Refund policy
Because our products are consumable dietary supplements, we cannot accept returns of opened or used items. This is for the safety and protection of all our customers.
Returns we can accept
We accept returns only when the item is:
- Unopened and unused, with the manufacturer's safety seal fully intact
- In its original packaging
- Requested within 30 days of delivery
You must contact us for a return authorization before sending anything back. Packages returned without prior authorization may not be accepted or refunded.
How to start a return
Email us at hello@elixva.com with your order number and the reason for your return. We'll confirm whether your item is eligible and send you return instructions, including where to ship it.
Return shipping
For eligible sealed returns, the buyer is responsible for return shipping costs and for the item until it reaches our warehouse. We recommend a tracked, insured shipping method, as we cannot process a refund for a return we do not receive.
Refunds
Once your return arrives at our warehouse, we will inspect and verify it (seal intact and unused). After verification, we will issue your refund to the original payment method within 5–10 business days. Original shipping charges are non-refundable. You'll receive an email confirmation once your refund has been processed. Please allow additional time for your bank or card issuer to post the refund.
Damages and issues
Please inspect your order upon reception and contact us immediately at hello@elixva.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photos of the item and packaging (within 7 days of delivery). We'll arrange a free replacement or a full refund at no cost to you — no return shipping required unless we ask.
Items that cannot be returned
- Opened or used products
- Products with a broken or missing safety seal
- Free gifts and samples
- Gift cards
- Final-sale or clearance items
Order changes and cancellations
We process orders quickly. If you need to change or cancel an order, contact us as soon as possible — we can only make changes before the order has shipped. Once shipped, our return policy applies.
Incorrect shipping address
Please double-check your shipping address at checkout. Orders returned to us due to an incorrect or incomplete address can be reshipped at the buyer's cost, or refunded less original shipping.
Questions or a problem?
If anything is wrong with your order, please contact us first at hello@elixva.com — we're committed to making it right, and we can almost always resolve issues faster than a payment dispute.