Returns & Exchange

Refund Policy

For questions and inquiries, you can contact us at support@eleve.com. Our customer support team will help you within 5-12 hours.

Order Cancellation

If you want to cancel your order, you must contact us within 12 hours of placing it. Cancellation is not possible after that. Contact us via the contact form or by email at support@eleve.com

Return Policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.

To initiate a return, please contact us via the contact form. Returning items without first requesting a return will not be accepted.

Exchange Eligibility

To be eligible for an exchange, the product must not show any damage caused by the customer, and you must provide proof of purchase along with a real photo or video.

If the 90-day warranty is used, the product must be returned unless otherwise agreed upon with customer service.

Order Processing

Orders will be processed as soon as the transaction is complete. There may be delays with instant bank transfers.

Consequences of Withdrawal

If you withdraw from this contract, we will refund all payments received from you, excluding delivery costs, within fourteen days from the day we receive the returned package. Refunds will be processed using the same payment method as the original transaction unless otherwise agreed. We may withhold the refund until we have received the goods back or you provide proof of return.

To initiate a return process, you must contact us. We will then assist you and provide information about the return procedure.

The deadline is met if you send the goods before the fourteen-day period expires. You bear the direct costs of returning the goods and are only responsible for any loss in value due to handling that is not necessary to check the condition, properties, and functionality of the goods.

Note: The costs of return shipments are borne by the buyer. We do not provide return slips.

(PLEASE NOTE: PARCELS RETURNED WITHOUT PRIOR AGREEMENT WILL NOT BE RECOGNIZED AS RETURNS).

Special Notes

If you finance this contract with a loan and later revoke it, you are no longer bound by the loan agreement if both contracts form a single economic unit. This is particularly applicable if we are also your lender or if your lender utilizes our cooperation regarding the financing. If we have already received the loan when the revocation takes effect, your lender will assume our rights and obligations under the financed contract concerning the legal consequences of the revocation or return.

If you wish to avoid a contractual commitment, please exercise your right of withdrawal and also withdraw from the loan agreement if you are entitled to do so.

Some products may differ from those shown on the website. We cannot guarantee a refund for these. We also reserve the right to send a product with slight variations if necessary to meet demand. We will endeavor to keep deviations minimal and not affect product quality.

For gift products, we can only offer as many as are in stock, and these may not be available for some orders.

In specific situations of stock restrictions, we reserve the right to send our products in alternative packaging. However, the contents are identical and meet the high standards of our brand.

Parcel Centers / Packing Stations

Deliveries to packing stations, parcel centers, or similar cannot be successfully delivered and are automatically returned to the sender. We cannot offer a refund in this case, and the costs for a new shipment are borne by the buyer.

Hygiene Guidelines

Products that come into contact with the mouth, skin, or body cannot be refunded as they cannot be resold.

We cannot accept responsibility for orders sent to the wrong address. Please ensure that you provide the correct and current address. Refunds for orders sent to the wrong address are not possible. Please note that product images may differ from the actual product.

We reserve the right to charge an increased handling fee of 50% of the purchase price, including shipping, in case of refusal.

We also reserve the right to charge a new shipping fee for further delivery attempts. Additionally, parcels automatically returned to the sender are considered refused.
Refunds and Product Use

Please note that a refund of the purchase price is not guaranteed if the desired results are not achieved. The ingredients in the product have a proven effect on most skin types; however, individual results may vary.

Due to high demand, products may occasionally be supplied in alternative packaging. By placing your order, you acknowledge this possibility and accept that there is no right to a refund based on different packaging. Furthermore, we do not accept returns or refunds after the product has been used.

Height Increase Clarification

For our orthopedic high pads, the displayed variants indicate the potential height boost when combined with a regular shoe sole. The actual height increase may vary depending on the type of shoe used. For best results, consider the design of your footwear when using our height-increasing insoles.

By purchasing, you agree to the product conditions, return policy, and refund policy.