Returns and refund policy

At Elvena, we want you to feel confident and comfortable in every product you buy. However, if something does not meet your expectations, we enable a transparent return process in accordance with applicable regulations.

Return date

You have 30 days from the moment of receiving the order to report the desire to return.

For a product to be eligible for a return, it must:

• be unworn and unwashed

• be in original condition, with attached tags

• have no odors, stains or damage

We recommend trying on the product at home and keeping the original packaging.

How to make a return

To start the return process:

1. Contact us at info@elvena.pl, giving the order number.

2. You will receive return instructions and an address to return the package.

3. Pack the product safely and send it back using the courier company of your choice.

❗ Returns without prior contact and instructions will not be accepted or processed.

The return must be sent with a tracking number. Returns that are not traceable or do not meet the above conditions may be declined.

The customer is fully responsible for the return shipment until it is delivered to our warehouse.

Return costs

❗ The customer bears the full costs of returning the product, including all logistics and customs costs.
❗ In the event of loss of the parcel without confirmation of delivery, the refund will not be processed.

• Return shipping costs are not refunded

• The refund is made at the customer's expense

• The seller does not offer free returns

The return address is outside the European Union (Asia).

This means that:

• return costs may be much higher than standard domestic shipping

• the customer also bears any customs and logistics fees

📌 Returns are sent to our international logistics warehouse outside the EU.

Acceptance of terms

Our return policy is intended for regular consumer purchases. Orders involving multiple variants, sizes, or colors purchased primarily for comparison purposes with the intention of returning a substantial part of the order are not permitted and may result in refusal of the return or additional restrictions in accordance with applicable regulations and anti-abuse measures.

When making a purchase, the customer:

• accepts this return policy

• agrees to cover the return costs

• acknowledges the international nature of the return

Failure to familiarize themselves with the return policy does not release the customer from the obligation to comply with it.

Returning the product constitutes full acceptance of these terms and conditions.

Alternative Resolutions

To reduce costs and delays associated with international returns, Elvena may offer an alternative solution without requiring the physical return of the product.

Such solutions may include:

• Partial refund
• Discount or store credit
• Replacement product
• Other mutually agreed resolution

If the customer accepts such a solution, the matter will be considered fully resolved and no further claims related to the order can be made.

Refund

Refunds are made only after the shipment has been successfully delivered to our warehouse and verified.

After the return is approved:

we will inform you by e-mail
the return will be made within 10 working days
funds will be refunded by the same payment method

The return processing time may be extended due to the international nature of the shipment.

Exchanges

If you need a different size or color:

• Contact us

• we will help you find a solution

Shipping costs for the exchange are borne by the customer.

Exchanges are subject to product availability. If the requested size, color, or item is no longer available, we may offer an alternative solution, including a (partial) refund, store credit, or replacement product.

Damaged or non-compliant product

If you receive a product that is damaged, defective, or not the item ordered, please contact us within 7 days of delivery and include clear photographs showing the issue.

All complaints are reviewed individually and assessed within 14 working days.

Please note that the following do not automatically constitute valid grounds for a complaint:

• Minor color differences caused by screen settings, lighting, or photography
• Measurement differences of a few centimeters
• Subjective differences between personal expectations and the product received

If a complaint is approved, we will offer an appropriate solution, which may include a replacement product, refund, or other suitable remedy.

Delivery and responsibility

If the shipment is marked as delivered by the courier company to the address provided when placing the order:

➡️ it is considered to be properly delivered
➡️ responsibility for the shipment passes to the customer

contact

If you have any questions, please contact us:

📧 info@elvena.pl

Elvena

A simple phrase. No stress. Fairly.