01. 30-Day Return Request Window

We offer a 30-day return request window from the date an eligible item is delivered.

To request a return, contact service@elberwick.com within 30 calendar days after delivery and provide your order number and reason for return.

For ordinary change-of-mind returns, merchandise should generally be unused, in its original condition, and accompanied by its original packaging, accessories, and included components.

Items showing substantial use, unauthorized alteration, damage caused after delivery, or missing essential components may not qualify for an ordinary change-of-mind return.

02. Items That May Not Be Eligible

Unless applicable law provides otherwise, the following items may be excluded from discretionary change-of-mind returns:

• Products damaged through misuse, accidental breakage after delivery, or improper handling.
• Customized or personalized products where their specific listing explains a lawful return restriction.
• Items that cannot safely be resold for hygiene reasons after use, where the exclusion was clearly disclosed and legally permitted.
• Items missing components or accessories supplied with the original order.
• Final-sale items only where the exclusion was disclosed and applicable consumer law permits it.

These exclusions do not remove legal remedies for products that arrive defective, damaged, incorrect, or not as described.

03. How to Request a Return

To start a return request, please follow these steps:

1. Contact service@elberwick.com within the applicable return period.
2. Provide your order number, product name, reason for return, and relevant photographs if necessary.
3. Wait for our team to review your request and provide return authorization and the appropriate return address.
4. Securely package the approved merchandise with all required accessories and documents.
5. Send the parcel using the shipping instructions provided by customer service.
6. Retain proof of shipment and tracking information until the return has been resolved.

Please do not ship merchandise to our registered business address unless we expressly confirm that it is the correct return location.

04. Damaged, Incorrect, or Defective Items

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact us as soon as reasonably possible, ideally within 7 days of delivery.

Include clear photographs showing the product, the issue, and any relevant packaging. Retain protective materials until the matter has been reviewed where practical.

Depending on the circumstances and applicable law, an appropriate resolution may include a replacement, refund, return arrangement, or another legally required remedy.

Reporting an issue later than the suggested 7-day period does not remove statutory rights that apply to defective or nonconforming goods.

05. Return Shipping Costs

For eligible change-of-mind returns, customers may be responsible for return shipping costs, unless otherwise stated in the applicable offer or required by law.

If a return is necessary because we supplied an incorrect, defective, or damaged product, we will assess appropriate return arrangements and shipping responsibility consistent with applicable law.

Original delivery charges and other fees are refunded where required by law or expressly covered by the terms applicable to the order.

We recommend using a trackable shipping method for customer-arranged returns.

06. Return Inspection and Refund Processing

Once a returned parcel is received, we may inspect the merchandise to confirm its identity, condition, completeness, and return eligibility.

We will communicate the outcome of the assessment and notify the customer when an applicable refund has been approved or initiated.

Approved refunds are generally issued to the original payment method, except where another arrangement is required or permitted by applicable law.

After a refund is initiated, it may take approximately 5–10 business days for the relevant payment provider or financial institution to complete its processing and display the funds.

Actual timing can vary between banks and payment methods. Statutory refund deadlines apply wherever required.

07. Exchanges and Replacements

If you would prefer an exchange or replacement, contact our support team with your order details and the reason for the request.

Exchanges depend on inventory availability, the condition of the original product, the reason for the request, and applicable consumer rights.

We will explain available options after reviewing the circumstances. A requested replacement cannot be guaranteed if the relevant product is no longer available.

08. Order Changes and Cancellation

If you wish to cancel an order, contact service@elberwick.com promptly after purchase.

We will attempt to accommodate cancellation requests before the order enters dispatch processing. Once an order has shipped, immediate cancellation may no longer be possible.

If cancellation is unavailable and the order is delivered, you may request a return if eligible under this policy or under applicable law.

Where an order is canceled before fulfillment and payment has already been collected, the appropriate refund will be processed under the applicable payment arrangements.

09. Refused Deliveries and Returned Packages

Packages may occasionally be returned by carriers because of incorrect addresses, unsuccessful delivery attempts, refusal of delivery, or other logistical problems.

When this occurs, contact our support team to discuss available options. Reshipment charges or other reasonable costs may apply where permitted by law and properly disclosed.

Any refund associated with an undelivered or returned parcel will be determined by the circumstances, applicable consumer rights, and the order's relevant delivery obligations.

10. Statutory Consumer Rights

This policy describes our standard commercial return procedures and does not override mandatory consumer protection laws.

Customers may have additional rights concerning faulty merchandise, items that do not match their description, products that are not delivered, or other failures to meet legal requirements.

Where a mandatory legal remedy differs from a discretionary condition stated in this policy, the applicable legal requirement will prevail.

We may update this policy as business procedures or legal obligations change, but such updates will not unlawfully remove rights associated with previous purchases.