Returns & Warranty
Last updated: August 2026
1. Right of Withdrawal (Cooling-Off Period)
Under EU Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason. To exercise this right, notify us via our contact page within the 14-day period. Include the order number in the message. If you withdraw, the product must be returned within 14 days of notifying us.
Return shipping costs are the responsibility of the customer. We recommend using a tracked & insured shipping service; the contract is between you and the courier, and we are not responsible for items lost or damaged in transit.
Return Conditions
The product must be returned in its original condition with all original packaging and accessories. We may deduct from your refund for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the product.
Refunds
Once we receive and inspect your return, we will process your refund within 14 days. Refunds are issued to the original payment method.
2. Warranty Claims
Legal Warranty (Conformity)
Under EU Directive 2019/771, all products sold by elvinhome are covered by a 2-year legal guarantee of conformity. This means the product must:
- Match the description and have the qualities we presented
- Be fit for the purpose you would normally expect
- Be of satisfactory quality and performance
If the product is defective or does not conform to the contract at the time of delivery, you have the right to have it repaired or replaced free of charge. If repair or replacement is not possible, or cannot be completed within a reasonable time, you may request a price reduction or a full refund.
Burden of proof: For any defect that appears within 1 year of delivery, it is presumed to have existed at the time of delivery. For defects appearing after the first year, you may still be covered, but you may need to demonstrate that the defect existed at delivery.
Making a Claim
To make a warranty claim, contact us via our contact page with:
- Your order number
- A description of the defect
- Photos or video showing the issue (if applicable)
We will respond within 5 business days with instructions for repair, replacement, or return.
Return Conditions
The original packaging and accessories are not required for warranty returns; however, the product must be packed adequately for transport. Damage in transit caused by insufficient or poor packaging is the responsibility of the customer.
Warranty Shipping Costs
For approved warranty returns, shipping costs are covered and a prepaid return label is provided. Shipping costs paid by the customer for a warranty return are not reimbursed.
If elvinhome deems that a claim is not covered by the warranty (for example, damage caused by misuse or normal wear), the claim is at the customer's expense. The customer is responsible for all shipping costs. If you wish for repair or replacement, you will be also responsible for these costs.
3. Return Address
Please ensure all products are returned to this address. For warranty returns, the prepaid label will already show this address.
elvinhomeCharlotte van Pallandthof 110
1112 ZL Diemen
NetherlandsA return number will be given to you once the claim has been validated. All returns must have the return number displayed clearly on the inside or outside of the packaging. Returns sent without first obtaining a return number will be rejected.