Refund Policy
Refund Policy
Last Updated: September 17, 2026
At Elavexa, we want every product to become part of a softer, calmer, and more considered rest routine. We understand that choosing sleep-comfort, bedside, textile, lighting, glass, organization, and travel-rest products online may involve considerations such as size, material, texture, fit, comfort, color, dimensions, intended use, and personal preference.
This Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through the Elavexa online store.
Elavexa is operated by Hami Peak Over Trading Co., Ltd.
Brand: Elavexa
Legal Entity: Hami Peak Over Trading Co., Ltd.
Registered Address: No. 111, Shop, Building 63, Chunqinli Community, Beizhaoli Road, Yizhou District, Hami City, Xinjiang
Email: service@elavexa.com
1. Our 30-Day Return Period
You have 30 days from the date your order is delivered to request an eligible return.
For a voluntary return, the product should generally be:
Unused other than reasonable inspection where permitted · Undamaged · Clean and dry · Complete · Free from stains, odors, cosmetic residue, food or drink residue, or other substances · Free from signs of extended use · With all applicable pieces and components included · With applicable tags intact · Returned with original packaging, instructions, accessories, cables, inserts, protective packaging, and supplied materials where reasonably possible
For products intended to come into prolonged contact with the face, body, bedding, food or drink, or for products containing glass or electrical components, return eligibility may depend on the product remaining in a condition suitable for voluntary return.
A valid order number or other proof of purchase is required.
You must contact us before returning the product.
Nothing in this policy limits mandatory consumer rights.
2. Return Country & Authorized Return Address
Return Country/Region: China
Eligible returns are processed through an authorized return-processing warehouse in China.
The return-processing address is not necessarily the same as our registered company address.
The following address:
No. 111, Shop, Building 63, Chunqinli Community, Beizhaoli Road, Yizhou District, Hami City, Xinjiang
is our registered business address and should not be used for product returns unless Elavexa customer service specifically instructs you in writing.
Before sending a return, contact:
If approved, we will provide:
Return authorization · The authorized warehouse address · Packaging instructions where applicable · Return-shipping instructions
Returns sent to unauthorized addresses may be delayed, refused, lost, or unable to be processed.
3. Damaged, Defective, Missing or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If your order:
Arrives damaged · Contains a defective product · Is missing an item or component · Contains an incorrect product
please contact service@elavexa.com, preferably within 48 hours of delivery where reasonably possible.
Please include:
Your order number · A description of the issue · Clear product photographs · Photographs showing the issue · Photographs of the packaging · Shipping-label photographs where relevant
If the product includes multiple pieces, cables, adapters, inserts, covers, carrying cases, detachable components, accessories, or other supplied parts, please include photographs showing the received contents where reasonably possible.
For damaged glass products, please avoid handling broken or sharp pieces unnecessarily.
Please retain the product, packaging, and included components until instructions are provided.
After review, we may provide:
Replacement · Refund · Another appropriate solution
The requested 48-hour reporting period does not limit statutory rights.
4. How to Initiate a Return
Step 1 — Contact Us
Email service@elavexa.com with:
Your order number · The product you wish to return · Your reason for return
Step 2 — Receive Return Authorization
If eligible, we will provide:
Return approval · Authorized return address · Return instructions · Other information necessary to complete the return
Step 3 — Package Your Return
Securely package the product and all applicable components.
Where reasonably possible, include:
Original packaging · Product parts and accessories · Cables or charging components where applicable · Instructions or manuals · Tags · Inserts · Carrying or storage cases · Protective packaging · Other supplied materials
Please make sure fragile, glass, electrical, detachable, padded, or structured components are packaged securely so they are not damaged or lost during return transportation.
For glass products, use adequate protective packaging.
For textile and padded products, make sure the item is clean and dry before packing.
Step 4 — Ship Your Return
Send the approved return only to the authorized address provided by Elavexa customer service.
We recommend using a trackable shipping method and retaining the receipt until the refund process is completed.
5. Return Shipping Costs
For voluntary returns involving:
Change of mind · Product preference · Size preference · Color preference · Fit preference · Comfort preference · Style preference · Material or texture preference · Other non-quality-related reasons
return shipping costs are generally the customer's responsibility unless applicable law requires otherwise.
Because the authorized return facility is located in China, customers should review international return-shipping costs before returning an item.
If we confirm that the product was defective, damaged during transit, missing components, or incorrectly supplied, we will provide an appropriate solution and cover reasonable return-related shipping costs where required by applicable law.
6. Processing Your Refund
Once an authorized return is received and inspected, we will notify you whether the refund has been approved.
If approved:
Refunds are normally processed within 3–5 business days after inspection · Refunds are generally issued to the original payment method · Banks or payment providers may require an additional 5–10 business days to display the refund
For voluntary returns, original shipping charges, expedited shipping, insurance, customs charges, and other non-refundable delivery costs may not be refunded where permitted by applicable law.
