Refund policy
RETURN AND REFUND POLICY
Last updated: July 28, 2026
This Return and Refund Policy applies to purchases made through https://elvabrand.com, operated by Novira Ventures LLC (“Elva,” “we,” “us,” or “our”).
1. Return Window
You may request a return within 14 calendar days of receiving your order.
If items from the same order are delivered separately, the return period begins when you receive the last item included in your return request.
After your return request is approved, the item must be shipped within 14 calendar days.
2. Return Eligibility
To qualify for a return, an item must:
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Have been worn only briefly for fitting purposes;
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Be unwashed, unaltered, and free from stains, damage, odors, hair, deodorant, or other signs of extended use;
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Include its tags, accessories, and components whenever reasonably possible; and
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Be packaged securely for return shipping.
Opening or removing the original packaging does not automatically make an item ineligible for return.
We may reduce the refund only when an item has lost value because it was handled beyond what was reasonably necessary to inspect its fit, appearance, and features.
3. Items That Cannot Be Returned
The following items are not eligible for return where permitted by applicable law:
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Personalized or custom-made products;
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Gift cards;
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Items clearly marked Final Sale before purchase;
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Items that have been washed, altered, extensively worn, stained, damaged, or returned incomplete; and
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Sealed products that cannot reasonably be resold for genuine health or hygiene reasons after the seal has been broken.
A brief fitting of an ordinary garment does not, by itself, make the garment non-returnable.
4. How to Request a Return
You can submit a return request through your customer account:
You may also contact us at elvabrandshop@gmail.com. Please include:
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Your order number;
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The email address used to place the order;
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The item or items you wish to return; and
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The reason for the return.
Please wait for our return instructions before shipping anything.
Products may be fulfilled from different logistics centers. The address printed on the original package is not necessarily the correct return address.
Depending on the product and fulfillment location, the designated return center may be located outside the United States. We will provide the correct return address before you ship the item.
Returns sent to an unauthorized address may be delayed or may not reach our return center. Our business mailing address is not a return address unless we expressly confirm otherwise.
5. Return Shipping Costs
For returns resulting from a change of mind, an incorrect size or color selection, personal preference, or another reason not caused by Elva, the customer is responsible for return shipping costs.
Return shipping costs may vary depending on the carrier, package, destination, and whether the designated return center is located outside the United States.
We do not charge restocking fees.
If you received an incorrect, damaged, defective, or materially misdescribed item, Elva will provide an appropriate solution and cover reasonable return costs when a return is required and approved.
We strongly recommend using tracked shipping and keeping your receipt and tracking information until the return has been completed.
6. Incorrect, Damaged, or Defective Items
Please inspect your order after delivery.
If an item is incorrect, damaged, defective, or materially different from its description, contact us as soon as reasonably possible, preferably within 7 days of delivery.
We may request reasonable evidence needed to review the issue, including:
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A photograph of the complete item;
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A close-up photograph of the problem;
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A photograph of the packaging and shipping label; or
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A short video when the issue cannot be shown clearly in a photograph.
Do not ship the item before receiving our instructions.
Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution. Nothing in this section limits rights that cannot legally be excluded.
7. Bundles, Packs, and Promotional Offers
Items purchased as part of a bundle or multi-item pack may be returned individually unless the offer was clearly marked as requiring a complete return.
If returning part of a pack means the remaining items no longer qualify for the original quantity discount, the refund may be recalculated using the price that applied to the number of items retained at the time of purchase.
Any recalculation will be explained before the return is finalized.
If a promotional gift was included with the order, we may ask you to return it. If it is not returned, we may deduct its value only when that value and condition were clearly disclosed as part of the promotion.
8. Refunds
Once your return is received, we will inspect it and notify you whether the refund has been approved.
Approved refunds are generally processed within 5–10 business days after the returned item is received and inspected.
The refund will be issued to the original payment method unless another method is expressly agreed upon. Your bank or card issuer may require additional time to post the refund to your account.
Submitting or approving a return request does not automatically issue a refund. The returned item must first be received or otherwise resolved according to our instructions.
For change-of-mind returns, original shipping charges are non-refundable.
If the return results from an incorrect, damaged, defective, or materially misdescribed item, we will also refund any applicable standard shipping charges.
If the original order qualified for free shipping, there is no original shipping charge to refund.
9. Exchanges
Exchanges may be offered depending on product availability but are not guaranteed.
For an exchange requested because of size, color, or personal preference, the customer is responsible for return shipping. Any cost associated with shipping the replacement will be disclosed before the exchange is confirmed.
You may request a refund instead of an exchange whenever a refund is available under this policy or applicable law.
10. Order Cancellations
You may request cancellation through your customer account or by contacting us.
We will attempt to cancel the order if it has not yet entered processing or been transferred to the carrier. Cancellation requests are not guaranteed.
If the order has already shipped, it will be handled under the return terms described in this policy.
11. Refused, Unclaimed, or Undeliverable Packages
Refusing a package does not automatically create or approve a return request. Please contact us so that we can identify and process the returned shipment.
If delivery fails because the customer supplied an incomplete or incorrect address, failed to collect the package, or refused delivery without authorization, reasonable reshipping or return-to-sender costs may be charged where permitted by law.
Each case will be reviewed individually.
12. Lost Return Packages
The customer remains responsible for a change-of-mind return until it is delivered to the designated return center.
We cannot guarantee a refund for a return package that is lost in transit and cannot be located without valid tracking or proof of delivery.
When Elva provides a prepaid return label, responsibility for the package transfers according to the carrier’s acceptance and tracking records.
13. Shipping Delays
We aim to ship orders within the timeframe displayed on our website.
If we cannot ship an order within the promised timeframe, we will notify the customer and, where required, provide the option to accept the delay or cancel the affected order for a full refund.
14. Mandatory Consumer Rights
This policy provides contractual return rights offered by Elva. It does not limit any consumer right, warranty, remedy, or protection that cannot be excluded under applicable federal, state, or local law.
15. Contact Information
Novira Ventures LLC
30 N Gould St, STE N
Sheridan, WY 82801
United States
Website: https://elvabrand.com
Email: elvabrandshop@gmail.com
Important: This business mailing address is not a return address. Always request return instructions before shipping an item.