Refund policy

What You Can Return:

✓ Lightly used items in clean, hygienic condition
✓ Items without original packaging (as long as safely packaged for return)
✓ Items within 30 days of delivery date
✓ Items with proof of purchase (order number or email confirmation)

Condition Requirements:

For hygiene and safety, returned items must be:

• Clean and odor-free (not washed, but wiped clean is acceptable)
• Free from stains, tears, or damage beyond minimal use
• In resalable condition with all original components included

Note: "Lightly used" means the item was tested with your baby but shows no signs of heavy wear, damage, or soiling.

Non-Returnable Items

For health and safety, we cannot accept returns of:

✗ Items that have been machine washed or heavily cleaned
✗ Products with heavy staining, odors, or visible wear
✗ Items damaged due to misuse or negligence
✗ Consumable products (if opened): diapers, wipes, creams, or similar hygiene items
✗ Items missing essential components or accessories

If you're unsure whether your item qualifies, contact us before shipping it back.

How to Return an Item

Step 1: Contact Us

Email support@elvelin.com within 30 days of delivery with:

• Your order number
• Reason for return
• 2-3 clear photos of the item (showing condition)

Step 2: Receive Authorization

We'll review your request within 2 business days and send:

• Return authorization confirmation
• Return shipping address
• Any additional instructions

Step 3: Ship Your Return

• Pack the item securely (original packaging not required)
• Ship via your preferred postal service or courier at your own expense
• We recommend tracking for your protection
• Keep your shipping receipt until refund is processed

Step 4: Get Your Refund

Once we receive and inspect your return:

• We'll email you confirmation within 1-2 business days
• Refund processed within 4-7 business days
• Refund issued to your original payment method

Return Shipping Costs

You pay return shipping if:

• Change of mind or product doesn't meet expectations
• Item doesn't work for your baby's needs

We cover return shipping if:

• Item arrived damaged or defective
• Wrong item was sent
• Product has a manufacturing defect

Since we ship internationally, return costs vary. Contact us before shipping and we may be able to help reduce costs.

Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item:

Contact us within 7 days of delivery at support@elvelin.com with:

• Your order number
• Clear photos showing the issue
• Brief description of the problem

We will immediately:

• Send a free replacement, OR
• Issue a full refund (your choice)
• Provide a prepaid return label for the damaged/wrong item
• Process as priority to minimize inconvenience

Refund Timeline

Stage	Timeline
Return request response	Within 1-2 business days
Refund processing (after we receive item)	4-7 business days
Funds appear in your account	5-10 business days (depends on your bank)

Late or Missing Refunds

If you haven't received your refund after the stated timeframe:

1. Check your bank account again
2. Contact your bank or card issuer (they may have processing delays)
3. Contact us at support@elvelin.com with your order number

We'll investigate immediately and provide proof of refund processing.

Order Accuracy & Shipping Address

Your Responsibility:

Please review your order carefully before purchase, including:

• Product selection (color, design, size)
• Shipping address (complete and accurate)
• Contact information
• Quantity

Address Changes:

• Can only be made before shipment (within 1-2 business days)
• Once shipped, address cannot be changed
• Packages returned due to incorrect customer provided addresses may incur reshipping fees
• We are not responsible for orders shipped to incorrect addresses provided by the customer

Double check your shipping address before checkout. If you need to update it, email support@elvelin.com within 24 hours of purchase with your order number.

Delivery Attempts & Redelivery Charges

Once your package arrives in your local area, our courier will attempt delivery up to 2 times. They will call you to arrange a suitable delivery time.

If you miss a delivery attempt:

The courier will attempt delivery again. Please ensure you are available to answer their call.

After 2 delivery attempts, if contact cannot be made:

Contact us via email (support@elvelin.com) or WhatsApp for assistance. We will:

• Provide you with the courier's direct contact number for your region
• Send you a redelivery payment link
• You will then arrange redelivery directly with the courier. We are happy to assist, if possible.

Important: Redelivery charges apply after exhausted free attempts. Once we provide the courier's number, you are responsible for contacting them to confirm a new delivery time and completing payment.

Abandoned Parcel Policy

If a parcel cannot be delivered due to customer non-responsiveness or failed delivery attempts, the following process applies:

Failed Delivery Attempts:
Our courier partners make 2-3 delivery attempts before returning the parcel to the warehouse
Customers are responsible for answering phone calls or providing alternative contact numbers to arrange redelivery
Redelivery fees may apply after free delivery attempts are exhausted

Parcel Return to Warehouse:
If a parcel is returned to our overseas warehouse due to failed delivery:
We will attempt to contact you via email and phone to arrange redelivery or collection
You have up to 7 days to respond with redelivery instructions or collection arrangements
Storage fees may apply for extended warehouse retention

Parcel Disposal:
If no response is received within 7 days of warehouse notification:
The parcel will be considered abandoned
Elvelin is not responsible for disposal costs
No refund will be issued for abandoned parcels
The parcel will be disposed of per warehouse policy

To Avoid Abandonment:
Provide a complete, correct delivery address at checkout
Respond promptly to all delivery attempt notifications
Keep your contact phone number available during the delivery window
Contact us immediately if you need to reschedule or provide alternative delivery instructions

Special Promotions

If your order was part of a promotion offering an extended return period (e.g., "60-Day Guarantee"), the longer period will apply. The promotional terms will be clearly stated at the time of purchase.

Contact Us

Questions about returns or refunds?

Email: support@elvelin.com
Response Time: Within 24 hours (Monday-Friday business days)

We're here to help make your return experience as smooth as possible.

Important Notice

This policy applies to all orders placed through www.elvelin.com. We reserve the right to update this policy at any time. Changes will be posted on this page with an updated revision date.

For the safety and wellbeing of all our customers, we carefully sanitize or responsibly dispose of all returned baby products before resale.