Return, Exchange and Refund Policy

Exchange an Order

We strive to ensure your complete satisfaction with every purchase. We accept exchanges for eligible items within our return policy guidelines. To qualify, items must be new, unused, and in their original packaging.

To initiate an exchange, contact our Customer Service team at [email protected] with your order details and exchange request. We’ll respond within 2–3 business days with instructions. Please review the return conditions below to ensure eligibility.

Return Policy

Return Time Frame

Returns are accepted for both defective and non-defective products within 30 days from the delivery date. After this period, the order is considered accepted, and no returns or exchanges will be processed.

Eligible Return Conditions

We accept returns for products meeting the following conditions:

  • The product arrives damaged or shattered.
  • The product design, size, or material differs from what was ordered.
  • The incorrect product is received.
  • The product does not match its original description.
  • Non-defective items in new condition, as per the product condition requirements.

Condition of Returned Products

Returned items must meet these requirements:

  • New, unworn, unwashed, and unaltered.
  • In original condition with all tags and packaging intact.
  • Not defective unless due to our error.
  • Free of minor issues like redundant threads that can be easily fixed.

Required Documentation for Returns

To process a return, provide the following to [email protected]:

  • Shipping label or receipt.
  • Proof of purchase.
  • Evidence of defective items (e.g., photos, if applicable).
  • Screenshots of prior email correspondence with our team.

Procedure for Requesting a Return

  1. Email your return inquiry to [email protected] with all required documentation.
  2. Await a response from our Customer Service team within 2–3 business days confirming eligibility.
  3. Follow the provided instructions, including using the free return label included in your package.

Note: Returns or exchanges will not be processed without email confirmation of eligibility.

Return Process

Upon confirmation of eligibility, our team will confirm the return address and ensure the free return label (included in the original package) is ready for use. Do not ship the package without our email confirmation, as we are not responsible for lost returns. After sending the return, forward the carrier’s tracking number to [email protected] in a separate email.

Returns are processed by mail with no restocking fees.

Refund Policy

Refund Processing Timeline

Once we receive the returned package, processing takes up to 15 days. We will email you to confirm receipt and initiate a full refund, including the original shipping fee (e.g., $7.99 for orders under $150, or $0 for orders over $150).

Refunds may take additional time to appear in your account, depending on your card issuer. If you haven’t received your refund within 15 days, check your bank account, then contact your credit card company. For further assistance, email [email protected], and we’ll respond within 2–3 business days.

Important Notes

  • Our policy is valid for 30 days from delivery completion. No refunds or exchanges are issued after this period.
  • Returns and exchanges incur no additional fees, and a free return label is included in the package.
  • We are not liable for damages or losses during return shipping if the provided return label and instructions are not followed.
  • Contact our Support Team at [email protected] before initiating a return or exchange. Unconfirmed returns or lost items will not be processed.
  • Ensure your email address is correct when ordering, as shipping and return updates are sent via email to avoid delays.
  • Customer satisfaction is our priority. For questions, reach out to [email protected].

Thank you for shopping with Eland Mart. Happy shopping!