We want customers to feel confident when purchasing hoodies from us. This Return & Refund Policy explains the conditions, procedures, and responsibilities relating to order cancellations, returns, refunds, faulty products, incorrect items, and damaged goods.
1. Right to Cancel an Online Order
If you purchase a product from us online, you may have the right to cancel your purchase without giving a reason.
You must notify us of your decision to cancel within 14 days from the day you receive your order.
If an order contains multiple products delivered separately, the cancellation period begins from the day you receive the final product included in that order.
To exercise your right to cancel, please contact us clearly stating that you wish to cancel your order.
Email: support@elvane.online
Telephone: +44 7811433960
2. Returning Products After Cancellation
After notifying us that you wish to cancel your order, you must return the relevant products within 14 days.
Products should be returned carefully and securely packaged to reduce the risk of damage while they are being transported.
You are responsible for taking reasonable care of the products while they remain in your possession.
3. Condition of Returned Products
You may inspect and try on a hoodie in the same way that you reasonably would in a physical retail store.
Returned products should, wherever reasonably possible:
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Be clean and in suitable condition.
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Be free from stains, strong odours, excessive wear, or damage caused after delivery.
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Include any original labels, tags, accessories, or packaging supplied with the product where available.
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Not have been altered, washed, extensively worn, or otherwise used beyond what is reasonably necessary to inspect the product.
If the value of a returned product has been reduced because it has been handled more than reasonably necessary to determine its nature, characteristics, or fit, we may make an appropriate deduction from the refund where permitted by applicable law.
4. Change-of-Mind Returns
If you change your mind after receiving your order, you may request a return within the applicable cancellation period.
You do not need to provide a specific reason for cancelling an eligible online purchase.
The product must be returned in accordance with the requirements described in this policy.
5. Return Shipping Costs
Where a product is being returned because you have changed your mind, you may be responsible for the direct cost of returning the product where permitted by applicable law.
If a product is faulty, damaged when delivered, or incorrectly supplied, reasonable return costs will be handled in accordance with your statutory consumer rights.
Please contact us before returning a faulty, damaged, or incorrect product so that we can provide appropriate return instructions.
6. Original Delivery Charges
Where you exercise an applicable statutory right to cancel an eligible online order, we will refund the standard delivery charge originally paid for the order where required by law.
If you selected a more expensive delivery method than our standard delivery option, any additional amount paid for the upgraded delivery service may not be refundable.
7. Faulty Products
Products supplied by us should be of satisfactory quality, fit for their intended purpose, and consistent with their description.
If you believe that a hoodie is faulty, please contact us as soon as reasonably possible.
When contacting us, please provide sufficient information to help us understand the issue, including your order details and a description of the fault.
We may request photographs or other reasonable information relating to the issue before providing further instructions.
Your statutory rights regarding faulty goods are not affected by this policy.
8. Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible after discovering the damage.
Please provide:
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Your order information.
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A description of the damage.
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Photographs showing the affected product where reasonably possible.
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Photographs of the packaging if the packaging was also damaged.
This information helps us assess the problem and determine the appropriate solution.
Depending on the circumstances and your legal rights, an appropriate solution may include a refund, replacement, repair, or another remedy.
9. Incorrect Products
If you receive a product that is different from the product you ordered, please contact us.
Please provide your order details and information identifying the product that you received.
Where we confirm that an incorrect product was supplied, we will provide an appropriate remedy in accordance with applicable consumer law.
10. Missing Products
If an item included in your order appears to be missing, please check the contents of the package carefully and review any delivery information provided with your order.
If the product is still missing, contact us with your order details so that we can investigate the issue.
11. Refund Processing
Once we receive an eligible returned product, or where applicable receive satisfactory evidence that the product has been returned, we will process the refund without undue delay and within the period required by applicable UK consumer law.
Where legally applicable, refunds will generally be processed within 14 days after we receive the returned product or acceptable evidence that it has been sent back.
12. Refund Method
Refunds will normally be issued using the same payment method used for the original purchase unless another method is expressly agreed.
We do not charge customers an additional fee solely for receiving an eligible refund.
The time required for the refunded amount to appear in your account may depend on the payment provider or financial institution involved.
13. Partial Refunds and Deductions
A deduction may be made from a refund where legally permitted if the value of the product has been reduced as a result of handling beyond what would reasonably be necessary to inspect the product.
Examples may include significant wear, washing, alteration, staining, damage, or other use beyond normal examination.
Any deduction will be assessed reasonably and in accordance with applicable law.
14. Exchanges
If you would like a different size or another product, please contact us.
Where an exchange is available, we will provide instructions based on the circumstances of your order.
Availability of a replacement product may depend on current stock.
Your legal rights to request an appropriate remedy for faulty or incorrectly supplied products remain unaffected.
15. Products That Cannot Be Returned
Certain products may be excluded from change-of-mind returns where an exclusion is permitted under applicable law.
Any statutory exclusions will only be applied where they are legally applicable to the relevant product and circumstances.
Nothing in this section limits your rights where a product is faulty, damaged, misdescribed, or otherwise fails to meet applicable legal requirements.
16. Refused and Undeliverable Orders
If a parcel is refused, unclaimed, or returned because the delivery information supplied was incomplete or incorrect, please contact us.
Any refund or further delivery arrangement will depend on the circumstances of the order and any applicable legal obligations.
Any reasonable additional delivery costs may be considered where permitted by law.
17. Proof of Purchase
We may request reasonable proof of purchase when processing a return, refund, replacement, or other remedy.
Suitable information may include your order number, purchase confirmation, payment information, or other information that allows us to identify the transaction.
18. Return Address and Instructions
Before returning a product, please contact us to obtain the appropriate return instructions.
Company: Elvane
Address: 108 THIRLMERE GARDENS, NORTHWOOD, HA6 2RU
Email: support@elvane.online
Telephone: +44 7811433960
Please do not send a return without sufficient information to identify the associated order.
19. Statutory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or reduce any rights that consumers are entitled to under applicable UK consumer protection law.
Where the terms of this policy conflict with mandatory consumer rights, the applicable statutory rights will take priority.
Consumers may have additional rights where products are faulty, damaged, not as described, or not fit for their intended purpose.
20. Contact Us About a Return or Refund
If you have questions about a cancellation, return, refund, faulty product, incorrect item, damaged delivery, or another issue relating to your order, please contact us.
Company: Elvane
Address: 108 THIRLMERE GARDENS, NORTHWOOD, HA6 2RU
Email: support@elvane.online
Telephone: +44 7811433960
When contacting us, please provide your order information and a clear description of your request so that we can review the matter efficiently.