Return & Refund Policy
Company Name: Shouxian Chenxiang Cultural Technology Co., Ltd.
Email: service@elanlume.com
At Elanlume™, we want every customer and pet family to shop with confidence. This Return & Refund Policy explains the process for requesting returns, handling product issues, and receiving refunds.
1. Return Conditions
We offer a 30-day return period, starting from the date your order is delivered.
To qualify for a return, items must meet the following requirements:
- The product must be in its original condition
- The item must be unused and free from damage caused after delivery
- All original packaging, accessories, and included materials must be kept
- Proof of purchase or order information must be provided
Returns that do not meet these conditions may not be accepted.
2. How to Request a Return
To begin a return request, please contact our customer support team:
Email:
service@elanlume.com
Once your request is reviewed and approved:
- We will provide return instructions
- You will receive the necessary shipping details
- Your return must be sent only after receiving authorization from our team
Please do not send products back before your return request has been approved, as unauthorized returns may not be processed.
3. Damaged, Defective, or Incorrect Items
Please check your order carefully after delivery.
If your item arrives damaged, has a manufacturing defect, or you receive the wrong product, please contact us as soon as possible.
To help us resolve the issue faster, please provide:
- Your order information
- A description of the problem
- Photos or videos showing the issue
Our team will review your request and provide an appropriate solution.
4. Items Not Eligible for Return
For health, safety, and product protection reasons, some items cannot be returned, including:
- Products that have been used or altered
- Items damaged due to improper handling
- Personalized or customized products
- Clearance or final sale items
- Gift cards
- Items returned without original packaging
If you are unsure whether your product qualifies for a return, please contact us before sending it back.
5. Product Exchanges
If you receive an item that needs to be replaced, the easiest solution is:
- Request a return for the original product
- Once the return is approved, place a new order for the replacement item
This allows you to receive your preferred product as quickly as possible.
6. European Union Cancellation Rights
For customers located in the European Union, orders may qualify for a 14-day cancellation period according to applicable consumer protection regulations.
To request a cancellation:
- The item must remain unused
- The product must be returned in its original packaging
- Proof of purchase is required
This right applies separately from our standard return policy.
7. Refund Process
After your returned item arrives and passes inspection, we will send a confirmation regarding your refund status.
If approved:
- Refunds will be issued to the original payment method
- Processing may take up to 10 business days
- Your bank or payment provider may require additional time to reflect the transaction
If you have not received your refund after the expected processing period, please contact us at:
8. Return Shipping Information
Please contact Elanlume™ before returning any product.
A return authorization and shipping instructions must be provided before sending your package.
Company Name:
Shouxian Chenxiang Cultural Technology Co., Ltd.
Customer Support Email:
service@elanlume.com
Thank you for choosing Elanlume™.
We are committed to providing thoughtful pet products and a reliable shopping experience for you and your companions.