Return & Refund

Cancellation, Return, and Refund Policy

General

1.1. Metro Traders, having its registered office at [Insert Address], is managing and operating the website, and mobile or tablet applications www.elvaworld.com (collectively referred to as “ELVA World”, or “website”, or “app”), through which we facilitate the sale and purchase of various beauty and personal care products (“Products”) to the Customer (“Customer” or “user” or “users” or “you” or “your”).

1.2. We aim to provide the best user experience to our users, from placing an order to initiating a cancellation/return/refund. While transacting on ELVA World, you can expect a hassle-free experience in returning, or cancelling the product or Services that you have ordered/booked and can rely on us as your preferred shopping destination.

1.3. The cancellation, return, and refund policy (“Policy”), together with the Terms and Conditions set out in Metro Traders’ policies and processes for: (a) accepting cancellation, (b) accepting the return, or (c) processing refunds.

Applicability of Policy

2.1. By using ELVA World and/or initiating a request for the purchase of products on the website, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on ELVA World.

Terms of Cancellation

3.1. (a) You can cancel the order prior to the dispatch of the product by Metro Traders. However, once the products have been dispatched, and you want to cancel the order, you may reach out to customer support and request for order cancellation. We will attempt to avoid making an attempt for delivery. However, in case the courier still attempts the delivery, you may reject the delivery of the shipment. Refund for prepaid orders will be processed in the original mode of payment upon receipt of the items in our warehouse.

3.2. The user can raise a request for cancellation for one or all products, except where the products purchased are part of a (i) package of other products, or (ii) if the products are part of a promotional package (“combo pack”). If you raise a request for cancellation, the combo pack will stand cancelled as a whole.

3.3. The request for cancellation of the order can be made by cancelling the order from the ‘Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by Metro Traders to you from time to time.

3.4. Upon receiving an order cancellation request, your order shall be cancelled with immediate effect, and the refund process will be initiated as per the terms of this policy.

Terms of Return and Refund

4.1. We will accept the request for the return of a product subject to the terms of this policy, including clause 4.6 below.

4.2. A request for return will be entertained only if: (i) it is raised within the Return Window (as defined in clause 4.3 below); and (ii) if you are returning the products for any of the following reasons:

Product is damaged
Product is missing
Empty box delivered
Duplicate product delivered
Used product delivered
Incorrect/wrong product delivered
Expired product delivered
Empty product delivered (e.g., perfumes/toiletries)

4.3. You must either: (i) initiate a return request for Defective Delivery within 2 days of receipt; or (ii) intimate us within that period and raise the actual return within 13 days (“Return Window”).

4.4. If any gift article was given with the product, it must be returned as well.

4.5. If returning a product from a combo pack, the entire combo must be returned.

4.6. Returns will not be accepted for:

Damage from misuse/overuse
Used or altered products
Missing original packaging
Tampered serial number/barcode
Product defects not covered by warranty
Return initiated outside Return Window
Customized products
Color shade mismatch with display image

4.7. Special campaigns/sales may have different return rules, clearly mentioned on the banner.

4.8. Do not accept tampered packages; such cases are not eligible for return.

4.9. COD refunds will be sent to your bank account. COD fee refunded proportionally based on products ordered.

4.10. Refunds will be initiated within 2–4 business days after we receive the return at our warehouse.

4.11. Refund timelines depend on your bank/payment gateway.

Customer Support

Write to us at: help@elvaworld.com