Refund policy

Last updated: May 23, 2026

At Elunavie, your satisfaction is our priority. If you are not completely happy with your purchase, this policy outlines the terms, timeframes, and procedures for returns and refunds.

1. RETURN WINDOW

You have 30 calendar days from the date you receive your order to request a return. After this period, we are unable to process return or refund requests.

2. GENERAL RETURN CONDITIONS

To be eligible for a return, the item must meet the following conditions:

  • Be in the same condition in which it was received, with no signs of damage, misuse, or alteration caused by the customer.
  • Include all original accessories, components, and packaging.
  • You must provide your order number or proof of purchase.

3. ELIGIBLE RETURN REASONS

We accept returns in the following cases:

a) Manufacturing Defect
The item has a factory defect that prevents it from functioning correctly or as intended.

b) Damage During Shipping
The item arrived broken, crushed, water-damaged, or with visible damage caused during transit.

c) Wrong Item Received
You received a different item than what you ordered.

d) Item Does Not Match Description
The item received differs significantly from what was listed on our website in terms of features, specifications, appearance, or functionality.

e) Missing Parts or Accessories
The item arrived incomplete compared to what was described on the product page.

f) Premature Malfunction
The item stopped working correctly within a reasonable period after initial use, without misuse by the customer.

4. EVIDENCE REQUIRED

For all return requests under Section 3, you must include supporting evidence with your submission:

  • 2 to 3 clear photographs showing the issue, defect, or discrepancy, or
  • 1 short video (up to 30 seconds) clearly demonstrating the reported problem.

Images or video must allow us to identify the item and the issue. Requests submitted without sufficient evidence may be declined or placed on hold until additional documentation is provided.

5. RETURN PROCESS

To initiate a return, follow these steps:

  1. Submit your request by emailing us at contact@elunavie.com with your order number, reason for the return, and the required evidence.
  2. Wait for approval. Our team will review your request and notify you of the outcome within 5 business days.
  3. Follow the return instructions. If approved, we will provide you with a prepaid return shipping label and detailed instructions on how and where to return the item at no cost to you.
  4. Confirm the return. Once you have completed the return, send us the drop-off confirmation or tracking receipt. We will proceed with the refund upon confirmation.

Returns sent without prior authorization or without following the provided instructions will not be accepted.

6. ITEMS NOT ELIGIBLE FOR RETURN

The following items cannot be returned:

  • Items showing signs of use, wear, modification, or mishandling — unless the return is due to a manufacturing defect or premature malfunction (Sections 3.a and 3.f).
  • Personal care or hygiene items that have been opened or used — unless defective.
  • Customized or made-to-order products.
  • Gift cards.
  • Items purchased during clearance or final sale promotions — unless defective or damaged during shipping.

Important note regarding beauty devices: Due to hygiene considerations, LED facial devices that have been opened and used against the skin are not eligible for return based on personal preference. However, if the device is defective, damaged, or does not function as described, we will fully honor your return request regardless of use.

If you are unsure whether your item qualifies for a return, please contact us before initiating the process.

7. EXCHANGES

We do not offer direct exchanges at this time. If you need a different item, please request a return of your current product in accordance with this policy and place a new order for the desired item.

8. REFUNDS

Once your return is received and verified, we will notify you by email whether your refund has been approved.

  • Approved refunds will be processed to your original payment method within 10 business days.
  • Please note that your bank or payment provider may require additional time to reflect the refund in your account or statement.
  • If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@elunavie.com.

9. LATE OR MISSING REFUNDS

If you have not received your refund within the expected timeframe:

  • First, check your bank account or credit card statement again.
  • Contact your bank or credit card company, as processing times may vary.
  • If you have completed these steps and still have not received your refund, please reach out to us at contact@elunavie.com.

10. CONTACT US

If you have any questions about this policy or need to initiate a return, please contact us:

Elunavie
Email: contact@elunavie.com

We are committed to responding to your inquiry within 5 business days.