Refund policy

REFUND & RETURNS POLICY

OUR 30-DAY GUARANTEE
If you are not satisfied with your Elevarix purchase, you may return it within 30 days of delivery for a full refund. For UK customers, we cover return postage.

YOUR STATUTORY RIGHTS
Under the Consumer Contracts Regulations 2013, you have 14 days from the day after delivery to cancel your order for any reason. Our 30-day window extends this statutory right.

HOW TO RETURN
1. Email support@elevarixltd.co.uk with your order number and reason for return
2. We will email you a prepaid Royal Mail return label within 24 hours (UK only, Monday to Friday)
3. Pack the device in its original packaging with all accessories
4. Drop the parcel at any Royal Mail Post Office
5. Refund processed within 5 working days of receipt, to your original payment method

CONDITIONS
- Device must be returned with all original accessories (charging cable, conductive gel if supplied, storage pouch, instruction manual)
- Hygiene seals on any consumable products must be intact
- Returns must be initiated within 30 days of delivery date

NON-RETURNABLE ITEMS
- Used or opened consumable products (e.g., conductive gel with broken hygiene seal) — unless the product is faulty

FAULTY OR DAMAGED ITEMS
If your item arrives faulty or damaged, contact us within 48 hours of delivery with photos. We will replace or refund in full, including all postage costs.

EU AND INTERNATIONAL RETURNS
For EU and international customers, returns are accepted within 30 days but customers are responsible for return postage. We recommend a tracked service. Original outbound shipping costs are non-refundable for international orders unless the item is faulty.

EXCHANGES
We do not offer direct exchanges. To exchange a product, return the original for a full refund and place a new order.

CONTACT
Email: support@elevarixltd.co.uk
Response time: within 24 hours, Monday to Friday
Elevarix Ltd · Company No. 17043987 · 128 City Road, London, EC1V 2NX, United Kingdom