Return, Refund and Exchange Policy
We value our customers and strive to ensure that all products are properly checked, packed, and delivered in good condition. To maintain a fair and consistent process for all customers, please read the following Return, Refund and Exchange Policy carefully before placing your order.
1. General Policy
All purchases are considered final and are not eligible for return, refund, or exchange, except in the circumstances specifically stated in this policy.
A return, refund, or exchange request may only be considered if:
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The wrong item was sent by the merchant.
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The item received does not match the product specifications, description, features, or other information stated or advertised on our website.
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The item received is damaged, defective, spoiled, or otherwise not in acceptable condition upon delivery.
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The order has exceeded the delivery timeframe stated in our Shipping Policy, subject to verification of the order and delivery status.
Change of mind, incorrect selection, incorrect size or model chosen by the customer, or any other reason unrelated to the above circumstances will generally not be accepted for return, refund, or exchange.
2. Condition of the Item
Where a return or exchange is approved, the item must be returned in its original condition unless the product is damaged or defective upon delivery.
Where applicable, the item should be:
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Unused and in its original condition.
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Returned together with the original packaging, accessories, manuals, tags, labels, and other items supplied with the order.
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Free from damage, misuse, modification, or signs of improper handling caused by the customer.
The company reserves the right to reject a return, refund, or exchange request if the item has been used, damaged, altered, or handled improperly after delivery, except where the issue is determined to be a manufacturing defect or damage that occurred prior to or during delivery.
3. Evidence Required for Return or Refund Requests
To allow us to properly investigate the issue, customers are required to provide sufficient evidence together with their request.
The following evidence may be required:
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A clear and continuous unboxing video showing the unopened parcel from the beginning of the unboxing process. The video should clearly show the shipping label, outer packaging, condition of the parcel, packaging materials, and the item received.
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A clear video showing the first use or operation of the item, where applicable, particularly for electronic products, appliances, equipment, or products where the defect can only be identified during use.
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Clear photographs showing the condition of the item, packaging, shipping label, damage, defect, wrong item, or any other relevant issue.
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Order details, including the order number, purchase information, and relevant product details.
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Any other photographs, videos, documents, or supporting information reasonably requested by the company for investigation purposes.
Customers are strongly advised to record the entire unboxing process before opening or using the item. Failure to provide sufficient evidence may affect the company’s ability to verify the claim.
4. Submission Period
All return, refund, or exchange requests must be submitted to:
Email: elevate_home@outlook.com
The request must be submitted within 24 hours from the time the customer receives the item.
Customers should include the following information in their email:
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Order number
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Customer name
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Contact details
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Product name and/or model
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Description of the issue
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Clear photographs and videos
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Any other supporting evidence relevant to the claim
Requests submitted after the 24-hour notification period may not be accepted.
5. Review and Verification
All return, refund, and exchange requests are subject to review and verification by the company.
Submitting a request does not automatically mean that the request has been approved. The company may request additional information, photographs, videos, or other supporting documents before making a final decision.
The company reserves the right to reject a request where:
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The request is submitted after the stated 24-hour period.
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The required evidence is not provided.
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The evidence provided is unclear, incomplete, or insufficient to verify the claim.
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The issue is caused by misuse, improper installation, improper handling, negligence, unauthorized modification, or normal wear and tear.
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The item does not meet the applicable return or exchange conditions.
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The claim is found to be inconsistent with the order details or the actual condition of the product received.
6. Approved Refunds
If a refund is approved, the refund amount and method will be determined based on the circumstances of the case and the company’s refund procedures.
Depending on the situation, the company may offer one of the following remedies:
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Replacement with the correct item;
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Exchange for an eligible replacement item;
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Repair or other appropriate solution, where applicable; or
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Partial or full refund, subject to the circumstances of the case.
Where a refund is approved, customers may be required to return the affected item before the refund is processed.
Refund processing time may vary depending on the payment method, bank, payment provider, or other third-party financial institution involved. The company will not be responsible for delays caused by the customer’s bank or payment provider.
7. Wrong, Damaged, Defective, or Incorrect Items
If you receive an item that is wrong, damaged, defective, spoiled, or materially different from the product information advertised on our website, please contact us as soon as possible and within the required 24-hour period.
Please do not dispose of the product, packaging, shipping label, or other related materials until the case has been reviewed and resolved. The company may require these items for verification or return.
8. Exchanges
Exchanges are only available where the request falls within the circumstances covered by this policy and is approved by the company.
An exchange is subject to product availability. If the same item or model is unavailable, the company may, at its discretion, provide an alternative solution such as a refund or replacement with another eligible item.
Customers are not entitled to an exchange solely because of a change of mind, personal preference, incorrect selection, or failure to check the product specifications before placing an order.
9. Non-Acceptance of Late or Unsupported Claims
For the protection of both customers and the company, claims must be reported within the stated timeframe and supported by sufficient evidence.
Any return, refund, or exchange request submitted after 24 hours from receipt of the item, or submitted without the required supporting evidence, may be rejected without further consideration.
The company reserves the right to make the final determination on each case based on the information, evidence, order records, and circumstances available.
10. Important Reminder
Before placing an order, customers are encouraged to carefully review the product name, specifications, features, dimensions, model, compatibility, quantity, and other product information provided on our website.
By placing an order, the customer acknowledges and agrees to the terms and conditions of this Return, Refund and Exchange Policy.
For any questions regarding a return, refund, or exchange request, please contact us at:
