At Elorey, customer satisfaction is important to us. We want customers to have a clear and reliable experience when purchasing from our store.
We offer a 30-day return policy on eligible purchases. This Return & Refund Policy explains the requirements, return process, refund timelines, and exchange options available to our customers.
1. Return, Refund & Exchange Eligibility
Products may be eligible for a return, refund, or exchange when the following conditions are met:
- The return request is submitted within 30 days of delivery
- The item is unused and remains in its original condition
- Original packaging, tags, accessories, and included parts are returned where applicable
- The item has not been damaged through customer use or handling
If you receive an incorrect, damaged, or defective item, please contact us within 48 hours of delivery and provide clear photos of the product and packaging.
Please contact our customer support team before sending any item back.
2. Items That May Not Be Eligible for Return
Returns or exchanges may not be accepted when:
- The product has been used, altered, or damaged after delivery
- The return request is submitted after the 30-day return period
- The item is clearly identified as final sale or non-returnable
- Important tags, accessories, or original packaging are missing where required
- The product is damaged because it was not properly packaged for return
All returned products are subject to inspection before a refund or exchange is approved.
3. Return Shipping Costs
Elorey provides free return shipping for eligible approved returns.
After your return request has been reviewed and approved, we will send a prepaid return shipping label by email.
You can download and print the label, securely attach it to your return package, and drop the package off according to the instructions provided with the return label.
You should not send a return before receiving return instructions from our support team.
4. Return Process
Step 1 – Contact Us
To request a return, contact our support team and provide:
- Order number
- Customer name
- Reason for the return
- Photos where applicable, particularly for damaged, defective, or incorrect items
Step 2 – Return Approval
Our team will review your request and confirm whether the item qualifies for a return.
If approved, we will email you the return instructions and prepaid return shipping label.
Step 3 – Prepare Your Package
Please make sure the product is:
- Unused
- Properly and securely packaged
- Returned with original packaging, tags, accessories, and included parts where applicable
Step 4 – Ship the Return
Download and print the prepaid return label provided by Elorey and attach it securely to the package.
Step 5 – Inspection & Resolution
Once we receive the returned product, we will inspect it to confirm that it meets the return requirements.
You will receive an email regarding the outcome of the inspection and whether your refund or exchange has been approved.
5. Refund Processing & Timelines
Once an eligible return has been received and approved:
- Return inspection: Typically within 1 business day after receipt
- Refund processing: Usually within 24 hours after approval
- Refund arrival: Typically within 10 business days, depending on your bank or payment provider
Refunds are normally issued to the original payment method used for the purchase.
The time required for the funds to appear in your account may vary depending on your card issuer, bank, or payment provider.
6. Exchanges
Yes, Elorey accepts exchanges for eligible products.
If you would like to exchange an eligible item, please contact us within the applicable 30-day return period.
After the exchange request is approved, we will provide the necessary return instructions and a prepaid return shipping label.
Exchange orders are generally processed within 1 to 2 business days after the returned item has been received and approved.
Standard delivery for the replacement item is typically 5–7 business days, depending on the delivery address and carrier.
7. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or contains the wrong product, please contact us as soon as possible and preferably within 48 hours of delivery.
Please provide:
- Order number
- Description of the issue
- Clear photos of the product
- Photos of the packaging and shipping label where applicable
After reviewing the information, we will work with you to provide an appropriate resolution, which may include a replacement, exchange, or refund.
Eligible damaged, defective, or incorrect-item returns are covered by Elorey's free return shipping.
8. Restocking Fees
Elorey does not charge restocking fees on approved returns or exchanges.
We aim to keep the return process straightforward and transparent, with no unexpected restocking deductions.
9. Return Approval & Customer Communication
We believe customers should receive clear information throughout the return process.
We aim to provide:
- Clear return requirements
- Return approval or rejection information
- Prepaid return instructions for eligible returns
- Refund and exchange updates
- Transparent communication regarding any return issue
If a return does not meet the applicable requirements, we will explain the reason to the customer.
10. Contact Us
If you have questions about a return, refund, exchange, damaged item, or any other order-related issue, please contact our support team.
Business Name: Elorey
Business Hours: Monday–Friday | 9:00 AM–5:00 PM Mountain Time
Phone: +1 (505) 523-2842
Email: support@elorey.com
Address: 2725 Agua Fria St APT D-109, Santa Fe, NM 87507, United States