Return & Exchange Policy

To request a return, exchange, order cancellation, or EU withdrawal, please submit your request here: Return & Cancellation Request Form

If you cannot access the form, you may also contact us at hi@elaroiy.com. Please include your order number and the email address used at checkout.

Returns and Cancellations

Please submit a request before sending any item back to us. Items returned without an approved request may not be accepted.

Order Cancellations

We accept order cancellation requests within 12 hours of purchase.

If your order is successfully canceled before shipment, a full refund will be issued within 2–3 business days.

Once your order has been shipped, it can no longer be canceled. If the order has already shipped, you may submit a return request after receiving the item.

30-Day Return Policy

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition that you received it: unworn or unused, with tags, accessories, and original packaging. You will also need the receipt or proof of purchase.

After your return request is reviewed and approved, we will provide return instructions, including the return address and any required shipping details.

Return shipping fees must be paid in advance. Cash on Delivery (COD) packages will not be accepted.

Please keep your return tracking number and send it to us after shipping the package back. Returns that do not meet these requirements may be refused.

Damages and Issues

Please inspect your order when it arrives. If the item is defective, damaged, or incorrect, submit a request through our form or contact us at hi@elaroiy.com as soon as possible.

Please include your order number and clear photos or videos of the issue so we can review and resolve it.

Exchanges

The fastest way to exchange an item is to submit a return request first. Once the return is approved, you may place a new order for the item you want.

12-Month Warranty for Quality Issues

We stand behind the quality of our products and offer a 12-month warranty for quality-related issues.

To submit a warranty claim, please use our request form or contact us at hi@elaroiy.com with your order number and photos or videos of the issue.

Damage caused by misuse, accidents, unauthorized modification, or normal wear and tear is not covered by the warranty.

Exceptions and Non-Returnable Items

The following items may not be eligible for return:

• Custom or personalized items
• Gift cards
• Used, damaged, or incomplete items
• Items without valid proof of purchase
• Items returned without approval
• Products damaged by misuse, accidents, or unauthorized repair

If you are unsure whether your item is eligible, please submit a request before sending it back.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days after receiving the goods, for any reason and without providing a justification.

To exercise your EU right of withdrawal, please submit your request here: Return & Cancellation Request Form

After you submit your request, we will confirm receipt by email and provide the next steps.

As above, your item must be in the same condition that you received it: unworn or unused, with tags, accessories, and original packaging. You will also need the receipt or proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please remember that your bank or credit card company may need additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hi@elaroiy.com.

Contact Information

For questions about returns, cancellations, exchanges, warranty claims, or refunds, please contact us at:

hi@elaroiy.com

Business hours: Monday – Friday, 9:00–18:00 (Hong Kong Time)