1. Your consumer rights
This policy explains how to contact elvarolab about a return, refund, replacement or order issue involving supplements, face care, body care, hair care, cosmetics and men’s grooming products.
Your statutory rights are not limited by this policy. Nothing here excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including Australian Consumer Law guarantees where applicable and mandatory protections that apply in other locations.
Change-of-mind conditions are separate from rights concerning faulty, unsafe, damaged, incorrectly supplied or misdescribed goods. A change-of-mind deadline or hygiene restriction does not automatically remove a statutory remedy.
2. How to request assistance
Contact us through our Contact Us page. Include your order number if available, the product name, a description of the issue and the outcome you are seeking.
We may ask for reasonable proof of purchase. This can include an order confirmation, receipt or another record showing that the product was purchased from us. Photos may help explain damage or a packing error, but we will consider other available evidence.
Do not send passwords, full payment card details or unnecessary sensitive medical information.
3. Damaged, faulty or incorrect products
If an item is damaged, defective, unsafe, significantly different from its description or not what you ordered, contact us so we can investigate and provide an appropriate remedy under applicable law.
The appropriate remedy may include a refund, replacement or another solution depending on the issue and your legal rights. We will not require you to accept store credit where you are legally entitled to a monetary refund.
Contacting us promptly helps us investigate, but a request is not automatically rejected merely because a short reporting period has passed. Original packaging may be helpful, but its absence does not automatically remove statutory rights.
4. Change-of-mind returns
These arrangements apply to voluntary change-of-mind returns, not to remedies required by consumer law.
Whether change-of-mind returns are accepted: [State your actual policy]
Request period and when it starts: [Enter the number of days and whether measured from delivery or another event]
Time allowed to send an accepted return: [Enter the return dispatch deadline]
Item condition and exclusions: [State the requirements and any exclusions for voluntary returns]
Any voluntary exclusions must be disclosed before purchase and do not exclude rights that cannot lawfully be excluded.
5. Opened supplements & personal care
For supplements, cosmetics and personal care products, any conditions about seals, opening or use apply only to the extent permitted by law and must distinguish voluntary returns from product faults.
Opened-product change-of-mind conditions: [State the actual eligibility or exclusion rules for opened supplements, cosmetics and care products]
We do not apply a blanket “no refunds on opened products” rule to deny a remedy that consumer law requires. If your concern relates to a product defect or safety issue, explain the issue when contacting us.
6. Return instructions & address
Contact us for return instructions before sending an item where reasonably possible. This helps us identify your order, confirm the destination and explain any label or collection arrangements. The instructions do not override statutory rights.
Returns address: [Enter the correct returns address, or explain the actual process used to provide the destination for each return]
Pack any returned item securely and keep proof of posting. If an item is leaking, damaged or potentially unsafe to transport, ask us for instructions before attempting to send it.
7. Return shipping & charges
We will cover or reimburse reasonable return costs when required by applicable consumer law. Contact us to discuss available return arrangements and keep evidence of costs you incur.
Shipping cost for voluntary returns: [State who pays]
Original delivery charge on voluntary returns: [State whether it is refunded]
Any voluntary return fee: [State “None”, or specify a lawful fee disclosed before purchase]
Fees, deductions or delivery-charge exclusions will not be used to reduce a remedy that applicable law requires.
8. How refunds are processed
Once a refund is confirmed, we will explain the amount and processing arrangements. Refunds will normally be made to the original payment method unless another lawful method is agreed or required.
Usual refund processing time: [Enter X–Y business days and specify the event that starts this period]
Your payment provider may take additional time to display the credit. Our administrative estimates do not extend any refund deadline imposed by applicable law. Contact us if a confirmed refund has not appeared within the timeframe we provided.
9. Bundles, offers & partial returns
Where a refund applies to one item in a discounted bundle or promotion, we will explain how the amount paid for that item is allocated and how the refund is calculated.
Any conditions for voluntary partial returns must be disclosed before purchase. We will not use undisclosed charges or promotional conditions to reduce your statutory rights.
Sale or discounted products are not automatically excluded from remedies for faults or other issues covered by applicable consumer law.
10. Order cancellations & subscriptions
If you want to cancel an order, contact us promptly with your order number. We will check its status and explain whether dispatch can be stopped and what options are available. Any statutory cancellation rights remain unaffected.
For subscriptions, use the management link supplied with your plan or contact us for assistance. Cancelling future recurring orders is separate from requesting a refund for an order already placed. Review the plan’s disclosed notice requirements and next billing date.
Subscription terms cannot remove any cancellation or refund rights that applicable law gives you.
11. Delayed or missing orders
If an order has not arrived or cannot be supplied as agreed, contact us so we can investigate and explain the available solution. Review our Shipping Policy for delivery information.
Where applicable law requires an option to cancel and receive a refund because of a shipment delay or non-supply, we will provide that option. We will not treat a carrier investigation as an automatic reason to deny a refund that is legally due.
12. Questions & complaints
For questions about a return or refund, use our Contact Us page and provide your order reference or other proof of purchase.
If you disagree with a proposed outcome, tell us why and include any relevant information so we can review the matter. You remain free to use any external complaint or dispute-resolution options available under applicable law.
You can also read our FAQs and Terms & Conditions.