Refund policy

At Elvatte, customer satisfaction is important to us. This Return & Refund Policy is written to be clear, transparent, and compliant with Google Merchant Center requirements. Please read it carefully before placing an order.

(Partial refunds are available only in limited circumstances as an optional alternative resolution, such as when a customer chooses not to return the merchandise. Full refunds remain available in accordance with the published Returns & Refunds policy when return conditions are met.)

1. Return Eligibility

We accept returns for both defective and non‑defective products, subject to the conditions below:

  • Items must be new, unused, and in original packaging

  • Items must be returned within 14 days of delivery

  • Proof of purchase (order number or receipt) is required

Items that do not meet these conditions may not be eligible for a refund or return.

2. Non‑Returnable Items

The following items are not eligible for return or refund:

  • Items marked as final sale on the product page

  • Gift cards

  • Items damaged due to misuse, neglect, or normal wear and tear

  • Items returned outside the 14‑day return window

If an item is non‑returnable, this will be clearly stated on the product page.

3. How to Initiate a Return

To request a return, please contact our customer support team before sending any items back.

Email: support@rileygrove.com

Please include:

  • Order number

  • Item(s) you wish to return

  • Reason for return

  • Photos or videos if the item is damaged or defective

Returns sent without prior approval and refernece may not be accepted.

Return Address (Canada):
7301 Shallford Rd,
Mississauga, ON L4T 2P8
Canada

4. Return Shipping

  • Customers are responsible for return shipping costs for non‑defective items

  • Original shipping fees are non‑refundable

  • We recommend using a trackable shipping service

Riley Grove is not responsible for items lost or damaged during return shipping.

5. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect:

  • Contact us within 7 days of delivery

  • Provide clear photos or videos showing the issue

Once verified, we will offer one of the following at our discretion:

  • Replacement

  • Refund

  • Store credit

The resolution will depend on item availability and the nature of the issue.

6. Refund Process

  • Once your return is initiated and customer provides the return tracking number, we will notify you of approval or rejection

  • Approved refunds are processed within 7 business days

  • Refunds are issued to the original payment method

Please note that processing times may vary depending on your bank or payment provider.

7. Exchanges

We do not offer direct product exchanges.

If you wish to exchange an item:

  • Return the original item following this policy

  • Place a new order for the desired item

8. Order Cancellations

  • Orders may be canceled within 12 hours of purchase, provided they have not been processed or shipped

  • Once an order has shipped, it cannot be canceled and must follow the return process after delivery

9. Refused or Undeliverable Packages

If an order is returned to us due to:

  • Incorrect or incomplete address

  • Refusal by the customer

  • Failed delivery attempts

The customer is responsible for any additional shipping fees. Refunds, if applicable, will be processed minus shipping costs.

10. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank or payment account

  2. Contact your credit card company or payment provider

  3. If the issue persists, contact us at support@rileygrove.com

11. Contact Information

Business Name: Riley Grove
Email: support@rileygrove.com
Phone: +1‑437‑590‑3926
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

Registered Address (Primary): 7301 Shallford Rd Mississauga ON L4T2P8 Canada
Secondary Address: 2800 Philadelphia Pike, Suite B #1246, Claymont, DE 19703, United States

 

 

12. Policy Updates

Riley Grove reserves the right to update or modify this Return & Refund Policy at any time. Changes will be posted on this page and take effect immediately.

 

 

Questions?

If you need more information, feel free to contact our customer support team at:
support@rileygrove.com

Contact Information

For any questions about above, please contact us at:

Business Information

Legal business name: 15444489 Canada Inc.

Address: 269 Equestrian way Cambridge, ON N3E 0C7Canada

Customer support time: Monday to Friday: 9:00 AM – 5:00 PM (EST)