Products
Due to product safety, hygiene, and quality standards, some products cannot be returned once opened or used.
- Opened TEREA sticks or tobacco products.
- Used IQOS devices with signs of usage.
- Products damaged due to misuse.
- Items without original packaging.
Damaged or Defective Products
If you receive a damaged, defective, or incorrect product, please contact our support team immediately. We recommend contacting us within 24 hours of delivery with clear photos or videos of the issue.
- Our team will review the reported issue.
- Approved defective items may qualify for replacement or refund.
- Damage caused by customer misuse is not covered.
Partial Refunds
Partial refunds may apply in situations where:
- The item is returned damaged.
- Parts or accessories are missing.
- The product condition has changed after delivery.
Refund Processing
After receiving and inspecting the returned product, we will notify you about approval or rejection.
- Approved refunds are processed to the original payment method.
- Processing time depends on your payment provider.
Refund Timeline
Once your refund is approved, the amount will be processed according to your original payment method. Banks and payment providers may require additional processing time before the refund appears in your account.
Late or Missing Refunds
If your refund has not appeared:
- Check your bank or payment account again.
- Contact your payment provider for processing updates.
- If the issue continues, contact our support team.
Exchange Policy
We provide exchanges only for defective, damaged, or incorrectly delivered products. To request an exchange, contact our support team with your order information.
Email: [email protected]
Return Shipping
- Customers may be responsible for return shipping costs unless the product is defective or incorrect.
- We recommend using a trackable shipping service for valuable returns.
- Elvo is not responsible for lost return shipments without tracking confirmation.
Need Help?
If you have any questions about refunds, returns, or exchanges, our support team is ready to assist you.
[email protected]