Refund policy

Returns, Refunds & Product Claims

Last updated: March 2026

At Elvia Group, we are committed to supplying high-quality, compliant products and providing reliable service to our clients. This Returns, Refunds & Product Claims Policy outlines the conditions under which product claims, replacements, and refunds may be considered.

 1. Scope

This policy applies to all purchases made directly from Elvia Group Ltd by business customers, institutions, and authorized partners.

Due to the nature of hygiene, medical, and consumable products, product claims are subject to strict quality and safety requirements.

Elvia Group operates as a procurement intermediary and coordinating supplier. Products may be manufactured, stored, and shipped directly by approved third-party manufacturers or distribution partners.

Shipping timelines, packaging, and delivery conditions may therefore be subject to the manufacturer’s logistics processes. 

2. Eligibility for Product Claims

Product claims may be accepted under the following circumstances:

• The product is faulty upon delivery
• The product was damaged during transit
• The incorrect product was supplied
• The product does not match the confirmed order specification

To be eligible for a claim:

• The issue must be reported within 7 calendar days of delivery
• The product must be unused and in its original packaging where possible
• The product must remain in resalable condition
• Proof of purchase must be provided
• Supporting photographs or documentation may be requested

For hygiene, medical, or personal care products, claims will not be accepted where packaging has been opened, tampered with, or used, except where the product is defective. 

3. Non-Returnable Items

The following items are not eligible for return or replacement unless faulty:

• Opened or used hygiene products
• Opened disinfectants, wipes, or medical consumables
• Customized or special-order products
• Clearance or end-of-line items
• Products damaged due to improper handling or storage after delivery

4. Product Claim Process

If you believe a product supplied by Elvia Group is defective, damaged, or incorrect, please contact our team before taking any further action.

Email: simon@elviagroup.com

Please include:

• Order number
• Company name
• Description of the issue
• Supporting photographs or documentation (where applicable)

Customers should not ship products back without prior authorization.

Elvia Group will review the claim and coordinate directly with the relevant manufacturer or supplier to determine the appropriate resolution.

Where required, the manufacturer or supplier may arrange:

• product inspection
• replacement supply
• collection of goods
• additional investigation

5. Inspection and Claim Approval

Where applicable, products subject to a claim may be inspected by Elvia Group, the manufacturer, or an authorized logistics partner.

Elvia Group reserves the right to reject claims that do not meet the eligibility criteria outlined in this policy.

6. Refunds or Replacements

If a product claim is approved, Elvia Group may, at its discretion and in coordination with the manufacturer or supplier, offer:

• a replacement product
• a credit note
• a partial or full refund

Refunds will be issued to the original payment method where possible.

Refund processing time may take up to 14 business days following claim approval and resolution with the supplier.

Shipping and handling costs are generally non-refundable, except where the issue resulted from an error by Elvia Group or the supplier.

7. Product Collection

Where goods must be returned for inspection or replacement, Elvia Group or the relevant supplier will provide specific instructions for collection or return logistics.

Customers should not ship goods to Elvia Group unless explicitly instructed to do so.

Unauthorized returns may not be accepted.

7.1 Return Address Notice

Elvia Group’s registered office and administrative addresses listed on this website or in company documentation are not product return locations.

Products must not be shipped to these addresses unless explicitly authorized in writing by Elvia Group.

Where a product claim requires return or inspection of goods, Elvia Group or the relevant manufacturer or supplier will provide specific return instructions and the appropriate return location.

Unauthorized shipments to company addresses may be refused or returned to sender.

8. Manufacturer Warranties

Certain products supplied by Elvia Group may be covered by manufacturer warranties.

Warranty terms, limitations, and coverage are determined by the manufacturer.

Elvia Group acts as a distributor or procurement intermediary and does not provide independent product warranties unless explicitly stated in writing.

Where applicable, warranty claims may be referred to the relevant manufacturer.

9. Order Cancellations

Orders may be canceled only if they have not yet been dispatched or entered production.

Once an order has been shipped, it will be subject to this Returns, Refunds & Product Claims Policy.

Custom, bulk, or special-order products may not be eligible for cancellation once production or procurement has begun.

10. Damaged or Missing Items

If an order arrives damaged, incomplete, or incorrect, customers must notify Elvia Group within 48 hours of delivery.

Reports should include supporting photographs where possible.

Failure to report issues within this timeframe may affect eligibility for a claim.

11. Supply Chain Delays

Elvia Group works closely with manufacturers, suppliers, and logistics partners to ensure reliable delivery.

However, certain delays may occur due to circumstances outside our control, including:

• manufacturing delays
• transportation disruptions
• customs clearance processes
• supplier shortages
• global supply chain events

Where such circumstances arise, Elvia Group will make reasonable efforts to communicate updates and assist in resolving the situation promptly.

12. Contact Information

For product claims, refunds, or order-related inquiries, please contact:

Elvia Group Ltd

Email: simon@elviagroup.com

Our team will respond as promptly as possible to resolve your inquiry.

Registered in England & Wales
Company No: 17052557

Registered Office
71–75 Shelton Street
London
WC2H 9JQ
United Kingdom

US Office
5101 Santa Monica Blvd
Suite 8
Los Angeles, CA 90029
United States