Refund policy

We want you to feel confident when buying from Elvarn. This policy explains how cancellations, returns, damaged or faulty products and refunds are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

30-Day Returns

For most products, Elvarn offers a 30-day return period.

Your statutory cancellation rights during the first 14 days after delivery are explained separately below. For voluntary change-of-mind returns requested between 15 and 30 days after delivery, additional eligibility conditions apply.

To request a return, please contact:

Email: elevate@elvarn.co

Please include:

• Your full name
• Your order number
• The product you wish to return
• Details of your return request
• Photographs of the product and packaging where reasonably requested

Returns must be approved before products are sent back or collection is arranged. Please do not send products directly to the manufacturer, supplier or any address other than the return address or collection location provided by Elvarn.

Change-of-Mind Returns: Days 15-30

This additional returns policy gives you the opportunity to request a change-of-mind return between 15 and 30 days after receiving your order.

To qualify under this voluntary returns period, the product must be:

• Unused
• Unassembled and uninstalled
• In a resalable condition
• Free from damage, marks, odours or signs of use
• Complete with all components, accessories, manuals and fixings
• Returned with its original packaging wherever reasonably possible

Infrared saunas, cold plunges, ice baths and other large wellness products must not have been assembled, installed, connected to electricity, filled with water or used.

We may refuse a voluntary return requested after the statutory cancellation period where the product has been assembled, installed, used, damaged, modified or is no longer capable of being resold as new. Your statutory rights are not affected by these additional conditions.

Your 14-Day Right to Cancel

When purchasing online as a consumer, you normally have the right to cancel your order within 14 days of receiving it, without giving a reason.

To exercise this right, you must clearly inform us that you wish to cancel within the 14-day cancellation period. Please contact: elevate@elvarn26.com.co Once you have notified us of your cancellation, the product must be returned or collection arranged, as applicable, without undue delay and normally within a further 14 days.

You may inspect a product in a similar way to how you could reasonably inspect it in a physical shop. However, if the product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, and this handling has reduced its value, we may make an appropriate deduction from the refund to reflect that reduction in value.

For large products, assembling, installing, electrically connecting, filling with water or using the product may significantly reduce its value.

Cancelling Before Dispatch

If you wish to cancel or amend an order before dispatch, please contact us as soon as possible at: elevate@elvarn26.com.co We will make reasonable efforts to stop the order before it enters the shipping network. Because some of our large products are prepared and dispatched through specialist freight networks, we cannot guarantee that an order can be stopped once fulfilment or dispatch has begun.

If your product has already been dispatched, the cancellation may need to be processed as a return once delivery has taken place. Your statutory cancellation rights are not affected.

Large & Heavy Product Returns

Infrared saunas, cold plunges, ice baths and similar oversized products cannot normally be returned using standard postal services.

Unless the product is faulty, damaged, incorrectly supplied or not as described, customers exercising a change-of-mind cancellation will normally be responsible for the applicable return or collection cost where this has been disclosed before purchase.

This may include:

• Specialist freight collection
• Pallet transport
• Appropriate protective packaging
• Additional handling required for oversized goods

Where available, Elvarn may arrange collection through one of our delivery or freight partners.

Estimated Return Collection Costs

Because collection costs depend on the size and weight of the product and the collection location, oversized product return costs can vary.

The applicable estimated return cost will be made available to customers before purchase where required. Where Elvarn arranges a chargeable change-of-mind collection, the collection cost will be confirmed before collection is booked and may be deducted from the amount refunded.

This does not apply where products are being returned because they are faulty, damaged, incorrectly supplied or not as described. In those circumstances, Elvarn will cover reasonable collection or return costs in accordance with your statutory rights.

Preparing Large Products for Return

Products must be suitably protected for return transportation. Where reasonably possible, please retain the original packaging until you are satisfied that you intend to keep the product.

Large items may need to be:

• Disassembled where safe and appropriate
• Secured to a pallet
• Protected using the original packaging
• Made accessible for collection at the agreed location

We will provide applicable collection instructions before the return takes place. Please do not arrange international return shipping or send a product directly back to an overseas supplier unless we have expressly instructed you to do so.

Delivery Charges

Where you validly exercise your statutory right to cancel within the applicable 14-day cancellation period, any standard outbound delivery charge paid with the order will be refunded in accordance with applicable consumer law. Where standard UK delivery was provided free of charge, there is no outbound delivery charge to refund.

For voluntary change-of-mind returns made between days 15 and 30, any separately charged delivery or other service costs are not normally refundable unless otherwise stated.

Assembly & Installation

Please inspect your product carefully before beginning assembly, installation or use.

Assembly, installation, electrical connection, filling with water, modification or use may reduce the value of the product where this goes beyond what would reasonably be necessary to inspect it. This may result in an appropriate deduction from a refund where permitted by law.

This does not remove your rights where the product is faulty, damaged, incorrectly supplied or not as described.

