Refund and Returns Policy

This policy explains how Elqaire handles returns, refunds, damaged products, incorrect items, and non-delivery issues for purchases made through Elqaire.com.

Contact details
PIVOLTA ECOMMERCE LTD
Dardanelion, 3 BLOCK 1, Flat/Office 301, Ypsonas, 4193, Limassol, Cyprus
Website: Elqaire.com
Email: Support@Elqaire.com

1. Before requesting a return

Please contact us before sending any item back. Returns sent without approval or to the wrong address may not be accepted, especially where supplier return locations differ by product.

2. EU right of withdrawal

Where EU consumer law applies, customers may have the right to withdraw from many online purchases within 14 days of receiving the goods. Some products may be excluded, such as customised items, sealed hygiene goods once opened, perishable items, or digital products after access begins where applicable.

3. Return condition

Returned items should be unused, clean, complete, and in their original packaging where reasonably possible. Accessories, labels, manuals, and any included parts should be returned with the product.

4. Items that may not qualify

• Products damaged through misuse, neglect, or accidental customer damage
• Items returned incomplete or heavily used
• Personalised or made-to-order products
• Sealed hygiene or health-related products that have been opened
• Perishable goods or products with a short shelf life
• Digital goods where delivery or access has already started, if applicable

5. Damaged, defective, or wrong items

If an item arrives damaged, defective, or different from what you ordered, contact Support@Elqaire.com as soon as possible. Please include your order number, a clear description, and photos or videos showing the issue. We may also ask for a photo of the parcel or shipping label.

6. Refund options

After reviewing a request, we may offer a replacement, refund, partial refund, store credit, or another solution depending on the issue and applicable law. Approved refunds are normally returned to the original payment method where possible.

7. Return shipping costs

For change-of-mind returns or withdrawal requests, customers may be responsible for return shipping costs unless applicable law requires otherwise. If the issue is caused by a confirmed fault, wrong item, or damage in transit, we will advise the appropriate return or resolution process.

8. Refund timing

Once a refund is approved, processing time may depend on your payment provider or bank. We cannot control the time taken by banks or card issuers after the refund is released.

9. Non-delivery

If an order appears lost or has not arrived after the expected delivery window, contact us with your order number. We will check tracking information and coordinate with the relevant fulfilment or delivery partner before confirming the available resolution.

10. How to contact us

To start a return or refund request, email Support@Elqaire.com and include your order number, the email used to purchase, the reason for the request, and any supporting photos or documents.