Returns and complaints

Elvarisa — contact

The shop operates under the Elvarisa brand. For matters related to purchases and customer service, please write to support@elvarisa.com.

Withdrawal from an online purchase

If you are purchasing as a consumer, you generally have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason. For a single order delivered in separate shipments, the period starts from the receipt of the last item. It is sufficient to send a statement before the period expires.

Send your statement to support@elvarisa.com or by post to the seller's address. You may use our withdrawal form, but it is not mandatory. The notification does not require our prior consent.

Returning goods

Return the goods no later than 14 days after notifying us of your withdrawal to the return address that we will provide via email after you contact support@elvarisa.com. Requesting an address is for shipping organization purposes and is not a request for consent to withdraw from the contract. In the case of a standard withdrawal, the direct cost of return is borne by the customer, provided we informed them of this before the purchase. The cost of returning defective or incorrectly delivered goods is borne by the seller. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, within the limits of the law.

Refunds

We will refund your payment, including the cost of the cheapest standard delivery available at the time of purchase, no later than 14 days from receiving your statement. We may withhold the refund until we have received the goods or proof of their return, whichever occurs first. The refund will be made using the same payment method, unless you expressly agree to another method, at no extra cost. The time for the funds to appear in your account depends on your bank or payment provider.

Opened packaging

Simply opening the packaging does not automatically result in the loss of the right of return. The exception for sealed goods that cannot be returned for health protection or hygiene reasons after being unsealed applies only if the conditions provided by law are met.

Damaged or non-conforming goods

Report the issue to support@elvarisa.com. Describe what happened and provide proof of purchase; a receipt is not the only acceptable proof. Photos may be helpful but are not a condition for accepting a complaint.

The seller is liable for any lack of conformity that becomes apparent, as a general rule, within 2 years of the delivery of the goods. You may request repair or replacement, or, in cases provided for by law, a price reduction or withdrawal from the contract. In the case of a significant non-conformity, you may be entitled to further remedies immediately. Legitimate complaint costs are borne by the seller. We will respond to your complaint within 14 days; failure to respond means it has been accepted, where required by law.

Additional rights

See also our 90-day money-back guarantee. It does not replace your statutory rights. This protection also applies to business customers if the applicable regulations grant them consumer rights for a given purchase.

90-day money-back guarantee

This additional guarantee gives you time to test the product. It does not limit your right to withdraw from the contract or file a complaint.

Additional guarantee terms

• Guarantor: Elvarisa.
• Scope: The first Elvarisa order from our official shop, even if the bottle has been opened or emptied.
• Notification period: 90 days from the delivery of the order.
• You will receive return instructions and the return address after contacting support@elvarisa.com.
• Refund processing time: we initiate the refund within 1 business day of approving the request. The time for the funds to appear depends on your bank. This does not extend the statutory refund deadlines.

How to use it?

Write to support@elvarisa.com, providing your order number and stating that you are using the 90-day guarantee. We do not require proof of illness or veterinary documentation. The refund is made via the same payment method, unless we agree on a different method with you at no extra cost.

We do not make the acceptance of your request dependent on publishing reviews, changing ratings, or waiving consumer rights. This is a money-back promise, not a guarantee of specific health outcomes.

Withdrawal form

You may use the template below or write your own statement. You do not need to state the reason for the withdrawal or obtain prior consent from the shop.

Statement template

Recipient: Elvarisa, support@elvarisa.com.

I hereby inform you of my withdrawal from the sales contract for the following goods: …

• Order number (if known): …
• Date of order / receipt: …
• Consumer's full name: …
• Consumer's address: …
• Contact email address: …
• Date: …
• Signature (only for paper forms): …

Send the statement to the provided email or address. Do not provide your full card number. Deadlines and return rules can be found in our refund and complaint policy.