Refund and

Returns Policy

Overview

At Élevé, we believe returns should be handled with the same care and clarity as the products themselves. While fragrance is deeply personal, our Returns & Refunds Policy is designed to be transparent, fair, and aligned with the nature of our craft.

Please review the guidelines below before initiating a return.

1. ELIGIBLE RETURNS AND EXCHANGES

To be eligible for a return or exchange, items must meet all of the following conditions:

  • Unused and unopened

  • In original packaging, including protective inserts

  • Free from damage, wear, or signs of use

  • Returned within 7 days of delivery

  • Accompanied by proof of purchase

For products purchased through authorized retailers, returns must be handled directly with the original seller.

2. ITEMS NOT ELIGIBLE FOR RETURN

For hygiene, safety, and quality reasons, the following items are not eligible for return or exchange:

  • Opened or used fragrances, candles, diffusers, or home scent products

  • Items with broken seals or altered packaging

  • Personalized or custom creations

  • Samples, discovery sets, or promotional items

  • Gift cards

  • Items marked final sale

3. DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged or defective, please contact us within 48 hours of delivery.

Email [email protected]

When reaching out, include:

  • Your order number

  • Clear photographs of the item, packaging, and shipping box

Once reviewed, we will arrange a replacement or refund at no additional cost, depending on availability.

4. HOW TO INITIATE A RETURN

To begin a return request:

  • Email [email protected] within 7 days of delivery

  • Include your order number and the items you wish to return

  • Receive your Return Merchandise Authorization (RMA) and return instructions

  • Package items securely in their original packaging with the RMA included

  • Ship the return using the instructions provided

Returns sent without an approved RMA may be refused or delayed.

Return Shipping Costs

Return shipping responsibilities are as follows:

  • Quality issues or damaged items: Return shipping is fully covered by Élevé

  • Change of mind or preference:

    • Use our prepaid return label for $8.95, deducted from your refund

    • Or return using your own trackable carrier

  • Fragrance returns: Must be shipped via ground service only for safety and compliance

  • International orders: Customers are responsible for all return shipping costs, duties, and customs fees

Élevé is not responsible for returns lost in transit. We strongly recommend using a trackable shipping service.

5. REFUND PROCESSING

Once your return is received and inspected:

  • Refunds are processed within 5–10 business days

  • Funds are issued to the original payment method

  • Original shipping costs are non-refundable unless the return is due to our error

If a return causes your order to fall below a promotional threshold, the refund may be adjusted accordingly.

6. EXCHANGES

Due to the personal nature of fragrance, direct exchanges are not offered for opened products.

Eligible unopened items may be returned for a refund and reordered separately.

7. RITUAL SUBSCRIPTION & RECURRING DELIVERIES 

Subscription offerings (“Rituals”) follow separate guidelines:

  • Ritual orders are final once processed

  • You may pause or cancel future deliveries prior to the next billing cycle

  • Changes affect upcoming shipments only

Ritual contents may evolve over time to reflect seasonal curation, availability, and creative direction.

8. INTERNATIONAL ORDERS

For international orders:

  • Customers are responsible for return shipping, duties, and taxes

  • Original import fees are non-refundable

  • Please contact us before returning any international order

Returns sent without proper documentation may not be accepted.

9. BUNDLES AND GIFT SETS

  • All components must be returned together

  • Partial returns are not accepted

  • Gift sets must be unopened and in original condition

10. PRODUCT CARE GUIDELINES

Élevé products are created for intentional use and sensory enjoyment. Please follow the guidelines below to ensure safe use, optimal performance, and longevity across all formats.

Home Fragrance

Élevé home fragrance products are designed for ambient scenting and atmospheric use only.

Candles

  • Burn within sight and never leave unattended

  • Trim wick to approximately 5mm before each use

  • Allow wax to melt evenly across the surface during the first burn

  • Keep away from drafts, flammable materials, children, and pets

  • Discontinue use when wax reaches approximately 10mm from the base

Reed Diffusers

  • Place on stable, protected surfaces away from heat and direct sunlight

  • Avoid contact with skin, eyes, fabrics, and finished or delicate surfaces

  • Wash hands after handling reeds

  • Flip reeds only as needed to refresh scent

  • Keep out of reach of children and pets

E-Diffusers and Electric Scent Devices

  • Use only with Élevé-approved oils or refills

  • Follow all manufacturer instructions provided with the device

  • Do not overfill reservoirs

  • Disconnect from power before refilling or cleaning

  • Keep away from water, heat sources, children, and pets

Volcanic, Stone, and Passive Diffusers

  • Intended for ambient diffusion only

  • Apply fragrance gradually to avoid oversaturation

  • Place on non-porous, protected surfaces

  • Avoid direct contact with skin, textiles, or finished surfaces

  • Performance may vary depending on airflow and environment

Incense

  • Burn only in a suitable heat-resistant holder

  • Use on a stable, fire-safe surface

  • Never leave burning incense unattended

  • Ensure ash falls onto a protected surface

  • Keep away from drafts, flammable materials, children, and pets

Refills

  • Designed for use with corresponding Élevé vessels and devices only

  • Avoid mixing with non-Élevé products or liquids

  • Store upright in a cool, dry place away from heat and sunlight

  • Keep sealed when not in use

Fine Fragrance

  • For external use only

  • Avoid contact with eyes and broken or irritated skin

  • Discontinue use if irritation occurs

  • Store away from heat and direct sunlight to preserve fragrance integrity

General Notes

  • Individual scent perception, diffusion strength, and longevity may vary based on environment, airflow, and personal sensitivity

  • Product descriptions of scent, mood, or atmosphere are interpretive and artistic in nature

  • Products are not intended to diagnose, treat, cure, or prevent any condition

  • Always refer to individual product labels for additional care instructions

Check ingredient information prior to use. If you have known sensitivities or concerns, contact us before purchasing.

11. IMPORTANT NOTES

  • Due to the artisanal nature of our products, variations in scent, color, or intensity may occur and are not considered defects

  • Personal preference or scent sensitivity is not a valid reason for return once a product is opened

  • Policies apply from the effective date listed above

If you have questions or need guidance, we’re here to help.

Contact us at [email protected]

Everything else can wait.