Refund policy

Refund & Returns Policy

At Elouva, your satisfaction matters. If you're not completely happy with your purchase, we're here to help.

30-Day Guarantee
You may request a return or refund within 30 days of receiving your order. To qualify, items must be unused, in their original condition, and in the original packaging.

How to Start a Return
Email us at elouvabusiness@gmail.com with your order number and reason for return. We'll respond within 1–2 business days with instructions.

Refunds
Once we receive and inspect your returned item, we'll notify you of the approval status. Approved refunds are processed to your original payment method within 5–10 business days.

Damaged, Faulty, or Missing Items
If your order arrives damaged, faulty, or incomplete, contact us within 7 days of delivery with photos of the issue. We'll arrange a free replacement or full refund — no return shipping required on our error.

Non-Returnable Items
For hygiene reasons, opened beauty or personal care items cannot be returned unless faulty.

Exchanges
Need a different size or colour? Email us and we'll arrange an exchange, subject to stock availability.

Late or Missing Refunds
If you haven't received a refund yet, first check your bank account, then contact your card provider processing times can vary. Still an issue? Email elouvabusiness@gmail.com.

This policy is in addition to, and does not affect, your statutory rights under the Consumer Protection Act 68 of 2008.