Refund policy

At ELORVESSA, we want you to feel confident about your purchase. Because we sell women’s undergarments and hygiene-sensitive products, returns and exchanges are subject to strict eligibility conditions.

Please read this policy carefully before placing an order.


1. Return Request Period

You may request an eligible return or exchange within 30 days of receiving your order.

Submitting a request within 30 days does not automatically guarantee approval. Every request will be reviewed according to the product condition, product category and the eligibility requirements stated below.

To start a return or exchange request, contact us at:

Email: info@elorvessa.com
WhatsApp: +92 328 2057807

Please include:

  • Your order number
  • Customer name
  • Registered phone number
  • Reason for the return or exchange
  • Clear photographs or videos of the product, packaging and tags

Products sent back without prior approval from ELORVESSA will not be accepted.


2. Return Eligibility

To qualify for an approved return or exchange, the product must be:

  • Unworn and unused
  • Unwashed
  • In the same condition in which it was delivered
  • Free from stains, marks, odour, perfume, deodorant, makeup or bodily contact
  • Accompanied by its original tags and labels
  • Inside its original packaging
  • Complete with all accessories or promotional items supplied with it
  • Supported by a valid receipt, order confirmation or proof of purchase

Products that do not meet these requirements may be rejected and returned to the customer at the customer’s expense.


3. Hygiene-Sensitive and Non-Returnable Products

For hygiene and customer-safety reasons, the following products are generally non-returnable and non-exchangeable once delivered:

  • Panties, briefs, thongs and underwear bottoms
  • Period underwear or period-care products
  • Hosiery, stockings and similar close-contact garments
  • Breast tape, adhesive products and nipple covers
  • Opened personal-care or hygiene products
  • Products with removed or damaged hygiene seals
  • Products tried directly against the skin
  • Products showing signs of wear, washing, alteration or use

These restrictions do not apply where the item delivered is:

  • Defective
  • Damaged
  • Incorrect
  • Incomplete
  • Materially different from the product ordered

Bras, bralettes, bandeaus, nightwear and other eligible items may only be considered for return or exchange when they remain completely unworn, unused, unwashed and in their original condition.

For hygiene protection, we recommend trying eligible intimate garments over clean clothing without removing the tags or hygiene protection.


4. Damaged, Defective, Incomplete or Incorrect Items

Please inspect your parcel immediately after delivery.

If you receive a damaged, defective, incomplete or incorrect item, contact ELORVESSA within 48 hours of delivery.

You must provide:

  • Your order number
  • Clear photographs of the parcel
  • Clear photographs or video of the product
  • Photographs of the courier label
  • An unboxing video, where available
  • A description of the issue

Please keep the product, tags, packaging and courier packaging until the matter has been reviewed.

After verification, ELORVESSA may offer an appropriate solution, including:

  • Replacement
  • Exchange
  • Store credit
  • Partial refund
  • Full refund

The appropriate resolution will depend on the nature of the issue and product availability.

Claims may not be approved where damage was caused by misuse, incorrect washing, alteration, improper storage, normal wear and tear or failure to follow product-care instructions.


5. Exchanges

All exchanges require prior approval from ELORVESSA.

An exchange may be considered for an eligible product where:

  • The requested size or variant is available
  • The original product meets all return conditions
  • The exchange request is made within 30 days
  • The product is not excluded for hygiene reasons

Exchange Delivery Charges

For an approved exchange:

  1. The customer is responsible for the courier charges required to send the original product back to ELORVESSA.
  2. The customer is also responsible for the second delivery charges required to send the replacement product.
  3. Original delivery charges are non-refundable.
  4. The replacement product will only be dispatched after the returned product has been received, inspected and approved.
  5. Any price difference between the original and replacement product must be paid by the customer before dispatch.
  6. If the replacement product costs less, the remaining amount may be issued as store credit or handled according to the approved resolution.

Exchange charges may be waived where ELORVESSA confirms that the customer received an incorrect, damaged or defective product due to an error attributable to ELORVESSA.


6. Return Shipping

Do not send a product back until you have received return authorization and return instructions from ELORVESSA.

Approved returns must be sent to:

ELORVESSA Returns Department
[INSERT COMPLETE RETURN ADDRESS]
Karachi, Sindh, Pakistan
Phone/WhatsApp: +92 328 2057807

Unless the product was confirmed as incorrect, damaged or defective due to ELORVESSA’s error:

  • The customer must arrange and pay for return shipping.
  • ELORVESSA does not provide a prepaid return label.
  • The customer is responsible for safely packaging the returned product.
  • The customer should use a traceable courier service and retain the tracking receipt.
  • ELORVESSA is not responsible for a return parcel lost or damaged before it reaches us.

Courier charges paid directly to a delivery company are not controlled by ELORVESSA and are non-refundable.


7. Non-Refundable Delivery Charges

Original delivery charges are non-refundable, including where:

  • The customer changes their mind
  • The customer selects the wrong size, colour or product
  • An exchange is requested
  • The customer refuses delivery without an approved reason
  • Delivery fails because of an incorrect address or unavailable recipient
  • Free shipping was provided as part of a promotion and the return causes the order to fall below the promotional threshold

Where a customer returns part or all of an order, any applicable delivery or promotional shipping adjustment may be deducted from the approved refund.

