Exchange and Returns Policy
Need a different size? Changed your mind?
No worries, we’ve made returns and exchanges simple, transparent, and hassle-free.
We offer returns and exchanges within 7 days from the date of delivery.
Once your request is approved, you will receive a confirmation via email, and the pickup will be scheduled within 24–48 hours.
How to Initiate a Return or Exchange
To begin your return or exchange, please visit: 🔗 https://elvnactive.com/apps/return_prime
Please keep the following handy:
- Mobile Number / Email Address
- Order ID
Enter your details and select the item(s) you'd like to return or exchange. You'll be guided through the steps directly on the portal.
Exchange Policy
One-Time Free Exchange
Each order is eligible for one free exchange (size or product).
Eligibility Criteria
To qualify for an exchange:
- Items must be unused, unwashed, and undamaged
- No stains, perfume, makeup, or deodorant marks
- All original tags and packaging must be intact
Product Availability
- Exchanges are subject to stock availability
- If the requested item is unavailable, store credit will be issued
Price Difference
- If the exchanged product is of lower value, the difference will be issued as store credit
- Example: If you purchased for ₹3000 and exchanged for ₹2800, ₹200 will be credited as store credit
Return Policy
Return Fee
A flat fee of ₹150 per order will be charged for returns.
This covers reverse shipping and will be deducted from your refund, regardless of the number of items returned.
Refund Options
You can choose:
-
Store Credit, or
-
Refund to the original payment method
Refund Timeline
- Refunds are processed within 5–7 working days after the product passes quality check at our warehouse
- It may take additional time for the amount to reflect based on your bank or payment provider
Pickup & Reverse Shipping Rules
Reverse Pickup
- Arranged only for serviceable pin codes
Non-Serviceable Areas
- Customers will be required to self-ship the product to our warehouse
Pickup Attempts
- A maximum of 2 pickup attempts will be made
- If unsuccessful, the request will be cancelled
Single Pickup Rule
- All items from the same order must be returned/exchanged together in one pickup
General Conditions
- Damaged or defective items must be reported within 48 hours of delivery
- Requests must be raised within 7 days of delivery
- We reserve the right to deny returns/exchanges if items fail quality checks or policy conditions
- Products sent without an approved request will not be accepted or refunded
- Orders can be cancelled within 2 hours of placing the order; post that, cancellation is not possible
- After dispatch/delivery, requests will be handled as per this policy
