Refund policy

Elvare – Returns & Refunds Policy

Hygiene Notice
For health and hygiene reasons, we cannot accept returns of toothbrushes or brush heads that have been opened, used, or removed from their sealed packaging, unless the product is faulty.

We do not accept returns or refunds for:

Change of mind
Opened or used products (including brush heads)
Normal wear of brush heads, which are consumable and should be replaced every 3 months
Damage caused by misuse, dropping, submerging the charger in water, or using non-Elvare chargers or accessories

Faulty or Damaged Products
If your toothbrush is faulty, damaged on arrival, or not as described, you're covered by our 30-Day Money Back Guarantee. Contact us within 30 days of delivery at supportelvare@gmail.com with:

Your order number
A description of the issue
Clear photos or video showing the problem (e.g. not charging, not powering on, weak vibration)

We'll assess your claim and offer a replacement or refund. For approved faulty claims, there is no restocking fee and we cover return shipping. In many cases we may not need the item back.

Wrong Item Received
If you receive the wrong item, contact us within 7 days of delivery. It must be unused and in its original sealed packaging.

Exchanges
We don't process direct exchanges. If your item is faulty, we'll send a replacement once your claim is approved.

Refund Process
Once your claim is approved, refunds are issued to your original payment method within 10 business days. Your bank may take additional time to process it. If more than 15 business days have passed since approval, contact us at supportelvare@gmail.com.

European Union – 14-Day Cancellation Right
For orders delivered to the EU, you may cancel within 14 days of delivery. Due to hygiene requirements, this applies only to products in their original, unopened, sealed packaging. You are responsible for return shipping costs.

Consumer Law
Nothing in this policy limits your rights under applicable consumer protection laws, including the Australian Consumer Law and EU regulations. Where required by law, we will repair, replace or refund products that are faulty or not as described.