Refund policy

At elaloomaq, we strive to ensure the quality of all products delivered to you. Given our operational model and to maintain efficiency, we implement a focused policy regarding returns and replacements. Please be advised that we do not offer returns for change of mind or provide any refunds for purchases made on our website. Our policy focuses solely on product replacement under the very specific and strict conditions outlined below. We strongly encourage all customers to carefully review product details, descriptions, and any provided size charts before finalizing a purchase to ensure suitability.

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Returns

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Returns are accepted under highly specific circumstances, primarily for the purpose of facilitating a replacement or, in qualifying cases, a store credit/refund. Should your product arrive with significant damage that renders it unusable for its intended purpose, or if you receive an incorrect item that fundamentally differs from your order (e.g., a wrong item or a size distinct from your order specifications), a return may be considered.

For any such claim of major damage or dispatch error, it is imperative that a comprehensive unboxing video is provided. This video must clearly depict the sealed package being opened for the first time, directly revealing the damage or the incorrect item. Requests submitted without this mandatory and clear unboxing video will, regrettably, not be accepted.

Should your situation meet these precise criteria, you must contact our support team via Call or our Website Support Portal within 24 hours of receiving your delivery to initiate the request. Furthermore, any complaints concerning product tracking or shipment discrepancies will not be addressed if raised beyond 15 days from the original dispatch date of your order. 

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Return Process

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To initiate a return request for a qualifying issue, please follow these steps:

Contact Us: You must email our customer support at support@elaloomaq.com with your order number and a detailed reason for the return. You must also include the mandatory unboxing video and clear photos of the damaged or incorrect item.

Approval: Once your return request is reviewed and approved based on our eligibility criteria, we will provide you with specific return instructions, including the shipping address.

Ship the Item: You are responsible for the shipping costs associated with returning your item to us. We highly recommend using a trackable shipping service to ensure safe delivery, as we cannot be responsible for items lost in return transit.

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Return Shipping Costs

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Please be aware that return shipping costs are the customer's sole responsibility for any approved return. Additionally, the original shipping costs incurred during the initial purchase are non-refundable.

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Replacement or Store Credit/Refund

Once we receive and thoroughly inspect your returned item, and if it is deemed eligible for return based on the conditions outlined above, we will proceed with the resolution. Our primary aim is to offer a replacement for the same product, subject to current stock availability.

However, if a replacement is not feasible, or if you explicitly request, we will issue a store credit for the value of the eligible item. Alternatively, if you specifically require a refund to your original payment method, we will process the amount accordingly.