Return & Refund Policy

Last Updated: September 17, 2026

At Eluravia, we want you to shop with confidence. We carefully inspect and package our products before shipment, and we are committed to providing fair and transparent solutions if something is not right with your order.

This Return & Refund Policy explains when products may be returned, how refunds are handled, and what to do if your order arrives damaged, defective, incorrect, incomplete, or is lost in transit.

This Policy applies to purchases made directly through www.eluravia.com.

Purchases made through third-party retailers, marketplaces, distributors, or other websites are subject to the return and refund policy of the original seller.

1. 30-Day Return Policy

Unless otherwise stated in this Policy, you may request a return within 30 days from the date your order is delivered.

To qualify for a voluntary return, the product must:

• Have been purchased directly from Eluravia;

• Be returned within the applicable return period;

• Be unused and unopened;

• Be in its original packaging;

• Have all original protective seals, hygiene seals, safety seals, labels, accessories, and packaging intact; and

• Be in a condition suitable for resale.

Proof of purchase, such as your order number, order confirmation email, or other reasonable evidence of purchase, may be required.

Please contact us before sending any product back.

Email:

support@eluravia.com

Please include your order number and the reason for your return.

Returns sent without prior authorization may be delayed, refused, or returned to the sender where permitted by applicable law.

2. Beauty, Cosmetic and Personal-Care Products

Because Eluravia sells beauty, cosmetic, skincare, personal-care, and similar products, certain products are subject to additional hygiene and safety restrictions.

For health, hygiene, and product-integrity reasons, we generally cannot accept voluntary returns of products that have been:

• Opened;

• Used;

• Tested or sampled;

• Unsealed;

• Swatched;

• Applied to the skin, lips, eyes, hair, or body;

• Contaminated;

• Altered; or

• Removed from hygiene-protective or tamper-evident packaging where the product is no longer suitable for resale.

Examples may include skincare products, creams, serums, lip products, eye products, makeup, cosmetic applicators, beauty tools intended for personal use, and other hygiene-sensitive products.

This restriction does not affect any rights you may have where a product is defective, damaged, unsafe, materially different from its description, incorrectly supplied, or otherwise subject to mandatory consumer protection laws.

Where applicable law provides a right of withdrawal or cancellation, any statutory exceptions relating to sealed goods that are unsuitable for return for genuine health or hygiene reasons will apply only where legally permitted.

3. Change-of-Mind Returns

If you simply change your mind about an eligible product, you may request a return within the 30-day return period provided that the product satisfies all return conditions above.

Examples of change-of-mind reasons include:

• You no longer want the product;

• You accidentally ordered the wrong product;

• You ordered the wrong shade, size, quantity, or variation;

• You found another product you prefer; or

• The product is unopened but no longer required.

For approved change-of-mind returns, the customer is generally responsible for return shipping costs, unless otherwise required by applicable law or expressly stated by Eluravia.

Original shipping charges, expedited shipping charges, shipping insurance, priority processing fees, and similar delivery-related charges are generally non-refundable for voluntary change-of-mind returns, except where applicable consumer law requires otherwise.

We do not charge a restocking fee for products that meet all eligible return conditions unless clearly disclosed before purchase and permitted by applicable law.

4. Damaged, Leaking or Defective Products

If your product arrives damaged, leaking, broken, defective, contaminated, or otherwise materially unusable, please contact us as soon as reasonably possible.

For faster assistance, we recommend contacting us within 14 days of delivery at:

support@eluravia.com

Please include:

• Your order number;

• The name of the affected product;

• A clear description of the problem;

• Clear photographs of the product;

• Photographs of the outer shipping package;

• Photographs of any damaged packaging or leakage; and

• The batch/lot number or other product identification information, if available.

Depending on the circumstances, we may offer an appropriate remedy, which may include:

• A replacement;

• A reshipment;

• A partial refund;

• A full refund; or

• Another remedy required by applicable law.

If we require a defective or damaged product to be returned, Eluravia will provide reasonable return instructions and, where appropriate or legally required, cover the authorized return shipping cost.

Please do not dispose of a damaged or defective product until we have completed our review unless keeping the product would present a reasonable health or safety concern.

5. Incorrect Products

If you receive a product different from the product shown on your order confirmation, please contact us promptly at:

support@eluravia.com

Please provide your order number and photographs clearly showing the product you received.

Once verified, we may arrange a replacement, reshipment, refund, or other appropriate solution.

You will not be required to pay return shipping costs for a verified incorrect product where we require the product to be returned.

