Refund Policy

REFUND POLICY

This Refund and Return Policy outlines the terms and conditions under which refunds, returns, and cancellations are handled for purchases made from Brand capital group LLC doing business as Elliavy (“we”, “us”, or “our”) through our website (the “Site”).

1. RETURN ELIGIBILITY & WINDOW

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging.

  • You must provide a receipt or valid proof of purchase (e.g., your order confirmation email or order number).

2. NON-RETURNABLE & EXEMPT ITEMS

Certain types of items cannot be returned:

  • Perishable goods (such as food, flowers, or plants);

  • Customized or personalized products (such as special orders or personalized items);

  • Personal care goods (such as beauty, hygiene, or health products);

  • Hazardous materials, flammable liquids, or gases;

  • Gift cards and downloadable digital items;

  • Items purchased on final clearance/sale.

3. HOW TO START A RETURN

To initiate a return, you must contact our customer support team first:

  1. Submit a Request: Email us at support@elliavy.com with your order number, reason for return, and clear photos/videos if the item is defective or damaged.

  2. Review & Instructions: If your return is accepted, we will provide you with the return shipping address and detailed instructions on how and where to send your package.

  3. Return Shipment: Items sent back to us without first requesting a return will not be accepted.

Note on Shipping Costs: Unless the return is due to an error on our part (defective, damaged, or incorrect item received), the customer is responsible for paying the return shipping costs. Shipping costs are non-refundable.

4. DAMAGES, DEFECTS, AND ISSUES

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong product, contact us immediately at support@elliavy.com within 48 to 72 hours of delivery. Include photos showing the damage/defect so we can evaluate the issue and arrange a replacement or refund promptly at no extra cost to you.

5. EXCHANGES

The fastest way to ensure you get what you want is to return the item you have (once your return is accepted), and make a separate purchase for the new item once the return is processed.

6. ORDER CANCELLATIONS

  • Before Shipment: If you wish to cancel or modify your order, please contact us immediately at support@elliavy.com. We will do our best to accommodate your request before the order is processed and fulfilled.

  • After Shipment: Once an order has been fulfilled or shipped, it cannot be canceled. You will need to wait to receive the package and follow the standard return process.

7. REFUND PROCESS & TIMELINE

Once we receive and inspect your returned package:

  1. Inspection Notification: We will notify you via email of the approval or rejection of your refund based on item condition.

  2. Refund Issuance: If approved, your refund will be processed automatically to your original method of payment within 5 to 10 business days.

  3. Processing Delays: Please note that it may take additional time for your bank or credit card company to process and post the refund to your statement.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@elliavy.com.

8. CONTACT US

For any questions regarding returns or refunds, please reach out to:

  • Company Name: Brand capital group LLC

  • Store / Trade Name: Elliavy

  • Address: 5203 Juan Tabo Boulevard, Albuquerque, New Mexico, USA

  • Support Email: support@elliavy.com