Refund policy
Return Policy - Return form is at the bottom
Elevia wishes for every client to be entirely satisfied with their purchase. Should you wish to return an item, please read the following policy carefully before proceeding.
You have 14 calendar days from the date you receive your order to request a return.
For clients within the European Union, this right is granted under Directive 2011/83/EU, transposed into Romanian law through OUG 34/2014. For clients outside the European Union, Elevia voluntarily extends the same 14-day period as a courtesy of the House, without this constituting a legal obligation in those jurisdictions.
Conditions for Acceptance
For a return to be accepted, the item must meet, in full, the following conditions:
- The product is unused, unworn, and in the exact condition in which it was received, free of any odour, stain, mark, or sign of wear;
- All original tags and labels remain attached and unremoved;
- The item is returned within its original packaging, complete and intact — including the box, dust bag, and any protective wrapping;
- All accessories and documents received with the order are included: certificate of authenticity (where applicable), warranty card, invoice or receipt, and any other item delivered alongside the product;
- The product corresponds exactly to the item shipped, and has not been altered, modified, personalised, engraved, or repaired.
As our pieces are crafted from natural leather and exotic skins — including python, crocodile, and alligator — each returned item is inspected with particular care. Any scratches, deformation, staining, odour, soiling, or other sign of use will result in the return being refused.
An incomplete return, or one that does not meet the conditions above, will be refused in full or, at Elevia's discretion, accepted with a reduction of the refunded amount proportional to the loss in value of the item.
Personalised, customised, engraved, modified, repaired, or special-order items are not eligible for return.
Shipping and Liability
Return shipping costs are borne in full by the client. Parcels sent by cash on delivery will be automatically refused.
We recommend packaging your return securely. Elevia cannot be held responsible for damage occurring during return transit, and a damaged parcel or item may result in the return being refused.
Please retain your shipping receipt, and provide us with the name of the carrier and the tracking number once the parcel has been dispatched. Elevia cannot be held responsible for return parcels that cannot be tracked or whose dispatch cannot be verified.
Refunds
Once your return has been received, inspected, and approved, the refund is issued through the original method of payment used when placing the order.
For orders placed by cash on delivery within Romania, the refund is issued by bank transfer to the IBAN provided by the client.
Refunds are processed within 5 to 10 business days following receipt and approval of the returned item. Please note that the time for the funds to appear may vary according to your bank or payment provider.
Orders and Exceptions
Orders placed by legal entities are not eligible for return, regardless of reason.
Should your item present a manufacturing defect, please notify us within 48 hours of receiving your order, accompanied by photographic evidence, and we will arrange a replacement at no cost.
Certain items are not eligible for return, including perishable goods, personalised or custom-made pieces, and personal care items. Please contact us should you have any question regarding a specific item.
Requesting a Return
To request a return, please complete our official Return Request Form. Once your request has been reviewed, our Client Services team will contact you by email with the next steps.
Please do not send your parcel before your return request has been reviewed and approved.
For any question, our Client Services team remains at your disposal at contact@eleviabynico.com.