RETURN PERIOD: We use a return period of 30 days during which the customer may return his or her package without giving any reason. These 30 days start when the package is received. Please note that the return shipment must be sent back to us within these 30 days.
WHAT ARE MY REFUND OPTIONS?
Refund to Original Payment Method: If you choose to receive your refund via your original payment method, it usually takes 7-10 business days. After your return arrives at our warehouse, we process it within 10 working days. You can track your return using the tracking information provided with your shipment. Once the refund is issued, you’ll receive an email notification. Please note that it may take up to 3 days for the refund to appear in your bank account.
DAMAGED OR DEFECTED ITEMS: If you receive a damaged or defective item, please contact us immediately for assistance. Our team will assess your request and opt for the best solution.
RETURN COSTS: Returns are on your own cost depending on the courier and the country you return your package from.
Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. Please make sure to keep the proof of shipment until your order is returned to our warehouse. We are not able to cover any issue when you are not able to provide a track & trace or proof of shipment.
RETURN PROCESSING TIME: If you indicate that you would like to return a product, we will immediately get to work on this. This way we can ensure that your return is completed within a few days.
We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on the 10 working days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 7 days before the refund is visible on your bank account.
Chargebacks/Disputes Policy
We are committed to providing excellent customer service and resolving any concerns you may have about your purchase. Our goal is to work with you directly to find a satisfactory solution.
Before Initiating a Chargeback:
We strongly encourage you to contact our customer service team first if you have any issues with your order, billing, or service. In most cases, we can resolve concerns quickly and to your satisfaction. When you contact us directly, we can:
Fraudulent Chargebacks:
While we understand that legitimate disputes may arise, we reserve the right to challenge chargebacks that we believe are made in bad faith. Examples of potentially fraudulent chargebacks include:
Our Commitment:
We maintain detailed records of all transactions and communications. If a chargeback is filed, we will respond with relevant documentation while respecting your right to the dispute process. Our focus remains on customer satisfaction and fair resolution of any genuine concerns.
Contact Information:
For any questions or concerns, please reach us at support@elanvoire.com before initiating a chargeback. We're here to help and committed to making things right.