We want customers to have enough time to inspect an Elvoriad™ product after delivery and determine whether it is right for their space.
Because our collection includes rechargeable lamps, sensor lighting, smart ambient products, and decorative LED pieces, we also ask customers to return products in a condition that allows us to identify the item and appropriately evaluate the return.
This policy explains when a return may be requested, how to begin the process, who is responsible for return shipping, and how approved refunds are handled.
30-Day Return Period
Eligible products may be returned within 30 calendar days after delivery.
For a standard return based on preference—such as deciding that the size, finish, lighting style, or product is not suitable for your space—the item should generally be:
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Unused and in its original condition
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Free from customer-caused damage or modification
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Returned with its original packaging where reasonably possible
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Accompanied by the included components and accessories
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Supported by an order number or other reasonable proof of purchase
For Elvoriad™ lighting products, included components may consist of charging cables, mounting pieces, controllers, guides, or other accessories supplied with the particular model.
If a product has been materially altered, improperly used, intentionally damaged, or returned incomplete, its eligibility may be affected.
Opening packaging solely to reasonably inspect the product does not automatically make a return ineligible. The condition of the product and circumstances of the request will be considered.
Starting a Return
Please contact us before sending a product back.
Return requests can be submitted to:
To help us locate and review your purchase, please provide:
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Your order number
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The product you wish to return
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The reason for the request
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The email address associated with the order
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Photos or video when relevant to a damaged, defective, incorrect, or otherwise product-specific issue
After reviewing the request, our customer support team will provide the appropriate next steps.
If a physical return is required, those instructions will include the applicable return destination and any other information reasonably necessary to send the product back.
Please do not send an item to an address found elsewhere on the website or on a shipping parcel without first receiving return instructions from us. An unauthorized shipment may be sent to a location that is not equipped to receive customer returns and can delay processing.
Return Shipping Costs
Responsibility for return shipping depends on why the product is being returned.
Preference-Based Returns
If an eligible product is being returned because of a change of mind, preference regarding color or style, ordering the wrong item, or another reason that is not the result of a product defect or fulfillment error, the customer is responsible for the return shipping cost.
Any original shipping charge is not automatically refundable for a preference-based return unless required by applicable law or otherwise stated as part of the approved resolution.
Damaged, Defective, Incorrect, or Materially Misdescribed Products
If an item arrives damaged, is defective, is different from the product ordered, or is materially different from its product description, please contact us promptly.
After the issue has been reviewed and verified, Elvoriad™ will provide an appropriate solution without requiring the customer to bear additional return shipping costs for our error or a verified product problem.
Depending on the circumstances, the resolution may include:
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A replacement
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A refund
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Appropriate return instructions
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A prepaid return method where a physical return is required and such a method is applicable
We may request reasonable photographs or video when they are useful for verifying a product condition or identifying the correct resolution.
Inspecting Your Elvoriad™ Order
We recommend checking your order reasonably soon after delivery.
For lighting products, this includes confirming that you received the correct model and checking the exterior, included accessories, charging components, mounting parts, or other supplied pieces before extended use.
If you discover shipping damage, an incorrect item, missing components, or an apparent defect, contact service@elvoriad.com and explain what you found.
Do not continue operating or charging an electrical lighting product if it shows signs of serious physical damage, battery swelling, unusual heat, exposed wiring, a damaged charging connection, or another condition that could make continued use inappropriate.
A product problem will be reviewed according to its circumstances rather than treated as a preference-based return.
Items That May Not Qualify for a Standard Return
Certain situations may fall outside our standard change-of-mind return process. Examples can include:
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Products returned after the applicable return period
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Products materially damaged through misuse, improper installation, unauthorized modification, or neglect after delivery
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Products missing significant components because of customer handling
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Items specifically identified as final sale before purchase, where such a restriction is permitted by applicable law
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Customized or personalized products, if Elvoriad™ offers such products and the applicable restriction was disclosed before purchase
A promotional price by itself does not automatically make a product non-returnable unless the product was clearly identified with an applicable return restriction before purchase.
Nothing in this section is intended to eliminate rights that may apply when a product arrives damaged, defective, incorrect, or materially different from its description.
If you are uncertain whether your item qualifies, contact us before arranging shipment.
Exchanges and Replacement Products
For a preference-based change to another model, finish, or product, the simplest process may be to return the eligible original item and place a separate order for the product you prefer.
For a verified damaged, defective, or incorrect product, please do not place a replacement order solely to correct the problem unless our customer support team instructs you to do so. Contact us first so we can review the original order and determine the appropriate resolution.
Availability of a particular replacement model is subject to current inventory.
Refund Review & Processing
Once a required return reaches the designated return destination, it will be reviewed to confirm its condition and the applicable return request.
When a refund is approved, it will be issued to the original payment method used for the purchase.
Approved refunds are generally initiated within 5–10 business days after the returned item has been received and inspected.
After we initiate the refund, your bank, card issuer, or payment provider may require additional time before the credit appears in your account. That additional posting period is controlled by the financial institution or payment provider.
If you have received confirmation that a refund was issued but it has not appeared after the expected processing period, you may contact us at service@elvoriad.com. Depending on the circumstances, you may also need to contact the applicable payment provider or financial institution.
Where a refund is approved without requiring the product to be physically returned, we will provide the applicable refund information as part of the resolution.
Return Destination
Our business registration address is not automatically our product return warehouse.
Elvoriad™ orders may be handled through different fulfillment arrangements depending on the product and destination. For this reason, customers should not independently send returns to the company's business registration address.
Once your return request is approved, our customer support team will provide the appropriate return destination and instructions for that specific return.
This process helps ensure that returned lighting products reach the facility assigned to receive and process them.
Cancellations Before Shipment
If you wish to cancel an order before shipment, contact service@elvoriad.com as soon as possible.
As stated in our Shipping & Delivery Policy, cancellation requests should preferably be submitted within 12 hours after the order is placed.
We will review the fulfillment status when the request is received. If the order has already progressed to a stage where it cannot reasonably be stopped or has already been dispatched, cancellation may no longer be possible and the applicable return process may need to be used after delivery.
We do not impose an additional cancellation fee solely for submitting an eligible cancellation request.
Legal Consumer Rights
This policy is intended to provide a practical return and refund process for Elvoriad™ customers. Depending on where you live, applicable consumer-protection law may provide additional rights that cannot lawfully be excluded or reduced by store policy.
Where mandatory consumer rights apply, this policy should be interpreted consistently with those requirements.
Return & Refund Assistance
If you have a question about eligibility, a damaged product, an incorrect order, a pending return, or an approved refund, contact:
Elvoriad™ Customer Support
Email: service@elvoriad.com
Telephone: +86 17896464190
Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)
Please include your order number whenever possible so that we can locate the relevant transaction.
Elvoriad™ is owned and operated by Hangzhou Shanyuan Outdoor Technology Co., Ltd.