Returns & Refunds
Returns & Refunds
90 Day Satisfaction Guarantee
We want you to feel confident trying Elvéra. Your first purchase is covered by our 90 Day Satisfaction Guarantee, subject to the conditions below.
You may request a refund within 90 days of delivery if you are not satisfied with your first purchase.
The guarantee applies under the following conditions:
• The guarantee applies to your first purchase only
• A maximum of one pouch from the order may be opened
• Any additional pouches must remain unopened and sealed
• Unopened pouches must be returned before the applicable refund is issued
• Return shipping costs are the responsibility of the customer
• Original shipping charges, where applicable, are not covered by this additional guarantee, except where required by law
If more than one pouch from the same order has been opened, the order is no longer eligible for the Elvéra 90 Day Satisfaction Guarantee.
This guarantee is provided in addition to your statutory consumer rights and does not limit those rights.
Promotional Bundle Orders
Promotional offers such as Buy 2, Get 1 Free and Buy 3, Get 2 Free include free products with the initial order.
Free products, gifts and promotional goodies have no separate cash value and are provided as part of the initial promotional offer.
For the purposes of partial returns under our Satisfaction Guarantee, any refund will take into account the products retained and the price originally paid for the applicable offer.
Our current UK offer pricing is:
Buy One: £26.32
Buy 2, Get 1 Free: £52.64
Buy 3, Get 2 Free: £78.96
Any refund will never exceed the amount actually paid for the applicable order.
This does not affect your statutory rights where products are faulty, damaged, incorrect or otherwise not supplied in accordance with applicable UK consumer law.
Returning Products
Before returning products under our Satisfaction Guarantee, please contact our support team so we can provide the appropriate return instructions.
Where a return is required:
• Pouches being returned must remain unopened, sealed and unused
• Return shipping costs are the responsibility of the customer unless otherwise required by law
• Refunds are processed after the returned products have been received and inspected
• Returns should be sent to the return address provided by our support team
Please do not send a return without first contacting us, as this may delay processing.
Subscriptions & Automatic Renewal
Elvéra subscriptions automatically renew every 30 days until cancelled.
By purchasing a subscription, you authorise Elvéra to automatically charge the payment method used for your subscription every 30 days at the recurring price associated with your selected plan.
Your first subscription order may include free products, gifts or promotional goodies. These promotional extras apply to your initial order only and are not included with future recurring orders.
The 90 Day Satisfaction Guarantee applies to your initial subscription order only. It does not apply again to recurring subscription orders.
Buy One Subscription
Your initial order contains 1 pouch for £26.32.
Every 30 days thereafter, you will be charged £26.32 and receive 1 pouch.
Buy 2, Get 1 Free Subscription
Your initial order contains 3 pouches for £52.64. You pay for 2 pouches and receive 1 additional pouch free.
Your subscription does not renew after 90 days.
Your first recurring payment occurs 30 days after your initial order.
Every 30 days thereafter, you will be charged £52.64 and receive 2 pouches.
The free third pouch and any promotional gifts or goodies are included with your initial order only.
Buy 3, Get 2 Free Subscription
Your initial order contains 5 pouches for £78.96. You pay for 3 pouches and receive 2 additional pouches free.
Your subscription does not renew after 150 days.
Your first recurring payment occurs 30 days after your initial order.
Every 30 days thereafter, you will be charged £78.96 and receive 3 pouches.
The 2 free pouches and any promotional gifts or goodies are included with your initial order only.
Recurring Subscription Orders
Recurring subscription orders contain only the quantity of products included in your paid subscription.
Promotional free products, gifts and goodies from your initial order are not repeated with recurring shipments unless explicitly stated otherwise.
Your recurring subscription will continue every 30 days until you cancel it.
Recurring subscription orders may be eligible for a return or refund where required by applicable UK consumer law. Nothing in this policy limits your statutory rights.
Managing Your Subscription
You can manage your subscription through your customer portal.
Depending on the options available for your subscription, you may be able to:
• View your next billing date
• Update your payment details
• Manage your subscription
• Pause your subscription
• Cancel your subscription
You can also contact our support team if you need assistance managing or cancelling your subscription.
Subscription Cancellation
You may cancel your subscription at any time through your customer portal or by contacting our support team.
To prevent your next recurring payment from being processed, your subscription must be cancelled at least 24 hours before your next scheduled billing date.
Cancelling your subscription stops future renewals. It does not automatically cancel or refund an order that has already been processed.
If a recurring payment has already been processed, we may not be able to stop the corresponding order before it enters fulfilment or is dispatched. Your cancellation will then apply to future subscription renewals.
This does not affect any cancellation, refund or other statutory rights available to you under applicable UK consumer law.
Order Cancellation
We process orders quickly to ensure timely delivery.
If you need to cancel an order, please contact our support team as soon as possible.
We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be stopped once it has entered processing or has been dispatched.
Any statutory cancellation rights available to you remain unaffected.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or you receive an incorrect item, please contact our support team as soon as possible.
Where possible, please include:
• Your order number
• A description of the issue
• Photographs showing any damage or incorrect products
After reviewing the issue, we will provide an appropriate solution, which may include a replacement or refund depending on the circumstances and your applicable statutory rights.
Where we have sent an incorrect item or a product is faulty or damaged, you will not be required to pay return shipping costs where applicable law requires us to cover them.
Missing Items
If your order arrives with products missing, please contact our support team as soon as possible.
Please include your order number and details of the missing products.
Once confirmed, we will arrange an appropriate replacement or other resolution.
Refund Processing
Once a refund has been approved, it will be issued to the original payment method.
Refunds are typically processed by us within 5–10 business days.
Your bank or payment provider may require additional time before the refunded amount appears in your account.
We cannot issue a refund greater than the amount originally paid for the applicable order.
Statutory Consumer Rights
The Elvéra 90 Day Satisfaction Guarantee is an additional commercial guarantee and does not replace or restrict your statutory consumer rights.
Nothing in this policy is intended to exclude or limit rights that cannot legally be excluded or limited under applicable UK consumer law.
Contact
If you have questions about a return, refund, cancellation or subscription, please contact our support team.
Email: info@getelvera.com
Policy Updates
Elvéra may update this policy from time to time.
Any updated policy will be published on our website with the applicable revision date.
Changes to this policy will not remove statutory rights relating to orders placed before the updated policy took effect.