At Eli Roams, customer satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, we’re here to help. Please read our policy below for details on returns, refunds, and time frames.
Returns
You may request a return within 7 days of receiving your order.
To be eligible for a return:
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The item must be unused, in its original condition, and in the original packaging.
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Items must include all accessories, tags, manuals, and documentation (if any).
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Proof of purchase (order number or confirmation email) is required.
To start a return, please contact our support team at [email protected] with your order details and reason for return. We will provide return instructions and the return address.
Return Shipping
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Return shipping costs are the responsibility of the customer, unless the item is damaged, defective, or sent in error.
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We recommend using a trackable shipping service to ensure your return is received.
Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 5–10 business days.
Refunds are issued as:
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A reversal of Cash on Delivery (where possible via bank transfer or wallet), or
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A store credit or coupon, depending on your preference.
Non-Returnable Items
The following items are not eligible for return or refund:
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Used or damaged items not caused by transit or manufacturer defects
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Items returned after the 7-day return window
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Items marked as Final Sale
Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us at [email protected] within 48 hours of delivery. We will replace the item or offer a full refund at no additional cost.
Exchanges
We currently do not offer direct product exchanges. If you would like to order a different item, please initiate a return and place a new order separately.
Late or Missing Refunds
If you haven’t received your refund within 10 business days, please check your bank account or contact your payment provider. If the issue persists, reach out to us at [email protected] for assistance.