Return window
Eligible unused items may generally be returned within 30 days of receipt.
Before sending anything back
Please contact our team first so we can confirm eligibility and provide return instructions.
Defective items
Damaged, defective, or incorrect items may qualify for a free resolution when reported promptly.
This page explains how returns, refunds, and exchanges are handled, including common scenarios, timelines, and the steps to start a request.
Quick note: Return eligibility depends on item condition, timing, and order circumstances. Please contact support before sending any item back.
1. Return Scenarios & Conditions
| Scenario |
Window |
Resolution |
Cost to You |
Quality Issues / Shipping Damage
Provide order number, description, and clear photos/videos of the damage. Retain original packaging. |
Within 7 days of receipt |
Free refund, exchange, or repair |
$0 |
Wrong or Missing Items
Document with photos and keep original packaging for verification. |
Within 7 days of receipt |
Prompt replacement or full refund |
$0 |
Incorrect Delivery Address (Customer Error)
Contact us to arrange reshipment or return assistance. |
Anytime |
Reshipment or refund upon return |
20% return shipping fee or redelivery costs |
Changed Mind / Unsatisfied (Non-Defective)
Item must be unused, unassembled, and in original condition with packaging intact. |
Within 30 days of receipt |
Refund or exchange after inspection |
20% return shipping fee + $59 repackaging fee (waived if packaging is intact) |
Provide order number, description, and clear photos/videos of the damage. Retain original packaging.
Window: Within 7 days of receipt
Resolution: Free refund, exchange, or repair
Document with photos and keep original packaging for verification.
Window: Within 7 days of receipt
Resolution: Prompt replacement or full refund
Contact us to arrange reshipment or return assistance.
Window: Anytime
Cost: 20% return shipping fee or redelivery costs
Item must be unused, unassembled, and in original condition with packaging intact.
Window: Within 30 days of receipt
Cost: 20% fee + $59 repackaging (waived if packaging intact)
2. Non-Returnable Items
The following items are not eligible for return or exchange under any circumstances:
- Clearance or final sale items
- Customized or made-to-order products
- Items purchased offline or through third-party retailers
- Items explicitly labeled "Non-Returnable"
- Assembled, disassembled, or used items
3. How to Initiate a Return or Exchange
- Email us at supportingcenter@eilveiaan.com with your order number and reason for return.
- Attach clear photos or videos if the item is damaged or incorrect.
- Our team will review your request and provide a Return Merchandise Authorization (RMA) number within 1–3 business days.
- Repack the item securely (in original packaging whenever possible) and ship it using the instructions provided.
- Once we receive and inspect the item, we will process your refund or exchange.
4. Refund Timeline
After we receive and inspect your returned item, refunds are issued to your original payment method:
- PayPal: Appears in your account immediately upon processing.
- Credit Cards & Digital Wallets: 5–7 business days to process; additional time may be required for your bank to reflect the credit.
You will receive an email confirmation once your refund has been issued.
5. Important Notes
- EILVEIAAN is not liable for labor costs or project delays resulting from shipment issues.
- Return shipping fees help offset handling, inspection, repackaging, and restocking costs.
- We recommend using a trackable shipping method when sending items back — we are not responsible for items lost in transit.
- Items returned without prior authorization may be refused or subject to additional fees.
