Refund policy

Last Updated: August 2, 2026

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. Timelines for physical receipt of the returned item vary by return reason — see each category below.

Authorization Required You must email us to get an RMA (Return Merchandise Authorization) number before sending anything back. Unapproved returns will be rejected.

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. Restocking fee: none.
  • If the inventory count does not confirm an error and the item is shown as correctly delivered: the claim will be declined.

Defective Items Report defects within the 30-day return window. Items must include all original components and 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.
  • We cover return shipping costs and will provide a prepaid shipping label. Restocking fee: none.

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. Restocking fee: none.
  • If the carrier provides proof of delivery or declines the claim: the claim will be closed accordingly, and no credit will be issued.

Customer Remorse / Ordering Errors Returns accepted within 14 days of the original invoice date. Items must be unopened, sealed, and in their original packaging where applicable. Return shipping is the responsibility of the customer.

Restocking fees apply as follows:

  • 20% restocking fee if the item is returned within the 14-day window and in resellable condition
  • 50% restocking fee if the item is returned in damaged or non-resellable condition
  • The RMA may be declined entirely, with no credit issued, if the item is unsalable (e.g., damaged beyond resale or expired)

Exchanges We offer exchanges on eligible items. Contact us through our contact form 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.

Non-Returnable Items The following items cannot be returned: opened K-Cups, coffee pods, or other food/beverage products, unless they are defective or damaged upon arrival.

How to Initiate a Return or Exchange

  1. Contact us through our contact form 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.

Return Address

Elmly Shop

290 Rue Jacques

Laval, QC, H7P 0N8 Canada

(Please do not ship any items to this address without a valid RMA number.)

Important Notes

  • All returns must reference the original order and be initiated within the 30-day window.
  • Ordering-error returns must be received at our warehouse within 14 days of the original invoice date to qualify for the 20% restocking fee tier.
  • Items returned in damaged or non-resellable condition are subject to a 50% restocking fee, or the RMA may be declined entirely if the item is unsalable.
  • Defective item claims with serial number mismatches will be declined.
  • Picking-error claims not confirmed by warehouse inventory count will be declined.
  • Elmly Shop 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 Shop sources all products through authorized distributors to ensure authenticity.