At Elovela, customer satisfaction is our top priority. We take great care in designing and delivering high-quality comfort products, including cushions, pillows, duvets, mattress protectors, mattress toppers, and specialty support pillows. However, if you are not fully satisfied with your purchase, we are here to help.

This Refund & Returns Policy explains the terms and conditions under which returns, exchanges, and refunds are accepted.

Eligibility for Returns

You may request a return if your item meets the following conditions:

  • The return request is made within 7–14 days of receiving your order (depending on local consumer laws).
  • The product is unused, unwashed, and in its original condition.
  • The item is returned in its original packaging, including tags, labels, and protective covers.
  • Proof of purchase (order confirmation or invoice) is provided.

For hygiene and safety reasons, certain products may not be eligible for return once opened or used.

Non-Returnable Items

Due to health and hygiene standards, the following items may not be eligible for return or exchange unless they are defective or damaged upon delivery:

  • Used pillows, duvets, mattress toppers, or protectors
  • Items that have been washed, altered, or damaged after delivery
  • Clearance or sale items (unless stated otherwise)

If a product is received damaged or defective, please contact us immediately so we can resolve the issue.

Damaged or Defective Products

If you receive a product that is damaged, defective, or incorrect, please notify us within 48 hours of delivery.
To help us process your request quickly, please provide:

  • Clear photos or videos showing the issue
  • Your order number
  • A brief description of the problem

Once verified, we will arrange a replacement or refund at no additional cost to you.

Return Process

To initiate a return, please follow these steps:

  1. Contact our customer support team with your order details.
  2. Our team will review your request and provide return instructions.
  3. Securely pack the item in its original packaging.
  4. Send the product back using the provided return address.

Please note that customers may be responsible for return shipping costs, unless the return is due to a defect or our error.

Refund Policy

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to the original payment method.
  • Processing time may take 7–10 business days, depending on your bank or payment provider.

Shipping charges (if applicable) are non-refundable, unless the return is due to a damaged or incorrect item.

Exchanges

If you wish to exchange an item for a different size or product, please contact us first to confirm availability.

Exchanges are subject to:

  • Product availability
  • Compliance with return eligibility conditions

If the replacement item differs in price, the difference will be adjusted accordingly.

Order Cancellations

Orders can only be cancelled if they have not yet been dispatched.
Once an order has been shipped, it will be treated as a return and subject to our standard return conditions.

To request cancellation, please contact us as soon as possible after placing your order.

Late or Missing Refunds

If you have not received your refund after the stated processing time:

  • Check your bank account again
  • Contact your payment provider or bank
  • Reach out to our customer support team for assistance

We are always happy to help resolve any concerns.

Hygiene & Safety Notice

For the safety and well-being of all customers, Elovela strictly follows hygiene standards. Products that show signs of use, washing, or damage caused after delivery may not be accepted for return.

We recommend carefully reviewing product details and size guides before placing an order.

Changes to This Policy

Elovela reserves the right to update or modify this Refund & Returns Policy at any time without prior notice. Any changes will be posted on this page and will apply to future orders.