Return and Refund Policy

Last updated: April 27, 2025
We want you to love every Eluvia Path bag you receive. If something isn’t right, we’re committed to making it fair and straightforward.

At Eluvia Path, customer satisfaction is important to us. This Return & Refund Policy outlines your rights and the conditions under which we accept returns, process refunds, and handle exchanges for products purchased through our website at eluviapath.pro.

By placing an order with us, you agree to the terms set out in this policy. If you have any questions before purchasing, we encourage you to contact us — we’re happy to help.

1. Return Eligibility

We accept returns on standard (non-custom) items within 30 days of delivery, provided the following conditions are met:

The item is unused, unsoiled, and in its original condition
The item is returned in its original packaging (or equivalent protective packaging)
The return request is submitted within 30 days of the delivery date
Proof of purchase (order number or confirmation email) is provided

We reserve the right to refuse a return if the bag shows signs of use, washing, alteration, or damage caused after delivery.

2. Non-Returnable Items

The following items are not eligible for return or refund, except in cases of a manufacturing defect or damage caused during shipping (see Section 6):

Custom-printed or personalised bags — any bag that has been printed with your logo, name, or custom artwork
Bulk or wholesale orders produced to custom specifications
Items that have been used, washed, or altered
Items returned after the 30-day window has passed
Items purchased during final sale events, if marked as “non-returnable” at the time of purchase

Note on custom orders: Because custom-printed bags are produced specifically for you, we invest significant time and materials into each order. We strongly encourage you to review all artwork proofs and confirm all details carefully before approving production. We will not process refunds for custom orders where the final product matches the approved proof.

3. How to Initiate a Return

To start a return, please follow these steps:

Contact us within 30 days of receiving your order via our Contact page. Include your order number, the item(s) you wish to return, and the reason for the return.
Wait for our confirmation. Our team will review your request and respond within 2 business days with return instructions and the return address.
Package your item securely to prevent damage in transit. We recommend using the original packaging or equivalent protective material.
Ship the item to the return address provided. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.

Please do not send items back without first receiving written confirmation from our team, as unrequested returns may not be processed.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases where:

The item received was defective or damaged (see Section 6)
An incorrect item was sent due to an error on our part

In those exceptional cases, we will provide a prepaid return label or reimburse the return shipping cost upon receipt and verification of the issue.

We recommend retaining proof of postage until your refund has been confirmed. Eluvia Path is not responsible for return parcels lost or damaged during transit.

5. Refunds

5.1 Refund Processing Time

Once we receive and inspect your returned item, we will notify you of the outcome of your return request. If approved:

Refunds are issued to your original payment method
Processing typically takes 5–10 business days from the date we receive the return
Your bank or payment provider may require additional time to reflect the credit

5.2 Partial Refunds

In some cases, a partial refund may be issued if:

Only part of an order is returned
An item is returned in a condition that suggests light use or minor handling beyond what is expected for inspection

5.3 Original Shipping Costs

Original outbound shipping costs are non-refundable unless the return is due to our error or a product defect. If you received free shipping on your order (orders over $75), no shipping amount will be deducted from your refund.

6. Damaged or Defective Items

We take quality very seriously. All Eluvia Path bags are produced in ETI certified and SEDEX registered factories using 100% natural jute and cotton fibres. If your item arrives damaged or with a manufacturing defect, we will make it right.

Please contact us within 7 days of delivery if your order arrives:

Damaged during shipping
With a visible manufacturing defect (e.g., broken stitching, torn seams, print error on a custom bag)
Incorrect (wrong item or size shipped)

To process a claim, please contact us with:

Your order number
Clear photographs of the damage or defect
A brief description of the issue

Upon verification, we will offer one of the following resolutions at no additional cost to you:

A full refund to your original payment method
A replacement item shipped to you free of charge
A store credit, if you prefer

7. Exchanges

We do not offer direct exchanges. If you would like a different size, style, or product, we recommend:

Returning your eligible item following the process in Section 3
Placing a new separate order for the item you want

This ensures you receive your preferred item as quickly as possible without waiting for the return to be fully processed. If you have questions about which bag is right for you before ordering, our team is happy to help via the contact page.

8. Order Cancellations

8.1 Standard Orders

You may cancel a standard order before it has been dispatched by contacting us as soon as possible. If your order has already shipped, you will need to follow the return process once it is delivered.

8.2 Custom & Printed Orders

Custom bag orders enter production shortly after artwork approval. Cancellations are accepted only before production has begun. Once a custom order is in production, it cannot be cancelled and no refund will be issued, except in the case of a defect on our part.

If you need to cancel or modify a custom order, please contact us immediately via our Contact page and we will check whether it is still possible to pause the order.

9. Eco-Friendly Packaging Note

All Eluvia Path orders are shipped in plastic-free, recyclable or compostable packaging. When returning an item, we kindly ask that you also use plastic-free packaging wherever possible. Every small choice contributes to the bigger picture.

10. Contact Us

For all return, refund, and exchange enquiries, please reach out to our team:

Eluvia Path — Customer Support
Contact form: eluviapath.pro/contact-us/
Response time: within 2 business days (Mon – Fri, 9am – 6pm EST)
Mailing address: 303C — 9150 Rue Meilleur
Montréal (Québec) H2N 2A5, Canada

We will always do our best to find a fair and prompt resolution.

11. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our practices or applicable law. When we make changes, the “Last updated” date at the top of this page will be revised.

We encourage you to review this policy before placing an order. Continued use of our Services after any changes constitutes your acceptance of the updated policy.