Refund policy

Return and Refund Policy

Last updated: September 4, 2026

We want you to feel confident in your Elzavia purchase. If your item is not quite right, you may request a return or exchange within 30 calendar days of delivery, subject to the conditions below.

Return Eligibility

To qualify for a return or exchange, items must be:

• Unworn, unwashed, unaltered, and free from odors, makeup, deodorant, stains, or other signs of wear.
• Returned with all original tags, packaging, and hygiene liners or seals attached.
• Tried on over your own underwear.
• Returned in a condition suitable for resale.

We reserve the right to refuse returns that do not meet these requirements.

Non-Returnable Items

The following items cannot be returned or exchanged unless defective or required by applicable law:

• Underwear or hygiene-sensitive products after the hygiene seal has been removed.
• Gift cards.
• Free gifts and promotional items.
• Personalized or customized items.
• Products marked “Final Sale” or “Non-Returnable.”
• Items damaged through misuse, improper washing, alteration, or normal wear.

How to Request a Return

Before sending anything back, email support@elzavia.com with:

• Your order number.
• The item you wish to return or exchange.
• The reason for the request.
• Clear photos of the item, its tags, and packaging.

If your request is approved, we will provide return instructions and the authorized return address. Items returned without prior authorization may not be accepted.

Authorized return address:

Please do not send returns to the address shown on the original shipping label unless instructed by our support team.

Return Shipping

Unless the product is defective, damaged on arrival, or incorrect due to our error, customers are responsible for return shipping costs.

We recommend using a tracked shipping service. Elzavia is not responsible for return packages lost or damaged in transit.

Original shipping charges, express shipping fees, customs duties, taxes, and return shipping costs are non-refundable unless required by law or the return resulted from our error.

Exchanges

Eligible items may be exchanged for another available size or color. Each order is limited to one exchange request.

Exchanges are subject to stock availability. If the requested replacement is unavailable, we may offer store credit or a refund.

Any price difference must be paid before the replacement is shipped.

Damaged, Defective, or Incorrect Items

Inspect your order after delivery. If your item arrives damaged, defective, or incorrect, contact support@elzavia.com within 7 days of delivery.

Please include your order number and clear photographs of the product, packaging, and shipping label. Once verified, we will provide an appropriate replacement, refund, or other resolution at no additional cost.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to post the refund.

If more than 15 business days have passed since your refund was approved, contact support@elzavia.com.

Order Cancellations

Contact us as soon as possible if you need to cancel or change an order. We cannot guarantee changes after an order has entered processing or has been shipped.

Statutory Consumer Rights

Nothing in this policy limits rights available under applicable consumer-protection law. Customers in the European Economic Area or other jurisdictions may have additional statutory cancellation or return rights.

For questions, contact support@elzavia.com.