Refund & Cancellation Policy

Last updated: August 25, 2026

1. Overview

We want you to be completely happy with your purchase of clothing or bags from Elyvora Fashion, operated by HONG KONG ZHUOBIAO XINGYUE TRADING LIMITED. This policy explains how you can cancel an order, return a product, and receive a refund or exchange.

If you are a consumer in the European Union or the United Kingdom, you benefit from a statutory 14-day withdrawal period under the EU Consumer Rights Directive / UK Consumer Contracts Regulations, as described below. Our standard return window is 30 days, which is more generous than the legal minimum.

2. Order Cancellations

• You may cancel an order free of charge at any time before it has been dispatched. Please contact us as soon as possible with your order number.
• If your order has already been dispatched, it can no longer be cancelled. Please follow the return procedure in Section 4 instead.
• Cancelled orders will be refunded in full to your original payment method within 5–10 business days.

3. Return Window

• Standard returns: you have 30 days from the date of delivery to request a return.
• EU/UK statutory right of withdrawal: if you are a consumer in the EU or UK, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason, and receive a full refund including standard delivery costs.
• The 30-day standard window covers the statutory right in all cases, so EU/UK customers have more time than the legal minimum.

4. How to Start a Return

1. Email our customer service team at [email protected] within the return window, quoting your order number and the item(s) you wish to return.
2. We will reply within 1–2 business days with return instructions and the return address.
3. Pack the item(s) securely in their original packaging (or equivalent protective packaging), with all tags and accessories attached.
4. Ship the parcel back to us using a trackable shipping method and keep the tracking number as proof of return.

5. Conditions for a Return

To be eligible for a refund or exchange, items must:

• Be returned within the applicable return window.
• Be unworn, unwashed, undamaged, and in their original condition.
• Have all original tags, labels, and packaging included.
• Not show signs of use, perfume, makeup, or other marks.

We reserve the right to reject returns that do not meet these conditions or to deduct a restocking fee equivalent to the reduction in value of the goods.

6. Non-Returnable Items

For hygiene, safety, and product integrity reasons, the following items cannot be returned unless they are faulty or damaged upon arrival:

• Custom-made, personalised, or made-to-order items.
• Intimate apparel and swimwear (for hygiene reasons).
• Gift cards and downloadable/digital products.
• Items marked as "Final Sale".

7. Refunds

• Once we receive and inspect your returned item(s), we will notify you of the status of your refund.
• Approved refunds are issued to your original payment method within 5–10 business days after the returned item is received and inspected.
• For EU/UK statutory withdrawals made within the 14-day period, the refund will include the standard delivery cost paid at checkout (not expedited shipping surcharges).
• Refund processing time by your bank or payment provider may take a few additional days to appear in your account.
• Return shipping costs are the responsibility of the customer, except where the item is faulty, damaged, or incorrect (see Section 9).

8. Exchanges

We are happy to exchange an item for a different size or colour, subject to stock availability. To request an exchange, please contact us within the return window. If the replacement item is of higher value, the price difference must be paid before dispatch. Where possible, we recommend returning the original item for a refund and placing a new order, which is usually faster.

9. Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged in transit, or not what you ordered, please contact us within 7 days of delivery with your order number, a description of the issue, and clear photos. We will investigate and offer a full refund or replacement, including reimbursement of reasonable return shipping costs.

10. Lost or Delayed Refunds

If you have not received your refund within the expected time:

• Check your bank account and payment provider statement again.
• Contact your bank or card issuer — there is often a processing delay before a refund is posted.
• If you have done both and still have not received the refund, please contact us and we will assist you.

11. Contact Us

• Email: [email protected]
• Registered Business Name: HONG KONG ZHUOBIAO XINGYUE TRADING LIMITED
• Office Address: UNIT 05, 12/F THE CLOUD NO.111 TUNG CHAU STREET TAI KOK TSUI HK