Refund policy
Return & Refund Policy
Last Updated: 31 July 2026
Effective Date: 31 July 2026
At Elvora, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help. This Return & Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through www.elvoraofficial.com.
By placing an order with Elvora, you acknowledge that you have read and understood this Return & Refund Policy.
1. Return Period
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be unused, unworn, and in its original condition.
- Be returned in its original packaging.
- Include all original tags, accessories, and documentation (where applicable).
- Be accompanied by proof of purchase or your order number.
Returns that do not meet these requirements may not qualify for a refund.
2. How to Request a Return
Before returning any item, you must first contact us to request a return.
Email: contact@elvoraofficial.com
Business WhatsApp: +27 72 476 6082
Please include the following information:
- Your order number.
- Your full name.
- The reason for the return.
- Photographs of the item if it is damaged, defective, or incorrect.
Once your request has been reviewed and approved, we will provide you with the return instructions, including the return address.
Please do not send any items back without first obtaining return authorisation from Elvora, as unauthorised returns may not be accepted.
3. Return Address
To ensure all returns are handled correctly and efficiently, our return address is only provided once a return request has been approved.
Once your return has been authorised, we will send you the appropriate return address and instructions via email or WhatsApp.
4. Damaged, Defective or Incorrect Items
Please inspect your order immediately upon delivery.
If your order:
- Arrives damaged;
- Contains a manufacturing defect;
- Is incorrect; or
- Is incomplete,
please contact us within 7 days of delivery by email or WhatsApp.
Email: contact@elvoraofficial.com
Business WhatsApp: +27 72 476 6082
To help us assess your claim, we may ask you to provide photographs of the product and its packaging.
If your claim is approved, we will arrange a replacement, exchange, repair, or refund, depending on the circumstances and applicable consumer laws.
5. Non-Returnable Items
For hygiene, health, and safety reasons, certain items cannot be returned unless they are faulty, damaged, or supplied incorrectly.
These include:
- Used beauty and personal care products.
- Opened products.
- Custom-made or personalised products.
- Gift cards.
- Clearance or final sale items, unless required by applicable law.
If you are unsure whether your item is eligible for return, please contact us before requesting a return.
6. Exchanges
If you would like to exchange an item for a different product, colour, or variation, we recommend requesting a return (where eligible) and placing a new order once your return has been approved.
This is the quickest way to ensure that the item you want is available.
7. Return Shipping
If a return is required because:
- The item is defective;
- The incorrect product was supplied; or
- The error was caused by Elvora,
we will cover the reasonable cost of return shipping.
If you are returning an item for any other reason, including a change of mind, you will be responsible for the return shipping costs unless otherwise agreed.
We recommend using a tracked courier service, as Elvora cannot be held responsible for items lost or damaged during return transit.
8. Refunds
Once we receive your returned item, it will be inspected to ensure it meets the requirements of this Return & Refund Policy.
We will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to process and reflect the refund.
If more than 15 business days have passed since your refund was approved and you have not yet received your refund, please contact us.
Email: contact@elvoraofficial.com
Business WhatsApp: +27 72 476 6082
9. Consumer Rights
Nothing in this Return & Refund Policy limits or excludes any rights you may have under the Consumer Protection Act, 2008 (South Africa) or any other applicable law.
Where South African consumer legislation provides additional rights relating to defective, unsafe, or unsuitable goods, those rights will apply.
10. Contact Us
If you have any questions regarding returns, refunds, exchanges, or this Return & Refund Policy, please contact us.
Email: contact@elvoraofficial.com
Business WhatsApp: +27 72 476 6082
We aim to respond to all return enquiries within 2 business days, or sooner where reasonably practicable.
Thank You
Thank you for choosing Elvora.
We truly appreciate your trust and support. Our goal is to provide high-quality products and exceptional customer service. If something isn't right, we'll do our best to resolve the matter fairly, efficiently, and in accordance with applicable consumer laws.
