Refund policy

Return Policy

We want you to be completely satisfied with your purchase. All return and exchange requests are reviewed on a case-by-case basis according to the following guidelines.

Return Window

Return requests must be initiated within 30 days of the delivery date. Requests submitted after this period will not be eligible, except where required by applicable law. To be eligible for credit, returned items must be received at the warehouse within 2 weeks of the original invoice date.

Items Eligible for Return or Exchange

  • Picking Errors (Wrong Item Shipped): Contact us immediately with 3 photos — the item received, the shipping container with tracking label, and the tracking label itself. We will initiate a warehouse inventory count. If the error is confirmed, we will arrange return shipping at no cost and issue a full refund or replacement.
  • Defective Items: Report defects within the 30-day return window. Items must be returned and inspected. If the product has a serial number, it must match your original order exactly — mismatches will result in a declined claim.
  • Lost with Carrier: We will open a carrier claim on your behalf. If the carrier accepts the claim, a refund or replacement will be issued. If declined, the claim will be closed accordingly.
  • Ordering Errors (Customer Remorse / Wrong Item Ordered): Returns accepted subject to a restocking fee ranging from 0% to 90% depending on the condition of the returned item. Items returned in non-resellable condition are subject to a minimum 50% restocking fee. Items must be in original, unopened packaging where applicable.

Exchanges

We offer exchanges on eligible items. Contact us through our support portal within 30 days of delivery to request an exchange. Exchanges are subject to stock availability and the same condition requirements as returns.

Digital Products

Digital products (including downloadable eBooks) are non-refundable once delivered.

How to Initiate a Return or Exchange

  1. Contact us through our support portal within 30 days of delivery, select Returns & Exchanges, and include your original order number.
  2. Specify the item(s) and reason for return or exchange.
  3. Await approval — we will confirm eligibility and provide next steps, including a return shipping label where applicable.
  4. Once your return is received and inspected, your refund or exchange will be processed.

Refunds

Approved refunds are issued to your original payment method within 5–10 business days of receiving and inspecting the returned item. Your financial institution may require additional time to post the credit. We will notify you by email once your refund has been processed.

Important Notes

  • All returns must reference the original order and be initiated within the 30-day window.
  • Items returned in non-resellable or damaged condition are subject to a restocking fee of up to 90%.
  • Defective item claims with serial number mismatches will be declined.
  • Elmly reserves the right to decline returns that do not meet the above criteria.

Product Imagery Disclaimer

Product images, including packaging, are for illustrative purposes only. Actual packaging may differ due to manufacturer updates, seasonal designs, or limited-edition releases. Product contents and quality remain consistent. Elmly sources all products through authorized distributors to ensure authenticity.