At Elitlux, customer satisfaction is our priority. We aim to provide high-quality products and a smooth shopping experience. This Refund & Returns Policy explains how returns, exchanges, and refunds are handled.

1. Eligibility for Returns

You may request a return if:

  • The product is damaged or defective upon arrival

  • The wrong item was delivered

  • The product is unused, unopened, and in original condition

Requests must be made within a specified return period (e.g. 7–14 days) from the date of delivery.

2. Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return, including:

  • Used bedding products

  • Items without original packaging

  • Products damaged due to misuse or improper care

Please check product descriptions carefully before placing your order.

3. Condition of Returned Items

Returned products must:

  • Be unused and unwashed

  • Be in original packaging

  • Include all labels, tags, and accessories

Items returned in unsatisfactory condition may not be eligible for a refund.

4. How to Request a Return

To initiate a return:

  1. Contact our customer support team with your order number

  2. Provide clear details and photos (if applicable)

  3. Wait for return approval and instructions

Unauthorised returns may not be accepted.

5. Return Shipping

  • If the return is due to our error (damaged, defective, or incorrect item), return shipping costs may be covered by Elitlux.

  • For change-of-mind returns, customers are responsible for return shipping charges unless stated otherwise.

We recommend using a trackable shipping service for returns.

6. Refund Process

Once your returned item is received and inspected:

  • Approved refunds will be processed within 5–10 business days

  • Refunds will be issued to the original payment method

  • Shipping charges are non-refundable unless the return is due to our error

7. Exchanges

If you wish to exchange an item for a different size or product, please contact our support team. Exchanges are subject to stock availability.

8. Damaged or Faulty Items

If your order arrives damaged or defective:

  • Notify us immediately

  • Provide photos or videos as proof

  • We will arrange a replacement or refund as appropriate

9. Order Cancellations

Orders can only be cancelled before dispatch. Once an order has been shipped, it must follow the return process.

10. Late or Missing Refunds

If you haven’t received your refund:

  • Check your bank or payment provider

  • Contact your card issuer

  • Reach out to our support team for assistance

11. Policy Updates

Elitlux reserves the right to modify this Refund & Returns Policy at any time. Updates will be posted on this page and apply to future orders.

12. Contact Us

For any questions regarding returns, refunds, or exchanges, please contact us through our Contact Us page. Our team is here to help.