If more than 10 business days have passed since we confirmed your refund was issued, contact your payment provider first and then contact:
7. Non-Returnable Items
The following may not qualify for voluntary return except where defective or where applicable law requires otherwise:
Products used beyond reasonable inspection · Products that have been materially altered or modified · Products with missing pieces, accessories, cables, adapters, covers, storage cases, or supplied components · Products that are damaged, broken, cracked, chipped, stained, or materially altered · Products showing significant wear · Products containing cosmetic residue, skin-care residue, food, drink, odors, or other substances · Used sleep masks, pillowcases, pillow covers, travel pillows, sleep-kit components, or other prolonged body-contact products where their condition prevents voluntary return · Washed, laundered, or materially used textile products · Used drinking vessels or carafes where their condition prevents voluntary return · Electrical or lighting products that have been modified, disassembled, or damaged through improper use · Products with missing instructions, packaging, or supplied materials where these form part of the product · Personalized or customized products · Made-to-order products · Gift cards · Products clearly identified as final sale where legally permitted
Products damaged because of misuse, excessive force, improper washing, unsuitable cleaning, incorrect power supply, unauthorized modification, improper storage, neglect, or use inconsistent with supplied instructions may also be excluded from voluntary return where permitted by applicable law.
This does not affect rights relating to products that were defective, damaged, or incorrectly supplied when delivered.
8. Product-Specific Return Considerations
Because Elavexa offers different types of sleep, bedside, and travel products, return eligibility may depend on the nature and condition of the individual item.
Sleep Masks, Pillowcases & Pillow Covers
Products such as:
CloudRest Contoured Sleep Mask · SoftSilk Pillowcase · CoolEase Cooling-Touch Pillow Cover
should generally remain unused other than reasonable inspection if you may wish to return them.
Because these products may come into prolonged contact with the face, skin, hair, or bedding, signs of extended use may affect voluntary return eligibility.
This may include:
Cosmetic residue · Skin-care residue · Stains · Odors · Washing · Material stretching · Damage to straps or closures · Material alteration
where permitted by applicable law.
Throws & Travel Blankets
Products such as:
DreamLayer Bedside Throw · FoldSoft Compact Travel Blanket
should generally remain:
Clean · Dry · Undamaged · Unwashed where required for voluntary return · Free from stains · Free from odors · Free from excessive signs of use
Washing, staining, prolonged use, cutting, material damage, or other material alteration may affect return eligibility.
Travel Pillows
The CloudForm Ergonomic Travel Pillow should generally remain clean, dry, undamaged, and free from signs of extended body use for voluntary returns.
Compression used solely for normal packaging or inspection does not necessarily indicate misuse, but material deformation, staining, odors, washing contrary to instructions, or damage may affect eligibility.
Travel Sleep Kits
The RestCase Travel Sleep Kit should generally be returned with all applicable included items.
Missing components or extended use of body-contact items may affect voluntary return eligibility.
If the kit contains individually packaged components, please retain those components and packaging where reasonably possible.
Glass Products
The StillGlass Bedside Carafe should generally be returned:
Unused other than reasonable inspection · Clean · Complete · Undamaged · Free from chips or cracks · With applicable protective packaging and components
Glass damaged after delivery through dropping, impact, improper cleaning, or misuse may not qualify for voluntary return where permitted by law.
If the carafe arrived damaged, please contact us before using or disposing of the product.
Reading Lights & Electrical Products
The SoftGlow Minimal Bedside Reading Light should generally be returned complete and undamaged with applicable:
Cables · Adapters · Charging accessories · Instructions · Packaging · Other supplied components
Unauthorized disassembly, modification, use with incompatible power sources, physical damage, liquid exposure, or damage caused through misuse may affect voluntary return eligibility.
Reasonable functional inspection is permitted where applicable, but extended use may affect voluntary return eligibility.
Organizers, Trays, Caddies & Storage Products
Products such as:
QuietTray Bedside Organizer · NightNest Bedside Storage Caddy · CalmCarry Travel Essentials Organizer
should generally be returned complete, clean, and undamaged.
Permanent modification, cutting, staining, excessive loading damage, adhesive alteration, structural damage, or loss of supplied components may affect voluntary return eligibility where permitted by applicable law.
9. Exchanges
If you would like another:
Product style · Size · Color · Design · Available variation
please contact:
Depending on the circumstances and product availability, the most efficient process may be to return the eligible original product and place a new order.
Our customer care team will provide applicable instructions.
10. Order Cancellation
Contact service@elavexa.com as soon as possible if you wish to cancel an order.
We will make reasonable efforts to accommodate cancellation requests before fulfillment or dispatch begins.
If an order has already been processed or shipped, it may need to be handled through the return process.
11. Mandatory Consumer Rights
Nothing in this Refund Policy excludes, restricts, or limits statutory warranties, remedies, refund rights, or consumer protections that cannot lawfully be excluded.
Where mandatory law provides more favorable rights, that law will apply.
Have a Question?
If you have questions about a return, refund, exchange, damaged item, fit concern, product-care issue, or missing product component, please contact our customer care team.
Brand: Elavexa
Legal Entity: Hami Peak Over Trading Co., Ltd.
Registered Address: No. 111, Shop, Building 63, Chunqinli Community, Beizhaoli Road, Yizhou District, Hami City, Xinjiang
Return Country/Region: China
Email: service@elavexa.com
Important: The registered company address above is not the standard product return address. Approved returns must be sent to the authorized return-processing warehouse provided by Elavexa customer service.
Elavexa is operated by Hami Peak Over Trading Co., Ltd.
Elavexa - Thoughtful comfort, supported with care.