Returns and refunds

You have 30 days from the day your order is delivered to request a return.

What we can take back

The Volume Balm is a cosmetic applied directly to the skin, so we can only accept returns of sticks that are still sealed and unused, in their original carton. Once the seal is broken the product cannot be resold for hygiene reasons and we are not able to take it back.

This is the same rule that guarantees the stick you receive has never been opened or handled by anyone else.

If something is wrong with your order

The rule above does not apply when the fault is ours. Contact us and we will replace the item or refund you in full, sealed or not, if:

• the product arrives damaged, leaking or broken;
• you receive the wrong item;
• the product is defective or does not match its description.

For these cases, send us a photo of the item and its packaging. You will not normally need to ship anything back.

How to start a return

Email us at hello@elavine.co with your order number and a line about what happened.

Please contact us before sending anything back. A parcel that arrives without prior agreement cannot be matched to an order, and we will not be able to refund it.

We will reply with the return address and instructions.

Who pays return shipping

• Change of mind: you cover the cost of returning the item. Use a tracked service. We cannot refund a parcel that never reaches us.
• Damaged, defective or incorrect item: we cover everything.

We never charge a restocking fee.

Refunds

Once your return arrives and we have confirmed the seal is intact, we issue the refund within 3 business days, to your original payment method. Your bank or card issuer then takes a further 3 to 5 business days to post it to your account, which is outside our control.

Where shipping was paid, it is refunded when the whole order is returned.

Cancelling an order

If your order has not shipped yet, email us and we will cancel it and refund you in full. Once it has left the warehouse it has to go through the return process above.

Exchanges

We sell one product in one size, so we do not run exchanges. Return the sealed item under the terms above and place a new order.

Your statutory rights

Nothing in this policy limits any right you have under the consumer law that applies where you live. In particular, sealed cosmetics that have been unsealed after delivery are commonly excluded from cooling-off rights for health and hygiene reasons, but your rights in respect of faulty or misdescribed goods are unaffected.

Questions

Email hello@elavine.co. A person answers, usually within one business day.