Scope and merchant of record
This Refund & Return Policy supplements the Terms of Service for goods branded Eluvo sold online by Brandoadesign.world, Vetrlidsallmenningen 11, 5014 Bergen, Norway. It applies to consumers making distance purchases and, where compatible, to business purchasers unless a master supply agreement explicitly replaces these paragraphs.
Statutory withdrawal for EU and EEA consumers
Where you qualify as a consumer under Directive 2011/83/EU, as implemented in Norway via the Cancellation Act (anhungerloven), you normally enjoy fourteen calendar days from the day you (or a third party you nominate, other than the carrier) physically receive the goods to notify us of withdrawal. Exceptions apply when security seals on food supplements are broken after delivery because hygiene and health protection prevent resale under Article 16(m).
Practical tip: keep bottles sealed and photograph outer cartons immediately upon arrival to simplify parcel-damage claims with couriers.
Eligibility matrix
| Scenario | Typical outcome |
|---|---|
| Unopened goods returned within policy window | Product price refunded; outbound shipping only reimbursed when law mandates |
| Opened food supplement bottle no longer hygienically resellable | No refund except manufacturing defect proven after triage |
| Wrong SKU shipped by our error | Free replacement or full refund including reasonable return postage |
| Transit damage with timely photographic notice | Replacement or refund once carrier claim filed |
| Delayed delivery beyond statutory thresholds | Treat as material breach; cancellation rights may arise |
How to start a return or refund
Email ask@brandoadesign.world from the purchasing email account, include order number, concise reason, and attachments (photos of packaging, batch codes). Approved returns receive a return merchandise authorisation (RMA) code and, where relevant, prepaid labels for defects we caused.
Unauthorized returns without RMA may experience slower processing or refusal if inventory controls cannot reconcile inbound parcels.
Refund timing mechanics
After receiving and inspecting eligible goods, we initiate refunds to the original payment instrument within fourteen business days unless extended investigation is disclosed in writing. Payment networks may add settlement latency beyond our control.
Partial refunds, bundles, and promotions
If you return only part of a bundle, we may recalculate promotional discounts proportionally. Loyalty points previously redeemed for the purchase may be reinstated digitally rather than as cash equivalent.
Chargebacks and good-faith resolution
Contact us before disputing a charge so we can correct legitimate billing errors quickly. Contested chargebacks without prior outreach may limit future express checkout privileges pending manual review.
Escalation contacts
Brandoadesign.world · Eluvo customer resolution
Vetrlidsallmenningen 11, 5014 Bergen, Norway
ask@brandoadesign.world