6. Missing Items

Some orders may be shipped in multiple packages or from different fulfillment locations.

If part of your order appears to be missing, please first check:

• Your shipment confirmation emails;

• Whether multiple tracking numbers were issued; and

• Whether another package is still in transit.

If all packages show as delivered and an item is still missing, please contact:

support@eluravia.com

Include your order number and identify the missing product.

Once the issue has been verified, we will provide an appropriate resolution.

7. Lost Packages

If tracking information indicates that your package has been lost in transit before delivery, please contact us so that we can investigate the shipment with the applicable carrier or logistics provider.

If a shipment is confirmed as lost in transit, we may provide a replacement, reshipment, refund, or other appropriate remedy at no additional product cost to you, subject to applicable law.

If tracking shows that a package has been delivered but you cannot locate it, please:

• Check around the delivery location;

• Check with household members, reception desks, mailrooms, neighbors, or building management where appropriate; and

• Contact the carrier where possible.

Please then contact us promptly if the package is still missing.

A carrier's "delivered" scan does not automatically determine the final outcome of a claim. We may request additional information and conduct a reasonable investigation before determining the appropriate resolution.

8. Packages Returned to Sender

A shipment may be returned to us because of circumstances including:

• An incorrect or incomplete shipping address;

• Failure to collect the package;

• Refusal of delivery;

• Failure to respond to a carrier;

• An inaccessible delivery location; or

• Other circumstances outside Eluravia's reasonable control.

Where a package is returned because of information supplied incorrectly by the customer or because the customer failed to accept or collect an otherwise properly delivered shipment, we may deduct reasonable original and/or return shipping costs from any refund, where permitted by applicable law.

If the return was caused by our error, we will not deduct such costs.

9. Unauthorized Returns

Please do not return products to an address found on the package, payment statement, website footer, business registration, or any other source unless our customer service team has specifically confirmed that address for your return.

Our registered business address is not necessarily our product return warehouse.

Approved returns must be sent to the return location provided by our customer service team.

Products sent to an unauthorized return address may not be received or processed, and Eluravia cannot guarantee reimbursement for products lost as a result of an unauthorized return.

10. Return Shipping

Returns Due to Our Error

If your return results from a verified:

• Defective product;

• Damaged product;

• Incorrect product; or

• Other error attributable to Eluravia,

we will provide reasonable return instructions and cover authorized return shipping where required.

Change-of-Mind Returns

For ordinary voluntary/change-of-mind returns, customers are generally responsible for return shipping costs unless applicable law requires otherwise.

We strongly recommend using a tracked shipping method.

Until an authorized return is delivered to the designated return location, the customer is responsible for the return shipment except where applicable law provides otherwise.

Eluravia is not responsible for customer-arranged return packages lost or damaged in transit.

11. Products That Cannot Normally Be Returned

Unless defective, incorrectly supplied, or otherwise protected by applicable law, the following products are generally not eligible for voluntary return:

• Opened cosmetics;

• Used cosmetics;

• Products with broken or removed hygiene seals;

• Products that have been tested, sampled, or swatched;

• Products showing signs of use;

• Personal-care products that cannot reasonably be resold for hygiene reasons;

• Products damaged after delivery due to misuse, improper handling, improper storage, accident, or unauthorized modification;

• Products not purchased directly from Eluravia;

• Products returned outside the applicable return period;

• Products marked "Final Sale" before purchase;

• Gift cards, if offered, except where required by law; and

• Free promotional products where no separate purchase price was paid, except where applicable law provides otherwise.

Nothing in this section limits mandatory rights relating to faulty, unsafe, misdescribed, or non-conforming goods.

12. Sale, Clearance and Promotional Products

Unless an item was clearly marked Final Sale before purchase, sale or discounted products may generally be returned under the same eligibility rules as other products.

Final Sale restrictions apply only to voluntary/change-of-mind returns and do not remove any mandatory consumer rights relating to defective, unsafe, incorrectly supplied, or misdescribed products.

13. Bundles, Sets, "Buy One Get One" Promotions and Free Gifts

If you purchased a bundle, kit, set, multi-item promotion, or similar discounted package, the refund may be calculated based on the promotional value allocated to the returned product rather than its standalone retail price.

If a promotion required the purchase of multiple products to receive a discount or free item, returning part of the qualifying purchase may result in the refund being adjusted to reflect the terms of the original promotion, where permitted by law.

Where a free promotional gift was provided on the condition of a qualifying purchase, we may request that the unused promotional gift also be returned.

