ELLIVO INC. is committed to providing high-quality garden decor products and a satisfying shopping experience. If your purchase does not meet your expectations, please review our return and refund policy below. We will process eligible requests in accordance with this policy and applicable laws.
- Return Period
Customers may submit a return request within 30 days of receiving their items. Please contact us via email within this period, providing your order number, the email address used for the purchase, and the reason for the return.
Requests submitted after this period may not be eligible for processing under our standard return policy, unless otherwise required by applicable law.
- Return Conditions
To ensure your return is handled correctly, please meet the following conditions:
Items must be unused and, whenever possible, returned in their original packaging with all labels and included accessories.
Items must be complete and free from damage caused by improper use.
Return requests must be submitted within the specified timeframe and confirmed by our customer service team.
Certain items—such as those that cannot be returned for hygiene, safety, or other valid reasons—may be subject to additional restrictions, in compliance with applicable law.
Please do not return any items before receiving specific return instructions; doing so may result in your package being unidentifiable or not processed in a timely manner.
- Return Process
To initiate a return, please follow these steps:
Send an email including your order number, the reason for the return, and details regarding the items.
Wait for our customer service team to review your request and provide return instructions along with the appropriate return address.
Carefully pack the items according to the provided instructions and choose a shipping method that offers package tracking.
Once the items arrive at the designated return address and have been inspected, we will process your refund or provide another appropriate resolution based on the outcome of the inspection.
- Return Address
Return Address:
361 LEHIGH AVE, PITTSBURGH, PA, 15232
- Refund Processing Time
Once the returned items have arrived at the designated address and passed inspection, eligible refund requests are typically processed within 3–5 business days.
Refunds will generally be issued to the customer’s original payment method. The actual time it takes for funds to reach your account depends on the processing speed of your bank, credit card issuer, or third-party payment provider; therefore, the date of receipt may vary.
If a refund request is not approved, we will make every effort to inform the customer of the reason.
- Return Shipping Costs
Quality-related issues: In the event of verified issues—such as product defects, damage during transit, or the delivery of an incorrect item—we will cover reasonable return shipping costs or provide an appropriate alternative solution, depending on the circumstances.
Non-quality-related issues: If a customer requests a return due to personal preference, an incorrect selection, or other reasons unrelated to product quality, the return shipping costs are generally the responsibility of the customer.
Special circumstances: If otherwise required by applicable law, or if we have agreed to a different arrangement in writing, such terms or agreements shall take precedence.
- Damaged, Incorrect, or Missing Items
If the garden decor items you receive are damaged, missing parts, or do not match your order, please contact us as soon as possible. Please provide your order number, photographs of the item(s) and the packaging, and a description of the issue.
We will verify the situation and, based on the circumstances, offer a refund, exchange, replacement, or another appropriate resolution. Please retain the item(s) and the packaging, as this will assist us in verifying the issue.
- Order Cancellations
If you wish to cancel an order, please contact us via email as soon as possible. For orders that have not yet entered the processing stage or have not yet been shipped, we will evaluate your cancellation request based on the current status of the order and our applicable policies.
If an order has already been shipped, it must generally be handled according to the return process outlined in this policy. All cancellations and refund arrangements are subject to applicable law.
- Non-Receipt of Refunds
If you have received confirmation that a refund has been processed but the funds have not yet appeared in your account, please first check the original payment account and consult with your bank or payment provider regarding the status of the transaction.
If, after a reasonable waiting period, you still have not received your refund, please contact us via email—including your order number and relevant refund details—so that we may assist you in looking into the matter.
We value feedback from every customer and are committed to handling return and refund requests in a fair and transparent manner. Thank you for choosing ELLIVO INC.