Return and Refund Policy
Effective Date: May 05, 2026
At Elorey, we want customers to be satisfied with their orders. This Return & Refund Policy explains how returns, refunds, cancellations, and damaged item claims are handled.
1. Return Window
Return requests must be submitted within 30 days of delivery.
Returns requested after 30 days may not be accepted unless required by applicable law.
2. Eligible Return Items
To be eligible for a return, the item must:
Be unused
Be in its original condition
Include original packaging where possible
Include all accessories, manuals, tags, or parts where applicable
Be accompanied by proof of purchase, such as an order number or confirmation email
3. Non-Returnable Items
Returns or refunds may be refused for:
Used, damaged, altered, or incomplete items not caused by us
Items returned after the return window
Personalized or custom-made products
Final sale items are clearly marked as non-returnable
Items missing important parts, accessories, or packaging
Items damaged due to misuse, improper care, or customer handling
This does not limit any rights customers may have under applicable consumer law.
4. How to Request a Return
To request a return, contact us at support@elorey.com with:
Your order number
Your full name
The item you want to return
The reason for the return
Photos, if the item is damaged, defective, or incorrect
Please do not send any item back without contacting us first. Returns sent without authorization may be delayed or refused.
5. Return Shipping Costs
Unless the item is defective, damaged, incorrect, or applicable law requires otherwise, customers are responsible for return shipping costs.
We recommend using a trackable shipping service because we are not responsible for returns lost in transit.
6. No Restocking Fee
We do not charge a restocking fee for approved returns.
7. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at support@elorey.com.
Include your order number and clear photos of the item, packaging, and any damage.
If the issue is confirmed, we will provide an appropriate solution, which may include a replacement, refund, or other remedy required by law.
8. Refunds
Once we receive and inspect the returned item, we will notify you whether your refund is approved.
Approved refunds are typically processed within 5–10 business days after approval.
Your bank, card issuer, or payment provider may take additional time to post the refund to your account.
Refunds are issued to the original payment method unless otherwise required or agreed.
9. Exchanges
We do not currently offer direct exchanges.
If you want a different item, you may return the original item if eligible and place a new order.
10. Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@elorey.com.
If the order has not yet been processed or shipped, we will do our best to cancel it.
If the order has already shipped, the return process will apply after delivery.
11. Return Address
Please contact us before returning any item so we can confirm authorization and provide return instructions.
Authorized returns sent to:
Elorey Returns
2725 Agua Fria St APT D-109
Santa Fe, NM 87507
United States
12. Contact Information
Company: Elorey
Email: support@elorey.com
Phone: +1 (505) 523-2842
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Mountain Time
Address: 2725 Agua Fria St APT D-109, Santa Fe, NM 87507, United States
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