Return Policy

Last Updated: October 22, 2026

This Return Policy applies to purchases from elvorael, owned and operated by Xiamen Lingsuo Yun E-Commerce Co., Ltd.

We understand that choosing decorations online involves decisions about color, scale, and how a piece will look on your table. This policy explains our voluntary return process and how we handle products that arrive with a problem.

1. Our 30-Day Return Window

You may request a return within 30 calendar days after the relevant item is delivered.

For items delivered in separate parcels, the voluntary return period for each item begins when that item arrives. Any different calculation required by applicable consumer law takes priority.

Contact us within the return window even if you are waiting for an answer to a product question. A timely request will not become late because our team needs additional time to respond.

2. Conditions for a Change-of-Mind Return

Under our voluntary return policy, an item should be:

• Unused and in its original condition.

• Free from washing, food stains, candle wax, smoke damage, and other signs of use.

• Complete with the components, accessories, and set quantities supplied.

• Packed securely for return, using the original packaging where available.

Briefly opening packaging to inspect a product does not automatically disqualify a return. Please distinguish inspection from using the item to decorate an event.

For a set, return all pieces unless we agree otherwise. These conditions do not limit statutory rights concerning inspection, defects, or nonconforming goods.

3. How to Request a Return

Email service@elvorael.com with:

• Your order number.

• The item or items you wish to return.

• The reason for the request.

• Relevant photographs, if the request concerns damage or a product discrepancy.

We aim to respond within 2 business days.

We will confirm the applicable instructions, return destination, and any supporting information needed. Once instructions are provided, please dispatch an approved voluntary return within 14 calendar days, unless we agree to an extension.

4. Where Returns Should Be Sent

Please do not automatically return goods to the sender address on the parcel or to our business address.

The correct return location depends on the product and the facility handling the order. Our team will provide the full address, destination country, and instructions in writing before you send the parcel.

A return may require international shipping, including to China. Contact us before purchase if the likely cost or destination of a preference-based return is important to your decision.

Return coordination helps us identify and receive the parcel; it does not remove a statutory right of withdrawal or allow us to reject an otherwise valid legal claim.

5. Who Pays Return Shipping?

Change of mind, styling preference, or a size selected incorrectly: You pay the direct return shipping cost. We do not charge a restocking fee.

Damaged, defective, incorrect, incomplete, or materially misdescribed products: We provide an appropriate remedy at no additional cost to you. If a return is required, we provide a prepaid method or agree to reimburse reasonable return costs.

Please contact us before purchasing postage for a problem caused by us so that we can arrange the suitable method.

6. Damage, Defects, and Missing Pieces

Inspect your delivery when reasonably possible and contact us promptly if something is wrong.

Photographs of the product, packaging, and shipping label help us investigate, but we will consider alternative evidence where photographs are unavailable. There is no separate 24-hour reporting deadline that extinguishes your statutory rights.

Depending on the circumstances and applicable law, the solution may be a replacement, missing component, repair where suitable, price reduction, or refund. You will not be required to accept store credit instead of a refund to which you are entitled.

7. Exceptions

Clearly personalized or made-to-order products may be excluded from change-of-mind returns where permitted by law and disclosed before purchase.

An item being discounted or Christmas-themed does not, by itself, make it nonreturnable.

Damage caused after delivery through misuse, unsuitable cleaning, alteration, or failure to follow supplied instructions is not covered as an original defect. This does not affect claims for faults that were present when supplied.

8. Refunds

We inspect eligible returns and initiate an approved refund within 5 business days after receiving the goods.

Refunds are made to the original payment method unless another lawful method is agreed. Your bank or payment provider may need a further 5–10 business days to post the credit.

For ordinary preference-based returns, the refund covers the amount paid for the returned item, including applicable refundable taxes. Original delivery charges are not refunded unless required by law or unless the return results from our error.

For a canceled, unshipped order, we refund the amounts paid for the canceled items and associated shipping charges.

If a shorter legal refund deadline applies, we follow that deadline. We will explain any proposed reduction rather than applying an undisclosed fee.

9. Exchanges

Contact us if you want another size or design. Availability is not guaranteed. We may arrange a return and separate purchase rather than a direct exchange.

10. Statutory Consumer Rights

This voluntary policy supplements your mandatory consumer rights.

Where an EU or UK distance-selling right of withdrawal applies, you generally have 14 days to notify us of withdrawal, subject to lawful exceptions, and a further 14 days to send the goods back. A clear email statement is sufficient; no special form is required.

For an eligible full withdrawal, we refund the payments required by law, including the least expensive standard outbound delivery charge. We may withhold reimbursement until the goods are returned or evidence of return is supplied, where permitted. Handling beyond what is necessary to inspect the goods may result in a lawful deduction for diminished value.

Any mandatory rights relating to faulty goods continue independently of our 30-day voluntary return period.

11. Contact and Operator

elvorael is owned and operated by Xiamen Lingsuo Yun E-Commerce Co., Ltd.

Business Address: Room 605-2, No. 12-3, Xinghu Road, Huli District, Xiamen

Email: service@elvorael.com

Phone: +86 592 566 5261

Service Hours: Monday–Friday, 9:00 AM–6:00 PM, China Standard Time (UTC+8), excluding public holidays in China.