Refund policy

At Elabria, we want you and your pet to be happy with your purchase. If you are not completely satisfied with an eligible product, you may request a return within the timeframe and under the conditions described below.

1. Return Window

We accept eligible returns within 30 days of delivery.

The 30-day return period begins on the date your order is delivered.

To request a return, please contact us at support@elabria.shop within 30 days of delivery.

Please contact us before sending any product back. Do not return a product without receiving return instructions from Elabria.

2. Eligible Returns

We accept returns for eligible new and unused products.

Eligible return reasons may include:

  • Change of mind
  • Ordered the wrong product
  • Ordered the wrong size or variation
  • No longer want the product
  • Product arrived damaged
  • Product is defective
  • Product is incorrect or different from what was ordered

Returned products must be unused and in their original condition. Where applicable, the original packaging, accessories, and other included items should also be returned.

3. Damaged, Defective, or Incorrect Products

If your product arrives damaged, defective, or different from what you ordered, please contact us within 30 days of delivery.

Please provide:

  • Your order number
  • A description of the problem
  • Clear photos or videos of the product and packaging when appropriate

After reviewing the issue, Elabria may provide a replacement or refund depending on the circumstances.

If the issue resulted from an error by Elabria, we will provide appropriate return instructions and review the applicable return shipping arrangements.

4. Change of Mind and Personal Preference

If you change your mind, order the wrong product, size, or variation, or simply no longer want the product, you may request a return within 30 days of delivery.

For these types of returns:

  • The product must be unused and in its original condition.
  • Original packaging and accessories should be included where applicable.
  • The customer is responsible for return shipping costs.

Refunds will be processed after the returned product has been received and inspected and the return has been approved.

5. Return Method

Approved returns must be returned by mail using the return instructions provided by Elabria.

Please do not send a return to an address printed on product packaging or to a third-party fulfillment facility unless Elabria specifically instructs you to do so.

We will provide the appropriate return address and instructions after your return request has been reviewed.

6. Non-Returnable Conditions

A return may not be accepted when:

  • The product has been used or damaged after delivery.
  • The product is missing required components or accessories.
  • The product is returned in a condition that prevents it from being resold.
  • The return request is submitted after the 30-day return period.

Any product-specific return restrictions will be disclosed on the applicable product page when relevant.

7. Return Shipping Costs

For returns due to:

  • Change of mind
  • Personal preference
  • Wrong product ordered
  • Wrong size or variation

the customer is responsible for return shipping costs.

If a product is damaged, defective, incorrect, or the result of an error by Elabria, we will review the situation and provide the appropriate resolution.

8. Refunds

Once an approved return has been received and inspected, Elabria will process the refund to the original payment method within 7 business days.

Your bank, credit card company, or payment provider may require additional time for the refund to appear in your account after we process it.

If you believe your refund is overdue, please contact us at:

support@elabria.shop

9. Replacements for Damaged, Defective, or Incorrect Products

Elabria does not offer standard product exchanges.

However, if you receive a product that is damaged, defective, or incorrect, please contact us within 30 days of delivery.

Depending on the circumstances and product availability, we may offer a replacement or refund.

10. Order Cancellation

If you need to cancel an order, contact us as soon as possible at:

support@elabria.shop

We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. In that situation, the order may be handled under this Return & Refund Policy.

11. Missing Items and Delivery Issues

If an item is missing from your order or your order does not arrive within the estimated delivery timeframe, please contact us at:

support@elabria.shop

Please provide your order number and any available tracking information.

We will review the order and shipment information and work with our fulfillment or shipping partner to help resolve the issue.

12. Contact Us

If you have questions about returns, refunds, replacements, cancellations, damaged products, defective products, or missing items, please contact us:

Email: support@elabria.shop
Phone: +44 7868 201941
Business Address: 28 Swindon Cl, Seven Kings, Ilford IG3 8BQ, UK