Return & Refund Policy
This policy explains how Elverana™ handles return requests, return eligibility, authorization, damaged or incorrect orders, return-shipping responsibility, cancellations, replacements and approved refunds.
Starting a Return Request
Before sending an Elverana™ product back, please contact our customer-support team and request return instructions.
When contacting us, please provide the information available to you, including your order number, the item involved, the reason for the request and relevant photographs where appropriate.
Customer support can then review the request and provide the next applicable step.
Contact Elverana™ Before Returning Merchandise
Return requests should be started by contacting:
Email: service@elverana.com
Phone: +86 167-1062-6453
Our customer-support team aims to respond within 24 hours.
A Clear Return Process
The return process may depend on the reason for the request and the condition of the product.
Contact Us
Send your order information and a clear explanation of the return request.
Request Review
Customer support reviews the request and may request additional information or photographs where needed.
Follow Instructions
If a return is applicable, follow the instructions and return destination provided by Elverana™.
General Return Condition
Unless a request relates to a damaged, defective, incorrect or otherwise non-conforming item, products submitted for return should generally be:
- Unused or only handled as reasonably necessary to inspect the product.
- Reasonably clean.
- Free from damage caused after delivery.
- Returned with included components, accessories and packaging where reasonably available.
- Packaged appropriately to help protect the product during return transportation.
Returning Artistic Hourglasses
Elverana™ products may include glass chambers, sculptural frames, decorative bases or other components that require careful handling.
If a return is authorized, please package the product carefully and follow the return instructions provided by customer support.
Where original protective packaging remains reasonably available, it may help reduce the risk of damage during return transportation.
Product Appearance & Normal Variation
Product color, surface appearance, texture, sand tone, material finish and visual details may appear slightly different because of photography, lighting, display settings, material characteristics and normal manufacturing variation.
Minor normal variation does not automatically mean that an Elverana™ hourglass is damaged or defective.
Return Address & Instructions
Returns should be reviewed before merchandise is shipped.
If a return is applicable, customer support will provide the relevant instructions and return destination.
The registered business address shown in the company information below identifies the legal company operator. It is not automatically a warehouse, fulfillment center or authorized return destination. Do not send merchandise there unless Elverana™ customer support specifically instructs you to do so.
Items That May Not Qualify for Return
Subject to applicable law, a return request may be declined or limited where an item:
- Has been materially damaged through misuse, abuse or improper handling after delivery.
- Is missing substantial components because of customer handling.
- Has been modified, altered or intentionally damaged.
- Has not been packaged in a reasonably appropriate manner for an authorized return.
- Is otherwise restricted under applicable law or the circumstances of the specific request.
Damaged, Defective, Incorrect or Incomplete Orders
Contact Elverana™ promptly if an item arrives visibly damaged, appears defective, differs from the item ordered or if the shipment appears incomplete.
Please provide your order number and, where appropriate, clear photographs showing:
- The product received.
- Relevant damage or discrepancy.
- Outer and inner packaging where available.
- The visible shipping label.
After review, an appropriate resolution may include a replacement, refund, partial refund or another reasonable solution depending on the circumstances and applicable law.
Return Shipping Responsibility
Responsibility for return-shipping costs may depend on the reason for the return, the circumstances of the request and applicable law.
Where a request concerns a verified damaged, defective, incorrect or otherwise non-conforming item, Elverana™ will review the appropriate return-shipping solution.
Where a return is requested for another reason, customer support will explain the applicable return instructions before merchandise is sent.
Returning the Package
Follow the return instructions provided by Elverana™ customer support.
Where return tracking is available, we recommend retaining the shipping receipt, tracking information and other return documentation until the request has been completed.
Returns sent to an unauthorized location, without sufficient identifying information or contrary to the provided return instructions may be delayed or difficult to process.
Inspection of Returned Merchandise
Where merchandise is required to be physically returned, the returned product may be reviewed after receipt.
The review may consider the condition of the product, included components, the reason for return and the information associated with the approved request.
If additional information is required, customer support may contact you using the information associated with the order or request.
Approved Refunds
If a refund is approved, it may generally be issued to the original payment method where technically available and appropriate.
The time required for a refund to become visible may vary depending on the payment method, financial institution, card issuer or payment provider.
If you have a question regarding the status of an approved refund, contact Elverana™ customer support with your order information.
Refund Destination
Where technically available, an approved refund is generally returned to the original payment method used for the transaction.
Elverana™ does not control the additional time a bank, card issuer or payment provider may require to post or display the credit after the refund has been submitted.
Cancellation Requests
If you wish to request cancellation, contact Elverana™ customer support as soon as possible.
We will review the current order status.
Once an order has progressed through fulfillment, been packed, dispatched or transferred to a carrier, cancellation may no longer be possible.
Exchanges & Replacements
Exchange or replacement availability may depend on inventory, product availability, the specific Elverana™ design and the reason for the request.
Customer support will explain available options after reviewing the request.
Replacement Product Availability
Because Elverana™ focuses on artistic and sculptural hourglasses, availability can vary between individual designs.
If an identical replacement is not available, customer support may review another appropriate resolution based on the circumstances.
Mandatory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or limit consumer rights that cannot lawfully be excluded, restricted or limited.
Where applicable law provides customers with mandatory rights or remedies that differ from this policy, those mandatory rights remain applicable.
Questions About a Return or Refund?
Contact Elverana™ customer support and include your order number whenever possible.
Email: service@elverana.com
Phone: +86 167-1062-6453
Customer Support Response Time: Within 24 hours
Please do not send merchandise to the registered business address unless Elverana™ customer support specifically provides that address as the authorized destination for your return.
Elverana™ Company Details
Official brand, company and customer-support information associated with Elverana™.
A clearer return process when you need it.
Contact Elverana™ customer support before returning merchandise so our team can review the request and provide the correct instructions. We aim to respond within 24 hours.
Contact Customer Support