Return & Refund Policy

At Elevap, we want you to have a clear and straightforward shopping experience. This Return & Refund Policy explains your right to cancel, when returns are accepted, how to request a return, return shipping costs, refunds, and other applicable conditions.

1. Your Right to Cancel (UK Consumer Contracts Regulations)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.

To exercise this right, you must inform us of your decision to cancel by contacting us at support@elevap.shop within 14 days of receiving your order. You then have a further 14 days from the date you told us to return the item to us.

This statutory right is in addition to, and does not limit, our standard return policy below.

2. Our Standard 30-Day Return Policy

In addition to your statutory cancellation right, we accept eligible returns within 30 days from the date your order is delivered.

To qualify for a standard return, the product must generally be:

  • Unused and in its original condition
  • Free from damage, stains, or signs of use caused after delivery
  • Returned with the original packaging, where applicable
  • Returned with original tags, labels, accessories, manuals, or other included components, where applicable
  • Accompanied by the relevant order information or proof of purchase

The 30-day period begins on the date the order is delivered.

3. Return Method

Eligible returns are accepted by mail.

Before sending any product back, you must contact our customer support team and receive return instructions. Please do not send a return to our business address unless our customer service team specifically instructs you to do so.

4. How to Request a Return

To request a return, contact us within 30 days of delivery:

Email: support@elevap.shop

Please provide:

  • Your order number
  • Name used when placing the order
  • The product or products you wish to return
  • The reason for the return
  • Photos or other information if the product is damaged, defective, or incorrect

After reviewing your request, we will provide the applicable return instructions.

5. Return Shipping

Return shipping cost: £0.00

We do not charge customers a return shipping fee for eligible approved returns. For approved returns, we will provide a prepaid return label where applicable, according to the return instructions provided by our customer service team.

We cannot guarantee reimbursement for return shipping costs if a customer sends a product back without first contacting us and receiving return instructions.

6. Restocking Fee

Restocking fee: £0.00

Elevap does not charge a restocking fee on eligible returns. No percentage-based restocking fee is charged.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us as soon as possible at support@elevap.shop.

We may request photographs or other information to help us verify the issue. If the issue is confirmed, we will provide an appropriate resolution, which may include a replacement, an exchange, or a full refund.

For products that arrive damaged, defective, or incorrect, the standard unused-product requirement does not apply where the condition resulted from the damage, defect, shipping issue, or fulfillment error. This does not affect your statutory rights under the Consumer Rights Act 2015.

8. Non-Returnable Items

Certain products may not be eligible for return where applicable, including products that are:

  • Custom-made or personalised
  • Made to order according to individual customer specifications
  • Subject to specific hygiene, safety, or other applicable restrictions

Any product-specific return restrictions will be disclosed on the applicable product page or before purchase. This does not limit your rights regarding products that arrive damaged, defective, incorrect, or materially different from what was ordered.

9. Exchanges

We do not offer direct exchanges for different products, sizes, colours, or models. If you want a different product, size, colour, or model, you may return the original eligible item and place a new order for the item you prefer.

For products that arrive damaged, defective, or incorrect, we may provide a replacement or exchange depending on the circumstances.

10. Refunds

Once your returned item is received, we will inspect it to determine whether it meets the applicable return requirements.

If your return is approved, we will issue the refund to the original payment method through Stripe.

Refund processing time: within 14 days after the returned item has been received and the return has been approved, or, for statutory cancellations under Section 1, within 14 days of the earlier of the date we receive the returned goods or the date you provide evidence of having sent them back.

After we issue the refund, your bank or card issuer may need additional time before the funds appear in your account.

11. Returns That Do Not Meet the Requirements

A return may be rejected if:

  • It is requested more than 30 days after delivery (and outside the statutory cancellation period)
  • The product has been used or damaged after delivery
  • Required original packaging or components are missing, where applicable
  • The product does not meet the applicable return requirements
  • The return was sent without following the return instructions provided by our customer service team

If a return is rejected, we will contact you regarding the return. Where appropriate, the product may be returned to you.

This does not apply where the product is defective, damaged during delivery, incorrect, or materially different from what was ordered and the issue has been verified.

12. Order Cancellations Before Shipment

If you need to cancel an order before it has shipped, please contact us as soon as possible at support@elevap.shop. We will make reasonable efforts to cancel an order before it has entered processing or shipment. If a cancellation is successfully processed before shipment, the applicable payment will be refunded to the original payment method.

13. Lost or Stolen Packages

We are not responsible for packages that are marked as delivered by the shipping carrier to the address provided at checkout.

If you believe your package has been lost or stolen, please contact us at support@elevap.shop. We will assist you in contacting the shipping carrier and, where applicable, filing a claim.

14. Non-Delivery or Fulfilment Issues

If your order is not delivered, is lost in transit, or we are unable to fulfil your order, please contact us at support@elevap.shop. We will investigate and provide an appropriate resolution, which may include a replacement or refund.

15. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This policy describes our standard return and refund procedures for purchases made through Elevap, in addition to those statutory rights.

16. Contact Information

Business Name: Elevap
Email: support@elevap.shop
Phone: +44 7782 320623
Business Address: 2-34 Feltham Cl, Birmingham B33 0XR, UK
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time). Closed Saturday and Sunday.