“Return and Refund Policy at our store”

At our store, we value customer satisfaction and strive to provide the highest quality products and services. We understand that sometimes items may not be perfect or you may need to return an item for other reasons. To ensure a smooth and hassle-free process, we have established the following Return and Refund Policy.

Eligibility

Products: This policy applies to all products purchased from our online store and physical stores.

Timeframe: Unless otherwise stated, returns and refunds must be requested within 30 days of the date the product was delivered. We reserve the right to refuse returns after the specified timeframe. There may be exceptions for certain items, as described below.
Return Types

Defective or Damaged Products: If the product you received is defective or damaged, please contact our customer support within 5 days of delivery. We will arrange a free return and send a replacement or refund based on your preference.
Order Errors: If we made a mistake in shipping the wrong product or sending a partial order, please contact us immediately. We will arrange a free return, send the correct product, and refund the return shipping costs.
Dissatisfied Quality: If you receive a product in an unsatisfactory condition, please contact us within 7 days of delivery. We will evaluate the situation and provide a refund or exchange based on your preference.
Change of Mind: If you change your mind about a purchase, you can return most items within 14 days of delivery. A 10% restocking fee will be charged and the original shipping charges are not refunded. Certain items may be restricted, such as custom or personalized products. Please review return exceptions below.
Refund Options

Once we receive and verify your return, we will process your refund within 7-14 business days. Refunds will be made to the original form of payment and all fees will be refunded.

Return Process

To initiate a return, please follow the steps below:

Contact Customer Support: Contact our Customer Support department through our website or [hello@elaxshop.de]. Provide your order number, reason for return, and any relevant photos or information to help us assist you.
Obtain Return Authorization: Our team will review your request and provide a Return Merchandise Authorization (RMA) with detailed return instructions.
Preparing for a Return: If possible, securely package the product in its original packaging with all original materials and accessories. Write the RMA number on the outside of the package.
Shipping the Package: Send the return package using the shipping method of your choice. We recommend using a trackable and insured service to ensure the package arrives safely. Unless otherwise specified, it is the customer’s responsibility to return the merchandise and pay any return shipping costs.
Return Exceptions

Customized or Personalized Items: We cannot accept returns on customized or personalized products, as they are not returnable.
Downloadable Products and Services: No refunds or exchanges will be accepted for digital items (such as software or streaming subscriptions) once the order has been processed.
Physical or Audio/Video Products: For CDs, DVDs, Blu-rays, and vinyl records, returns are only accepted if the product is unopened or sealed.
Please read these guidelines carefully before initiating a return. If you have any questions or concerns, please feel free to contact our helpful customer support team.