If the promotional gift is not returned, its disclosed or reasonable promotional value may be deducted from the refund where legally permitted.

14. Product Results, Preferences and Skin Compatibility

Beauty and skincare results may vary between individuals.

A product generally will not be considered defective solely because:

• You do not like its color, scent, texture, finish, or consistency;

• It does not meet a personal preference;

• Results differ from your personal expectations where no specific result was guaranteed; or

• The product is unsuitable for your personal routine despite being supplied as described.

We recommend reviewing the product information and ingredient list before use and conducting an appropriate patch test where relevant.

This section does not limit your rights if a product is unsafe, defective, contaminated, misdescribed, or otherwise fails to comply with mandatory consumer protection law.

15. Sensitivity or Adverse Reactions

Individual sensitivities and reactions to cosmetic or skincare ingredients can vary.

If you experience an unexpected or significant reaction, discontinue use of the product and seek appropriate professional medical advice where necessary.

You may also contact us at:

support@eluravia.com

Please provide, where reasonably available:

• Your order number;

• Product name;

• Batch or lot number;

• A description of the issue; and

• Relevant photographs.

We may request additional information to help us investigate product quality or safety.

Reporting a sensitivity or reaction does not automatically guarantee a refund where the product is not defective and has been opened or used. However, nothing in this Policy limits any legal remedy available where a product is defective, unsafe, contaminated, improperly labeled, or otherwise does not comply with applicable law.

16. How to Start a Return

To request a return, contact:

support@eluravia.com

Please provide:

• Your full name;

• Order number;

• Product(s) you wish to return;

• Reason for the return; and

• Photographs where the return concerns damage, defects, incorrect products, leakage, or another product issue.

If your return is approved, we will provide you with return instructions and, where applicable, the authorized return address.

Do not send products back before receiving return instructions.

Once return authorization has been provided, please send the eligible product within the timeframe stated in our instructions. Unless a different period is required by law, we may close a voluntary return request if the product is not sent within a reasonable period following authorization.

17. Return Inspection

All returned products may be inspected after arrival.

We reserve the right, where permitted by law, to refuse or reduce a voluntary refund if:

• The returned item does not match the authorized return;

• The item has been opened or used;

• Hygiene or safety seals have been removed;

• Parts or packaging are missing;

• The product was damaged after delivery;

• The product has been altered;

• The return contains a different product;

• The returned quantity differs from the approved quantity; or

• There is reasonable evidence of return fraud or abuse.

Any deduction will be made only where permitted by applicable law and will reasonably reflect the circumstances of the returned product.

18. Refund Processing

Once an eligible returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are normally issued to the original payment method.

We generally aim to process approved refunds within 5–10 business days after the return has been received and approved, unless applicable law requires a different timeframe.

After we issue the refund, your bank, card issuer, PayPal, payment provider, or other financial institution may require additional time to post the funds to your account.

Processing times controlled by financial institutions are outside Eluravia's control.

Where required by applicable law, we will comply with shorter or otherwise mandatory refund deadlines.

19. Original Shipping Charges

For ordinary voluntary/change-of-mind returns, original delivery and shipping charges are generally non-refundable.

However, this does not apply where:

• The return results from our error;

• The product is defective, damaged, incorrectly supplied, or otherwise non-conforming and applicable law requires reimbursement; or

• Applicable consumer law requires the refund of standard outbound delivery charges following a lawful cancellation or withdrawal.

Premium, expedited, express, or upgraded delivery costs may be treated differently from standard delivery costs where permitted by law.

20. Customs Duties, Import Taxes and Brokerage Charges

International orders may be subject to customs duties, import taxes, brokerage fees, or other government charges.

Unless collected directly by Eluravia and required by applicable law to be refunded, amounts paid directly to a customs authority, carrier, broker, or government agency are generally outside our control and may not be refundable by Eluravia.

Customers may need to contact the relevant authority or service provider to request reimbursement.

21. Refunds to the Original Payment Method

Refunds will normally be returned to the payment method originally used for the purchase.

If the original payment method is no longer available, expired, closed, or otherwise unable to accept the refund, please contact your payment provider.

Where reasonably necessary, Eluravia may arrange another lawful refund method after appropriate verification.

We will never request your card password, online banking password, or other sensitive account credentials in order to issue a refund.

22. Exchanges

We do not guarantee direct product exchanges.

Where an exchange is not available, the simplest process may be to return an eligible product for a refund and place a new order for the desired product.

If the product originally received was incorrect or defective, please contact us before placing another order so that we can provide the appropriate solution.

