Return Policy

Last Updated: October 21, 2026

1. Our Return Commitment

ELVESSAOS wants customers to have a clear and practical way to raise concerns about their purchases. Eligible purchases may be submitted for return consideration within 180 calendar days after delivery, subject to the conditions in this Policy and any non-waivable rights under applicable law.

The 180-day period is the window for submitting a return request. It does not mean that a refund is automatic without review or that every type of item can be returned in every condition.

2. How to Request a Return

Before sending an item back, contact service@elvessaos.com and provide:

• Your order number.

• The name or description of the item.

• The reason for the return.

• Photographs or other information if the item is damaged, defective, incorrect, or materially different from its description.

Our customer support team will review the request and provide instructions. Please wait for return authorization and the designated return address before shipping the item.

Do not send products to the registered business address unless we specifically instruct you to do so.

3. Return Condition and Review

When reviewing a return, we may consider the item's condition, completeness, included components, signs of damage, product-specific care or hygiene considerations, and the reason for the request.

Please return the product with its components and packaging where reasonably available. If an item has been used, washed, damaged after delivery, or is missing components, contact us before sending it back so that we can explain how the condition may affect the available resolution.

Nothing in this Policy is intended to remove rights that cannot lawfully be excluded.

4. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, incorrect, or materially different from the product description, contact us with your order number and supporting photographs where possible.

We will review the issue and discuss an appropriate resolution, which may include a replacement, refund, return, or another remedy required by applicable law. Where the issue is attributable to our error or the product's condition on arrival, we will not improperly transfer the cost of correcting that issue to the customer.

Please retain the product and relevant packaging until we provide instructions, unless doing so would create a safety risk.

5. Return Shipping Costs

Return shipping costs are discussed and agreed on a case-by-case basis before a return is sent.

The outcome may depend on the reason for the return, the condition of the item, the delivery circumstances, and applicable consumer protection requirements. We will explain the proposed arrangement when approving the return.

If the return concerns a damaged, defective, incorrect, or materially misdescribed item, we will review the case and arrange an appropriate solution without improperly requiring the customer to bear costs caused by our error.

Please do not assume that a return shipment is free unless our team has confirmed the arrangement in writing.

6. Return Address

Our registered business address is not automatically a return warehouse.

After reviewing and approving a return request, customer support will provide the appropriate return destination and instructions. This process helps ensure that the item reaches the correct location and can be matched to the order.

Unauthorized shipments may be delayed or difficult to identify. Contact us first rather than sending a parcel to an address copied from a business registration document.

7. Refund Approval and Timing

Once a refund is approved, we will initiate refund processing within 7 business days.

Approved refunds are generally sent to the original payment method unless a different method is agreed upon or required by law. Your bank, card issuer, payment provider, or other financial institution may require additional time to post the funds after we initiate the refund.

The refund amount will be explained when the refund is approved, including any agreed treatment of shipping charges where applicable.

8. Order Cancellation

If you need to cancel an order, contact service@elvessaos.com as soon as possible and include your order number.

We will check whether the order has entered fulfillment or has already been dispatched. Cancellation may not be possible after fulfillment or dispatch. If the item has already shipped, you may submit a return request under this Policy.

Any cancellation or refund will be handled in accordance with applicable law and the actual status of the order.

9. Exchanges and Replacements

If you would prefer an exchange or replacement, explain this in your return request. Availability depends on inventory, the nature of the issue, and applicable requirements. We will confirm whether an exchange, replacement, refund, or another resolution is available.

10. Contact Information

For return or refund requests, contact:

ELVESSAOS Customer Support
Email: service@elvessaos.com
Phone: +852 3900 5890

Hours: Monday–Friday, 9:00 AM–6:00 PM China Standard Time (UTC+8), excluding weekends and Chinese public holidays.

ELVESSAOS is owned and operated by Shaanxi Xuanhuitian Technology Co., Ltd.

Registered Business Address:
1st Floor, Yunyin No. 1 Maternal and Infant Chain Store, at the Intersection of Xiying Road and Xi'an Road, Xiquan Subdistrict, Lintong District, Xi'an, Shaanxi, China.