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Return Policy

Return Policy

We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.

Returnable items

Items that can be returned/refunded or exchanged within the warranty* follow the criteria as below:

1. Faulty items damaged/broken, or soiled upon arrival.

2. Items received in the incorrect size/color.

*Warranty:  1 year for Faucets and Lights & Lighting Category (excluding Light Bulbs), 30 days for the rest of the items

Items that can be returned/refunded or exchanged within 7 days of receiving must follow the criteria as below:

1. Items have not met your expectation.

2. Items are unwashed, unworn, unused, with tags and unaltered.

Note: in this situation, we will not be responsible for the return shipping cost.

Return Conditions

For items with no quality issue, please ensure the returned items are unused and in the original packing. safety seals are not damaged and all labels are retained, All return requests must be authorized by our customer service team before shipping to our returned address. Our team will not be able to process any returned items without a product return form.

Non-Returnable Items

We cannot accept returns in the following conditions:

1. Items outside the 30 days warranty time-frame.

2. Washed, worn, used, tag-removed or misused items.

3. Items under the following categories:

* Made-to-order items, Made-to-measure items, Customized items. Check Specific Return Policy

* Cosplay & Costumes 

* Ice Skating, Gymnastics

* Cell Phones, Tablets, Laptops, 3D Printers, Smart Robots

* Bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets)

* Clearance items, Disposable items

Before Making a Return Request

For any reason if you would like to cancel your order while order is under shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international custom clearance, and local and international shipping carriers and agencies.

If you refuse to take delivery package from postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.

If the package is returned to our warehouse because of customer’s personal reason (Check details below), we’ll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation.  Details for customer’s personal reason:

* Wrong address/no consignee

* Invalid contact information/ no answer to the delivery calls & emails

* Customer refuses to accept package/pay tax fee/ complete customs clearance

* Didn’t collect package by deadline

Return address & refunds

Return address: You will need to send your returning products to our warehouse. Please always Contact Us prior to returning the items by contact support and/or open new ticket to obtain a Product Return Form with the related returns address. Please DON’T return your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.

Refunds: The refund will be issued to your Eltkia Credit Account. You can either use Credits to pay for new order or withdraw it to the original account/card you paid earlier. The original shipping fee and insurance are non-refundable. 

Note:

If you want to return the product, please confirm that you’ve received your package, by clicking ” Order Received”. Then submit a “Return or Exchange” Ticket. After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status and the proof you provided.

Trackable Packages Inquiry Period

Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn’t receive, please contact customer service within the required period. Thank you for your cooperation:

* Expedited Express: 30 days from shipped day

* Expedited Postal/Prioriy Line/Economy Air: 60 days from shipped day

* Postal service – tracking: 90 days from shipped day

Only ENGLISH version is the main policy.

If you need assistance, please Contact us.

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