Refund policy

Returns

Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer a refund or exchange.

To be eligible for a return:

  • The item must be unused, unwashed, and in the same condition as received.

  • The item must be returned in its original packaging.

  • A receipt or proof of purchase is required.

Hygiene Notice

Due to hygiene and health reasons, we do not accept returns of used bedding products, including but not limited to:

  • pillows

  • comforters / duvets

  • mattress protectors

  • Bedlinens (duvet covers, pillow cases)

unless the item is defective or damaged upon arrival.

Partial Refunds (if applicable)

Partial refunds may be granted in the following situations:

  • Items returned not in original condition

  • Items that are used, washed, altered, or missing original packaging

  • Items damaged for reasons not due to our error

We reserve the right to refuse a refund if the item does not meet return conditions.

Shipping Damage

Elfenbein Ltd. is not liable for products damaged or lost during shipping.

If your order arrives damaged:

  • Please contact the shipping carrier immediately to file a claim

  • Take clear photos of the damaged item and packaging

  • Keep all packaging materials until the claim is resolved

Customs Duties, Taxes & Tariffs

Customs duties, import taxes, tariffs, and customs administration fees are the responsibility of the buyer.

These charges:

  • Are determined by the destination country

  • Are collected by the courier or local authorities

  • Are beyond our control

  • Are non-refundable

Refunds

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved:

  • The refund will be issued to your original payment method

  • Processing time may vary depending on your bank or card provider

Late or Missing Refunds

If you have not received your refund yet:

  1. Check your bank account again

  2. Contact your credit card company (processing times may apply)

  3. Contact your bank

If the issue persists, please contact us at:
📧 info@pehelypaplan.hu

Exchanges

We only replace items if they are defective or damaged.

To request an exchange, please contact us first at:
📧 info@pehelypaplan.hu

Return address:
Elfenbein Ltd.
Terez körút 35., Paplanos pince
1067 Budapest
Hungary

Return Shipping

  • Buyers are responsible for return shipping costs

  • Shipping costs are non-refundable

  • If a refund is approved, return shipping costs may be deducted from the refund

For items valued over USD 75, we recommend using:

  • A trackable shipping service

  • Shipping insurance

We cannot guarantee receipt of returned items without tracking.