Refund policy

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (if applicable).

Returns are excluded for International Orders, items marked Final Sale, and personalized gifts that are done by our design team. For personalization gifts, we send a preview via e-mail before we ship or send the final product. 

To complete your return, we require a receipt or proof of purchase.

Contact us at office@elture.com with copy of the receipt and reasons of returning the item. We will get back to you with exact instructions for the item return.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

There are certain situations where only partial refunds are granted (if applicable)

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at office@elture.com and we will happy to check with your refund.

Sale items (if applicable)

If the item is marked finale sale, the sale cannot be refunded.

Exchanges (if applicable)

If you need to exchange an item it for the same item, send us an email at office@elture.com. 

To be eligible for an exchange, your item must be unused and in the same condition that you received it. 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you need to contact us first for the exact shipping address. Because we ship our products from multiple warehouses and suppliers which can be located on different continents like North America, Europe or Asia. We don't have a unique address where you can send your purchased items back to us so you need to contact us first and we will give you the exact address where to return your product. For each type of product, there may be a different shipping address where you will need to return the item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Order that failed to deliver

During the order checkout, the customer is responsible for the correct shipping address. 

If the carrier isn’t able to deliver the items because of the wrong address, or if the package was unclaimed by your customer, it’ll be returned to the default return address.

Customer will be charges shipping costs for reshipments in this case. The customer will be contacted by our customer support.

All of Elture’s shipping methods have tracking, although the accuracy may differ for some carriers. If it’s past the estimated delivery date and the item/s still haven’t arrived, the package might be lost in transit.

In that case please contact customer support at office@elture.com, who will assist you in the shortest time possible.

Damaged & mislabeled items

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. 

The customer will have to share a description of the problem and add quality photos where we can see the issue. We’ll be happy to assist and reship the product for you in the case of the damaged or mislabeled items.