Refund policy

By placing an order through elvinostep.com, you agree to the terms outlined below. These policies are designed to ensure that you understand our refund and return procedures.

• Return & Exchange Window: 30 days from the date you receive your order.
• Return Costs: Free for issues caused by us (e.g., defects or incorrect items). Otherwise, return shipping may apply.
• Refund Processing Time: 1–3 business days after approval.

1. 30-Day Return Window

At Elvinostep, we want you to be fully satisfied with your purchase. You have the right to return your order within 30 days of receiving your products.

To be eligible for a return:

• The item must be unused and in its original condition
• The item must be returned in its original packaging
• Proof of purchase must be provided

2. Return Process

• 1. Contact Us: Email us at support@elvinostep.com with your order number and the reason for your return. Our team will provide you with return authorization and return instructions.
• 2. Pack Your Item: Carefully repack the item in its original packaging, including all accessories, tags, and documents where possible.
• 3. Send It Back: Ship your return using the instructions provided in your return authorization email.

3. Refunds Process

Inspection:
Once we receive your return, we will inspect the item to ensure it meets our return conditions. Inspection is usually completed within 1 business day.

Refund Timing:
After approval, your refund will be issued to your original payment method. Please allow 1–3 business days for the funds to appear, depending on your bank or payment provider.

Refund Method:
Refunds are issued only to the original payment method used at checkout. We cannot process refunds to alternative accounts. The full purchase price of the returned item will be refunded.

4. Return Costs

Change of Mind / Incorrect Size:
If you return an item due to a change of mind or incorrect size selection, you are responsible for arranging and covering the return shipping cost. Pre-paid return labels are not provided for non-fault returns.

Defective or Incorrect Items:
If your item is faulty, damaged in transit, or incorrect, there will be no cost to you. We will provide a pre-paid return label and cover the full return shipping cost.

Please use a tracked shipping service when returning your item, as we are not responsible for lost return parcels.

5. Late or Missing Refunds

If you have not received your refund, please follow these steps:

1. Check your bank or payment account.
2. Contact your payment provider, as processing delays may occur.
3. If all steps have been completed and the refund has not arrived, contact us at support@elvinostep.com.

6. Exchanges

Exchanges:
We offer exchanges for eligible items. If you would like a different size or model, please contact our customer service team to receive return instructions before sending the item back.

Exchange Fees:
No exchange fees are charged. Customers are responsible for the cost of returning the original item. Once the return has been received and inspected, we will ship the replacement item free of charge.

7. Orders Not Received

If your order has not arrived within 30 days of purchase, please contact our support team for assistance.

If your order is not delivered within 30 days due to shipping delays, you will be eligible for a full refund.

Return Address

To ensure efficient processing, all approved returns should be sent to our UK return facility:

Recipient: Elvinostep
Address: 3 Gladstone Mews, London NW2 6JR, United Kingdom

Contact Us

• Email: support@elvinostep.com
• Tel: +44 7957 596741
• Address: 3 Gladstone Mews, London NW2 6JR, United Kingdom

Customer Service Hours (GMT)

• Mon – Fri: 9:00 AM – 6:00 PM