YOUR STATUTORY RIGHT TO CANCEL

Under Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations, You have the right to cancel this contract within a period of 14 calendar days without the need for justification. The cancellation period will expire after 14 days from the day that you or a third party indicated by you, other than the carrier, acquired the material possession of the last of those goods.

Please contact our Customer Support team to start the return process. Our customer service team will review the return request and will send further instructions if the return is approved. We are unable to accept any responsibility for returns received without a Return Authorization being issued first by our client services team.

Please include the following information:

Order number

Proof of purchase

Video or photo of the faulty product (if applicable)

Complete delivery address

Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

If the merchandise has not arrived at our facilities, the payment may be withheld. We will proceed to pay you the amount of the purchase, except for the cost of the logistics operator for collecting the product (the cost may vary depending on the product and volume and the total will have to be consulted).

Exchanges

All goods must be in a re-sellable condition in order to qualify for a refund the product must not be defective or used by the client and contain all original parts and accessories. This must include all original packaging and tags. The cost to return the goods will be the responsibility of the customer. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We may decline a return or exchange during the process if the items returned have been damaged or any of the above stipulations have not been met. Any items returned for refund or exchange without original documentation will be rejected.

You should contact our client services team via email support@elitevybe.com (office hours are 09:30 – 18:00 Mon – Fri) to inform us of your wish to return a product and the reasons for the return. Please clearly state on the invoice/letter the reason for return or exchange and whether you require a refund or exchange.

The right to cancel does not exist for the following contracts:

  1. Items that are clearly personalized or made specifically to the consumer’s specifications are exempt from these regulations.
  2. For hygiene reasons or health protection sealed goods like swimwear, bra’s, underwear, chest straps, gum shields and some others are not suitable for return unless they are faulty and have been approved.
  3. Contracts for the supply of goods which are liable to deteriorate or expire rapidly..
  4. Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

FURTHER GOODS CANCELLATION POLICY

If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. Any free gifts or promotional items received with your order must be returned if an order is canceled, if not returned these may be charged at the RRP value.

WHEN WILL I RECEIVE MY REFUND?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. All refunds will be credited to your original method of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within a certain amount of days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a credit for your return yet, here’s what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.

PAYPAL REFUNDS

Please note all Paypal Refunds will exclude the transaction fee.

Important: The customer in the case of a return will be refunded the amount of the item (discounting the transport costs managed by us, if applicable), DO NOT APPLY for RETURN shipping costs.