23. Subscription Orders

Where subscription products are offered, each shipment that has already been processed or shipped may be treated as an individual order for purposes of this Return & Refund Policy.

Canceling a subscription generally prevents future eligible subscription orders from being processed but does not automatically cancel an order that has already been processed, fulfilled, or shipped.

Eligible returned subscription products remain subject to the hygiene, condition, and return requirements in this Policy.

24. Order Cancellations Before Shipment

If you wish to cancel or change an order, please contact us as soon as possible at:

support@eluravia.com

We cannot guarantee that an order can be cancelled or modified after it has entered processing or fulfillment.

If the order has already been shipped, cancellation may no longer be possible, and you may need to follow the applicable return procedure after delivery.

Any mandatory cancellation rights provided under applicable law remain unaffected.

25. European Union / EEA Consumers

If you are a consumer located in the European Union or another jurisdiction where applicable consumer law provides a statutory right to withdraw from a distance contract, you may have rights in addition to our voluntary 30-day return policy.

Where EU consumer law applies, eligible consumers generally have 14 days after receiving goods to notify the seller that they wish to withdraw from an eligible distance purchase, subject to applicable exceptions.

After validly exercising the right of withdrawal, the consumer must return the applicable goods within the period required by law.

Where applicable, we will refund amounts required by law, including eligible standard outbound delivery costs.

The consumer may be responsible for the direct cost of returning goods where permitted by applicable law and where properly disclosed.

The statutory right of withdrawal may not apply to certain sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons once the seal has been broken after delivery. This may apply to certain cosmetic or personal-care products depending on the nature and packaging of the product.

Nothing in this Policy is intended to reduce rights that cannot lawfully be excluded under applicable EU or national consumer law.

26. United Kingdom Consumers

If you are a consumer in the United Kingdom, you may have statutory rights under UK consumer law in addition to this Policy.

For eligible online purchases, UK consumers generally have a statutory cancellation period for distance contracts.

Applicable exceptions may include certain sealed products that cannot be returned for genuine health or hygiene reasons after they have been unsealed.

Where a statutory cancellation right applies, Eluravia will provide refunds and treatment of standard delivery charges in accordance with applicable UK law.

Your rights regarding faulty, misdescribed, or otherwise non-conforming goods are not limited by this voluntary return policy.

27. Australian Consumers

For consumers in Australia, our products come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot legally be excluded.

Where a product has a problem covered by the Australian Consumer Law, the remedy available may depend on whether the problem constitutes a major or minor failure and on the circumstances of the purchase.

Our voluntary change-of-mind requirements, including unopened-product and 30-day conditions, do not replace or restrict statutory rights relating to products that fail to satisfy applicable consumer guarantees.

28. Other Mandatory Consumer Rights

Consumer protection laws vary by country, state, province, territory, and region.

This Policy provides Eluravia's voluntary return terms but does not exclude, restrict, or modify any statutory warranty, guarantee, cancellation right, refund right, or other consumer right that cannot lawfully be waived.

If any provision of this Policy conflicts with a mandatory consumer protection law applicable to your purchase, the mandatory law will prevail to the extent of the conflict.

29. Fraudulent or Abusive Returns

We reserve the right, where permitted by law, to investigate and refuse voluntary returns where there is reasonable evidence of fraud or abuse, including:

• Returning a different product from the product purchased;

• Returning counterfeit or substituted products;

• Repeatedly purchasing, using, and returning products in bad faith;

• Manipulating evidence of damage;

• Claiming that products are missing where evidence demonstrates otherwise; or

• Other materially deceptive conduct.

This provision does not affect legitimate consumer claims or statutory consumer rights.

30. Policy Changes

We may update this Return & Refund Policy from time to time to reflect changes to our business practices, products, logistics arrangements, or applicable laws.

The version of this Policy applicable to an order will generally be the version in effect when the order was placed, except where a later change is required by law or provides greater rights to the consumer.

The "Last Updated" date at the top of this page indicates when this Policy was most recently revised.

31. Contact Us

If you have questions regarding a return, refund, damaged product, missing product, or this Return & Refund Policy, please contact us:

Eluravia

Operated by:

Shenzhen Ciweitong Trading Co., Ltd.

Email:
support@eluravia.com

Company Address:
Room 603, No. 4, Area 6, Shangchuan Village, Community 31,
Shangchuan Community, Xin'an Subdistrict, Bao'an District,
Shenzhen, China

Important: The company address above is provided for business identification and correspondence purposes. It is not automatically the return address. Please contact us and obtain authorized return instructions before sending any product back.