Refund policy
Thank you for shopping with us! We value your satisfaction and are committed to providing an excellent shopping experience. If you’re not completely satisfied with your purchase, our return and refund policy is here to help.
Right to Cancel
You may request to cancel your order within 14 days of placing it. However, refunds depend on the order status at the time of cancellation:
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Before Processing
If your order has not yet been processed, you are eligible for a full refund. -
After Processing / In Transit
If your order has already been processed or dispatched, a 50% refund of the order value will be issued.
This is because fulfillment and logistics costs have already been incurred.
Once your order has been delivered, it is no longer eligible for cancellation.
How to Cancel
To request a cancellation, please contact us as soon as possible:
• Email us at info@elitetails.com
Please include your order number and request details so our team can process your cancellation efficiently.
Orders can only be cancelled before they are processed or shipped.
Returns Policy
We offer returns on eligible items under the following conditions:
- Return requests must be made within 30 days of receiving your order
- Products must be unused, unopened, and in original packaging
- All accessories, manuals, and original contents must be included
- Return shipping costs are the responsibility of the customer (including the custom and taxes).
- Items returned used, opened, or damaged may be rejected or refunded partially
Refused Deliveries & Incorrect Address
If a customer refuses to accept delivery of an order or provides an incorrect or incomplete shipping address at the time of purchase, the order may not be eligible for a full refund.
Any applicable shipping, handling, or return-to-sender costs incurred will be deducted from the refund amount.
Return Address & Unauthorized Returns
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All returns must be approved by Elitetails customer support before being sent back.
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Do not return items to the sender’s address or any address shown on the package, as these are logistics facilities and do not accept returns.
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Once your return request is approved, we will provide you with the correct return address and instructions.
Any items sent back without prior approval or to an incorrect/unauthorized return address:
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Will not be received
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Will not qualify for a refund or replacement
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Will not be the responsibility of EliteTails
Customers are responsible for ensuring the return is shipped to the exact address provided by our support team and for retaining proof of delivery.
Returns (Unwanted Items)
At EliteTails.com, we value your satisfaction and want to ensure a seamless shopping experience. That's why we offer an extended 30-day return policy, providing you with ample time to make a decision about your purchase. Here are the details of our policy:
- Flexible Timeframe: You have a generous 30 days from the delivery date to initiate a return request.
- Hassle-Free Process: Requesting a return is simple and straightforward. Just reach out to our dedicated customer support team, and they will guide you through the process step by step.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Returns (Damaged/Defective Items)
We strive to provide our customers with high-quality products, but we understand that occasionally, items may arrive damaged or defective. If you receive a damaged or defective item or if you are not satisfied with your purchase for any reason, we offer a hassle-free return policy. Please read the following return policy carefully:
- You have a generous 30 days from the delivery date to initiate a return request.
- If you receive a damaged or defective item, please contact us immediately. We will either replace the item or issue a refund, whichever you prefer. We may require photos of the damaged item to help us improve our packaging and shipping processes.
- If you wish to return an item for any other reason, it must be in new, unused condition with original tags and packaging intact.
- Refunds will be issued in the original form of payment once we receive the returned item and verify its condition.
- We reserve the right to refuse returns that do not meet these criteria or if we suspect fraudulent activity.
To initiate a return, please contact our customer service team via email info@elitetails.com with your order number and the reason for the return. We will provide you with a return authorization number and instructions on how to return your item.
How to Return an Item
- Contact Us: Email our team at info@eliteTails.com with your order number and reason for the return.
- Get Return Instructions: We’ll email you a return authorization and step-by-step instructions.
- Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.
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Send it Back: Drop your package off at the nearest shipping carrier location as per the instructions in the return authorization email.
Refused Deliveries & Incorrect Address
If a customer refuses to accept delivery of an order, or provides an incorrect or incomplete shipping address at the time of purchase, the order may not be eligible for a full refund.
Any applicable shipping, handling, or return-to-sender costs incurred will be deducted from the refund amount.
Restocking Fees
We charge 35% restocking fees for our products.
Refund Process
- Inspection: Once we receive your return, we’ll inspect the item to ensure it meets our return criteria.
- Refund: After inspection, your refund will be processed. It usually takes 7 business days for the refund to appear on your original payment method, depending on your bank or payment provider.
Late or missing refunds (if applicable):
If you haven’t received a refund after 7 business days, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at info@elitetails.com
Exchanges
Want to swap for a different size, color, or product? No problem! Reach out to us, and we’ll help you exchange your item quickly and easily.
Non-Returnable Items
For hygiene and safety reasons, some items may not be eligible for return. These products will be clearly marked as non-returnable in the product description.
Global Sourcing & Brand Substitution Policy
At EliteTails, we partner with a global network of trusted suppliers to fulfill orders quickly and efficiently. Due to high demand or regional availability, the product you receive may differ in branding or packaging from what is shown on our website. However, the product will maintain the same core function and quality as advertised.
Please note the following regarding brand variations:
- Product Branding & Variation: It is common for customers to receive a product from a different brand than what’s featured on the product page. These substitutions are part of our standard fulfillment process and are necessary to ensure timely delivery.
- Return & Refund Policy: Orders with brand or packaging variations are not eligible for return or refund. All such sales are considered final and non-negotiable.
- Customer Support: If you have any questions or concerns about the product you received, our customer support team is happy to assist you. Please reach out to our customer support at info@elitetails.com
We are committed to maintaining transparency in our process and ensuring customer satisfaction through consistent service and support.
In short
- Returns: Accept returns for both defective and non-defective products
- Exchanges: Accept exchanges
- Product condition: New only
- Window: 30 days
- Method: By mail
- Restocking fees: 35 % of actual product price
- Refund processing time: 7 days
- Cancellation Window: 14 days
If you have any questions about your personal data or this Compliance Statement, please contact us at:
Store Name: EliteTails
E-mail Address: info@elitetails.com
Address: Valenciaa Ventures Limited.
Unit 2A, 17/F Glenealy Tower No.1, Glenealy Central, Hong Kong
Customer Support:
Monday - Friday: 9:30 am - 7:00 pm (GMT+1)
Saturday - Sunday: 9:30 am - 2:00 pm (GMT+1)
Response Time: Our customer service team typically responds within 24 to 48 hours