Damaged, Faulty or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery. Contact us promptly if:

• Your product arrives damaged
• Parts are missing
• You receive the incorrect product
• The product appears faulty
• The product does not match its description

Please email: elevate@elvarn26.com.co Include your order number together with clear photographs or videos showing the product, packaging and reported issue where possible. These help us assess the issue and raise any necessary claim with our shipping or fulfilment partner.

Where possible, please notify us of clearly visible transit damage within 48 hours of receiving the delivery. Reporting damage outside this period does not remove your statutory rights.

Please do not assemble, install, modify or attempt to repair a product that appears damaged or faulty unless we have instructed you to do so.

Faulty Products

Goods supplied by Elvarn must meet the standards required by UK consumer law, including being:

• Of satisfactory quality
• Fit for their intended purpose
• As described

Where applicable, installation forming part of your contract with us must also be carried out correctly.

If a product is faulty, damaged, incorrectly supplied or not as described, the appropriate remedy will depend on the circumstances and your statutory rights. This may include:

• Replacement parts
• Repair
• Replacement
• Price reduction
• Full or partial refund

Where you are legally entitled to reject a faulty product, Elvarn will arrange or cover reasonable return or collection costs.

30-Day Right to Reject Faulty Goods

Where the applicable conditions under UK consumer law are met, you may have a short-term right to reject faulty goods within 30 days. If you exercise this right validly, you may be entitled to a full refund.

After this initial period, repair or replacement will normally be the first available remedy, subject to the circumstances and your statutory rights. Further remedies may be available if a repair or replacement is unsuccessful, impossible, unavailable or cannot be provided within a reasonable time and without significant inconvenience.

Nothing in this policy limits your statutory rights.

Replacement Parts

For large products such as saunas and cold plunges, some issues may be resolved by replacing an individual component rather than returning the complete product.

Where appropriate, we may ask for photographs, videos, diagnostic information or other reasonable information to help identify the affected component. Where a replacement part or repair is an appropriate remedy under UK consumer law, it will be provided without unreasonable inconvenience to you.

Nothing in this section limits any right you may have to reject the product or obtain another statutory remedy.

Non-Returnable Products

Change-of-mind cancellation rights may not apply to certain products where an applicable legal exemption exists, including:

• Products made to your specifications or clearly personalized 
• Bespoke sizes, finishes, materials or configurations
• Sealed goods which are not suitable for return for health or hygiene reasons once unsealed
• Products that have become inseparably mixed with other items after delivery

Our additional voluntary 30-day returns policy also does not cover products damaged through misuse, improper storage, incorrect installation or unauthorized modification.

A product is not automatically considered bespoke simply because we ordered it from a supplier after receiving your order. Where a product is genuinely customized or made to your individual specification and cancellation rights are affected, this will be made clear before purchase.

These exclusions do not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.

Sale & Promotional Products

Products purchased during sales, discounts or promotional events retain the same statutory consumer rights as products purchased at full price. Unless otherwise clearly stated, eligible sale and promotional products are also covered by our voluntary 30-day returns policy, subject to the conditions set out above.

Exchanges

Due to the size, value and specialist transportation requirements of many of our products, we do not currently operate a standard direct exchange service.

If you wish to purchase a different product, the simplest process will normally be to return the original eligible product and place a new order. Faulty, damaged or incorrectly supplied products will be handled separately in accordance with your statutory rights.

Return Inspection

Returned products may be inspected after they arrive. Where legally permitted, a refund may be reduced if the value of a product has been diminished as a result of handling beyond what was reasonably necessary to establish its nature, characteristics and functionality.

Factors that may affect the product's value include:

• Assembly or installation
• Use beyond reasonable inspection
• Missing components, accessories or manuals
• Damage occurring after delivery
• Inadequate protection during return transportation
• Unauthorized modification
• Missing or significantly damaged packaging where this materially affects the value of the product

Any deduction will reflect the actual reduction in value. This does not affect your rights where the product was faulty, damaged, incorrectly supplied or not as described.

Refunds

We will notify you once your return has been received and assessed. Approved refunds will be issued to the original payment method, unless otherwise agreed or required by law.

Where you exercise your statutory cancellation right, refunds will be processed within the applicable statutory timeframe. For returned goods, this will normally be within 14 days of us receiving the goods back or receiving evidence that they have been returned, whichever occurs first, subject to the applicable legal requirements.

We may be entitled to withhold reimbursement until the goods have been returned or appropriate evidence of return has been provided. Once a refund has been issued by us, your bank, card provider or payment provider may require additional processing time before the funds appear in your account.

If you believe an approved refund has not arrived, please contact: elvarnhomeuk@outlook.com

Returns Address

Please contact us before returning any product. Approved returns will be directed to the appropriate return location or collection will be arranged where applicable.

Do not send products directly to our manufacturer, overseas supplier or fulfilment partner unless Elvarn has expressly instructed you to do so.

Contact Us

For questions regarding cancellations, returns, damaged products, faults or refunds, please contact:

Email: elevate@elvarn.co