Return & Refund Policy
Company Name: Shanghai Pengpai Intelligent Matchmaking Supply Chain Management Co., Ltd.
Email: service@elovirex.com
At Elovirex™, we want every customer to feel confident when shopping with us. If your purchase does not meet your expectations, this policy explains our return process, eligibility requirements, and refund procedures.
1. Return Conditions
We accept return requests within 30 days of delivery.
To qualify for a return, your item must meet the following requirements:
✔ The product must be in its original condition
✔ Unused and free from signs of wear or damage
✔ Returned with original packaging and included accessories
✔ Proof of purchase must be provided
Items that do not meet these conditions may not be accepted.
2. How to Request a Return
To begin a return request, please contact our customer support team:
Email:
service@elovirex.com
Once your request is reviewed and approved:
✔ We will provide return instructions
✔ You will receive the necessary shipping information
✔ Your return must be authorized before sending the item back
Please do not ship products back without prior approval, as unauthorized returns may not be processed.
3. Damaged, Defective, or Incorrect Orders
We recommend checking your order carefully after delivery.
If your item arrives damaged, has a quality issue, or you receive the wrong product, please contact us as soon as possible.
To help us resolve the issue quickly, please provide:
• Order details
• Photos or videos showing the problem
• A description of the issue
Our team will review your request and work toward an appropriate solution.
4. Items Not Eligible for Return
Certain products cannot be returned, including:
❌ Items that have been used or altered
❌ Personalized or specially customized products
❌ Products that cannot be resold due to hygiene or safety reasons
❌ Clearance or final sale items
❌ Gift cards
❌ Original shipping charges
If you are unsure whether your order qualifies, please contact us before submitting a return request.
5. Product Exchanges
If you would like to replace an item with another product, the recommended process is:
- Submit a return request for the original item
- Wait for the return approval
- Place a new order for the replacement product
This helps ensure the replacement process is handled accurately and efficiently.
6. European Union Return Rights
For customers located in the European Union, orders may qualify for a 14-day cancellation period according to applicable consumer protection regulations.
To be eligible:
✔ The item must remain unused
✔ The product must include original packaging and accessories
✔ Proof of purchase is required
This right applies separately from our standard return timeframe.
7. Refund Process
After your returned item is received and inspected, we will send you an update regarding your refund status.
If approved:
✔ Refunds will be issued back to the original payment method
✔ Processing may take up to 10 business days
✔ Your bank or payment provider may require additional time to complete the transaction
If you have not received your refund after the processing period, please contact us at:
8. Return Shipping Information
Before sending any return package, please contact Elovirex™ to receive return approval and shipping instructions.
Returns sent without prior authorization may not be accepted.
Thank you for choosing Elovirex™.
We are committed to providing thoughtfully designed products and reliable customer support throughout your shopping experience.