Refund & Returns Policy
At Domivie, we are committed to providing high-quality products and fair customer service. This Refund & Returns Policy applies to orders delivered within the United Kingdom, United States, and Australia.
Domivie is operated by ELASPERA UK LTD, a company registered in England & Wales.
Important: Payments will appear on your bank statement as ELASPERA UK LTD.
1. 30-Day Return Window
You may request a return within 30 days of confirmed delivery.
To be eligible for a return:
The item must be unused and in original condition
All original packaging, components, and accessories must be included
The return must be approved in writing by our support team
Unauthorized returns may not be accepted or refunded.
2. Return Authorization Process
Before returning any item, you must contact us:
Email: Hello@elaspera.com
WhatsApp: +44 7453 599942
Please include:
Your order number
Reason for return
Photos (if item is damaged or incorrect)
We will provide return instructions once approved. Returns sent without authorization may be refused.
3. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
You must notify us within 7 days of delivery
Clear photo evidence must be provided
We will arrange a replacement or refund once verified
Failure to provide supporting evidence may delay or limit resolution.
4. Change of Mind Returns
If you wish to return an item for personal reasons (wrong selection, no longer needed, etc.):
You are responsible for return shipping costs
Original shipping fees are non-refundable
Items must be in resaleable condition
We do not charge restocking fees.
5. Delivery & Proof of Fulfilment
To protect both customers and our business:
All orders are shipped with tracking
Some shipments may require signature confirmation
Delivery confirmation from the courier constitutes proof of successful delivery
Orders delivered to the address entered at checkout are considered fulfilled
Customers are responsible for ensuring their shipping address is accurate at the time of purchase.
If tracking confirms delivery, we reserve the right to dispute “Item Not Received” chargebacks with delivery confirmation evidence.
6. Failed Delivery / Refused Shipments
If a package is:
Refused
Unclaimed
Returned due to incorrect or incomplete address
We may deduct return shipping and handling costs from your refund.
7. Refund Processing
Once your return is received and inspected:
Approved refunds are processed within 7 business days
Refunds are issued to the original payment method only
Banks and payment providers may take 5–10 additional business days to reflect funds
Partial refunds may apply for returned items that are damaged, used, or incomplete.
8. Fraud Prevention & Chargebacks
To prevent unauthorized transactions:
Orders may undergo automated fraud screening
High-risk orders may require identity or address verification
We reserve the right to cancel and refund suspicious transactions
If a chargeback is initiated without contacting us first, we may provide the payment processor with: Order confirmation
IP address & geolocation data
Billing and shipping address verification
Delivery tracking confirmation
Customer communication records
We strongly encourage customers to contact us directly to resolve any issue before initiating a payment dispute.
9. US Consumer Compliance
For customers in the United States:
If shipment is delayed beyond the advertised timeframe, you may request cancellation prior to dispatch for a full refund
This policy complies with applicable Federal Trade Commission (FTC) Mail Order Rule requirements
Nothing in this policy limits your statutory rights under UK, US, or Australian consumer protection laws.
10. Non-Returnable Items
Certain products may be non-returnable for hygiene, safety, or health protection reasons. These items will be clearly marked on the product page.
Company Information
Brand Name: Domivie
Operated by: ELASPERA UK LTD (Registered in England & Wales)
Registered Address:
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Email: Hello@elaspera.com
Phone: +44 203 393 1607
WhatsApp: +44 7453 599942
Customer Service Hours:
Monday–Friday | 9:00 AM – 5:00 PM (GMT)
We respond within 24 business hours.