Exchange and Returns Policy
Need a different size? Changed your mind? Here is how returns and exchanges work at ELVN, for orders shipped within India and orders shipped internationally.
India Orders
We offer returns and exchanges within 7 days from the date of delivery. Once your request is approved, you will receive a confirmation email, and pickup will be scheduled within 24 to 48 hours.
How to Initiate a Return or Exchange
Visit https://elvnactive.com/apps/return_prime and have the following handy:
- Mobile number or email address
- Order ID
Enter your details, select the item(s) you would like to return or exchange, and you will be guided through the steps directly on the portal.
Exchange Policy
One Time Free Exchange Each order is eligible for one free exchange, for size or product.
Eligibility criteria To qualify for an exchange, items must be unused, unwashed, and undamaged, with no stains, perfume, makeup, or deodorant marks, and all original tags and packaging intact.
Product availability Exchanges are subject to stock availability. If the requested item is unavailable, store credit will be issued instead.
Price difference If the exchanged product is of lower value, the difference is issued as store credit. For example, if you purchased an item for ₹3000 and exchanged it for one worth ₹2800, ₹200 will be credited as store credit.
Return Policy
Return fee A flat fee of ₹150 per order is charged for returns. This covers reverse shipping and is deducted from your refund, regardless of how many items are returned.
Refund options You can choose store credit or a refund to your original payment method.
Refund timeline Refunds are processed within 5 to 7 working days after the product passes quality check at our warehouse. It may take additional time for the amount to reflect, depending on your bank or payment provider.
Pickup and Reverse Shipping Rules
- Reverse pickup is arranged only for serviceable pincodes
- In non serviceable areas, customers will need to self ship the product to our warehouse
- A maximum of 2 pickup attempts will be made. If both are unsuccessful, the request will be cancelled
- All items from the same order must be returned or exchanged together in a single pickup
General Conditions (India)
- 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 or 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. After that, cancellation is not possible
- After dispatch or delivery, requests are handled as per this policy
International Orders
All international orders are considered final sale. We do not offer returns, exchanges, or refunds on products shipped outside India.
We strongly recommend using the Find My Size feature on every product page, which delivers over 95 percent size accuracy, and reviewing product descriptions, size charts, and measurements carefully before placing your order.
Damaged or Incorrect Products
In the unlikely event that you receive a damaged product, a defective product, or an incorrect item, contact our support team within 48 hours of delivery at support@elvnactive.com or WhatsApp us at +91 9892836850.
To help us resolve this quickly, please share:
- Your order number
- Clear photographs of the product
- Images of the outer packaging
- A complete unboxing video recorded without pauses or edits
Once verified, we will issue store credit for the affected item. Claims raised after 48 hours of delivery may not be accepted.
Frequently Asked Questions
Can I return or exchange an international order? No. International orders are final sale. Use the Find My Size feature and review size charts carefully before ordering, since returns and exchanges are only available within India.
Is there a fee for returns within India? Yes, a flat ₹150 per order covers reverse shipping and is deducted from your refund.
How many free exchanges do I get on an India order? One free exchange per order, for size or product, subject to stock availability and the eligibility criteria above.
What if my area is not serviceable for pickup? You will need to self ship the item to our warehouse. The return fee still applies.
What happens if I received a damaged or wrong item? This applies to both India and international orders. Report it within 48 hours of delivery with your order number, product photos, packaging photos, and an unedited unboxing video, and we will issue store credit once verified.
Contact Us
For any questions about returns or exchanges:
WhatsApp: +91 9892836850 Email: support@elvnactive.com
Our team responds within 24 hours.