This does not affect cases where ELORVESSA confirms that an incorrect, damaged or defective product was supplied.


8. Order Cancellation

Order-cancellation requests should be submitted as soon as possible.

An order may only be cancelled before it has been:

  • Confirmed
  • Processed
  • Packed
  • Dispatched
  • Handed over to the courier

Once an order has entered processing or dispatch, cancellation cannot be guaranteed.

Repeated refusal of verified Cash on Delivery orders may result in Cash on Delivery being restricted for future purchases.

Any payment-processing or delivery charges already incurred may be deducted where permitted and clearly communicated.


9. Sale and Promotional Items

Items marked as:

  • Final Sale
  • Clearance
  • Non-returnable
  • Non-exchangeable

cannot be returned or exchanged unless they are defective, damaged or incorrectly supplied.

Products purchased during a promotion remain subject to the eligibility and hygiene conditions in this policy.

Promotional discounts cannot be converted into cash.

Where a promotional item or free gift was included with the order, it may also need to be returned before a refund is approved.


10. Return Inspection

Once the returned product reaches ELORVESSA, it will be inspected.

Inspection may include verification of:

  • Product condition
  • Tags and labels
  • Original packaging
  • Hygiene seal
  • Signs of wear or washing
  • Stains, odour or damage
  • Product completeness
  • Order and courier details

We will notify you after the inspection and confirm whether the return, exchange or refund has been approved or rejected.

Inspection may take approximately 3 to 5 business days after the returned parcel is received.

Products that fail inspection may be returned to the customer. The customer will be responsible for the delivery charges required to send the rejected product back.


11. Refunds

Approved refunds will be processed after the returned item has been received and successfully inspected.

Prepaid Orders

For prepaid orders, approved refunds will normally be issued to the original payment method where technically possible.

Cash on Delivery Orders

Cash on Delivery refunds cannot be returned through the original cash-payment method.

Approved Cash on Delivery refunds may be issued through:

  • Bank transfer
  • Mobile wallet
  • Store credit
  • Another method agreed between the customer and ELORVESSA

The customer is responsible for providing complete and accurate refund-account details.

ELORVESSA will not be responsible for delays or losses caused by incorrect account information supplied by the customer.


12. Refund Processing Time

Once approved, ELORVESSA will generally initiate the refund within 7 to 10 business days.

Additional processing time may be required by:

  • Banks
  • Card issuers
  • Payment gateways
  • Mobile-wallet providers
  • Public holidays or banking closures

It may take additional time for the refunded amount to appear in the customer’s account after ELORVESSA has initiated it.

If more than 15 business days have passed since your refund was confirmed as processed, contact:

Email: info@elorvessa.com
WhatsApp: +92 328 2057807


13. Refund Deductions

Where applicable, the following amounts may be deducted from an approved refund:

  • Original delivery charges
  • Return shipping charges paid or arranged by ELORVESSA
  • Payment-gateway or transaction charges that are non-refundable
  • Promotional shipping adjustments
  • Missing product or accessory value
  • Damage caused by inadequate return packaging
  • Any amount already refunded, credited or compensated

No deduction will be applied unlawfully or without a reasonable basis.


14. Refund Method and Store Credit

Refunds will not normally be issued in cash at the customer’s doorstep.

Where agreed, a refund may be issued as ELORVESSA store credit.

Store credit:

  • Can only be used on ELORVESSA
  • Cannot normally be exchanged for cash
  • May be subject to an expiry date communicated at issuance
  • Cannot be transferred without approval


15. Items Lost During Return Shipping

The customer remains responsible for an approved return parcel until it has been received by ELORVESSA.

We strongly recommend:

  • Using a reputable courier
  • Selecting tracked delivery
  • Keeping the courier receipt
  • Photographing the product before packing
  • Photographing the sealed return parcel

ELORVESSA cannot approve a refund for a return parcel that does not reach us unless otherwise required by applicable law.


16. Policy Abuse and Fraudulent Claims

ELORVESSA reserves the right to reject a return, exchange or refund request where there is reasonable evidence of:

  • Product use or alteration
  • Tampered tags or hygiene seals
  • False damage claims
  • Product substitution
  • Repeated abusive returns
  • Fraudulent payment disputes
  • Manipulated photographs or documents
  • Misuse of promotional offers

We may restrict future purchases, Cash on Delivery or account access in cases of repeated misuse.


17. Customer Rights

Nothing in this policy is intended to remove any mandatory consumer right or legal remedy that cannot lawfully be excluded under applicable law.

Where a product is defective, incorrectly supplied or materially different from its description, the matter will be reviewed according to the circumstances, this policy and applicable consumer-protection requirements.


18. Contact Information

For return, exchange or refund assistance, contact:

ELORVESSA Customer Care
Email: info@elorvessa.com
Phone/WhatsApp: +92 328 2057807
Website: https://elorvessa.com
Business Location: Karachi, Sindh, Pakistan

Please do not send a return parcel without receiving approval and the complete return address from ELORVESSA.