Return & Refund Policy

This website is operated by Mingfa Consultants LLC. Our business address is 2129 KERN ST FRESNO, CA 93721. For customer support, contact us at jiangru8886@gmail.com or +1 216-340-1057. All orders are fulfilled from our US domestic warehouse, and all return & refund processes are only available for US domestic customers with US shipping addresses.

1. Eligible Return Time Window

You may submit a return request within 30 calendar days after the date you receive your package (delivery tracking marked “Delivered”). No return requests will be accepted if submitted beyond the 30-day window.

2. Conditions for Accepted Returns

Items are eligible for full return only if all the following standards are met:

  1. The product is unused, unwashed, unaltered, free of stains, tears, odors or damage caused by customer wear;
  2. All original packaging, hang tags, labels, accessories attached to the product are fully intact and attached;
  3. The item is not classified as a final sale, clearance, personalized custom product or pet hygiene consumable (pet hygiene items such as litter, waste bags, and grooming products are non-refundable for hygiene reasons).
  4. Return items must be shipped back to our designated US return warehouse address provided by customer support.

Non-Returnable & Non-Refundable Item Categories

  • Final sale, clearance, flash sale discounted products marked “Final Sale” on product pages;
  • Custom personalized printed/embellished goods made to customer specifications;
  • Intimate apparel, underwear, lingerie, swimwear for hygiene protection;
  • Products damaged, stained, washed, altered or worn by customer;
  • Missing original tags, packaging, accessories, which cannot be resold as new merchandise.

3. Return Shipping Cost Rules

  1. Customer Responsible for Return Shipping Fee: All return shipping costs and return tracking fees are fully borne by the customer, unless the return is caused by our official error (wrong size sent, wrong item shipped, defective factory product, missing accessories).
  2. We do not provide pre-paid return shipping labels for standard voluntary returns. You may select any US domestic logistics carrier to send the return package to our US return warehouse.
  3. If the return is our fault (wrong/defective goods), we will cover one-time standard ground return shipping cost after we receive and inspect your returned item.

4. Step-by-Step Return Process

  1. Submit a return request via email jiangru8886@gmail.com within the 30-day return window, provide your order number, full name, item SKU, and clear photos of the intact product with original tags.
  2. Our customer service team will review your request within 2 business days, and send our official US return warehouse address and return guidelines via email if approved.
  3. Package the item securely, attach a note with your order number inside the parcel, ship the package to the provided return address, and send the return tracking number to our support email after shipment.
  4. Our warehouse inspection team will inspect your returned goods within 5–7 business days after receiving the package. If all return conditions are satisfied, we will process your refund or store credit as requested.

5. Refund Processing Rules

5.1 Full Refund to Original Payment Method

Once returned items pass warehouse inspection, we will issue a full refund equal to the product purchase price to your original payment account.

  • Original shipping fees paid at checkout are non-refundable for voluntary customer returns;
  • Sales tax charged on the order will be fully refunded together with the product amount.Refund processing time: 3–10 business days, depending on your payment bank’s processing speed.

5.2 Store Credit Alternative

You may choose to receive store credit instead of a cash refund after return approval. Store credit will be added to your ellevivi.shop account immediately after inspection, valid for 12 months for all site-wide purchases, no minimum order limit required.

5.3 Partial Refund Scenarios

We only offer partial refunds under the following limited circumstances:

  1. Minor factory cosmetic defects that do not affect normal wear, confirmed with customer photos before return shipping;
  2. Customer chooses to keep the defective/wrong item instead of returning it, and requests partial compensation discount.All partial refund amounts are determined solely by our customer support team after evidence review.

6. Order Cancellation Before Shipment

  1. You may cancel your order for a full refund free of charge if your order has not yet been marked “Shipped” in our system. Submit cancellation request via support email with your order number.
  2. Once our US warehouse generates a shipping label and marks the order as shipped, order cancellation requests will be treated as standard post-delivery return requests subject to the 30-day return policy.

7. Damaged & Defective Item Claims

If you receive a factory defective, broken, wrong or missing item in your delivered package:

  1. Contact support@ellevivi.shop within 7 days of delivery, attach clear photos/videos showing the product defect, shipping box damage, and order packing slip.
  2. Two resolution options for damaged/defective goods:Option A: Return the item following our standard return process for full cash refund (we cover return shipping cost);Option B: Keep the item and receive a partial refund discount as compensation, no return shipping required.
  3. Claims for damage submitted over 7 days after delivery will not be accepted.

8. Refund Rejection Conditions

We reserve the right to reject your full refund request and send the item back to you at your own shipping cost if any of the following occurs:

  1. Return window expired (over 30 days after delivery);
  2. Return item is worn, washed, stained, damaged, altered, missing tags/original packaging;
  3. Non-returnable product categories (final sale, pet hygiene consumables, custom goods);
  4. Return package lost in transit with no valid tracking number provided by the customer;
  5. Customer submits fake defect photos or false return reasons to obtain refunds improperly.

9. Contact For Return & Refund Support

Email: jiangru8886@gmail.com

Shopping Cart