Return & Refund Policy

At Elaiya, we are committed to ensuring the satisfaction of our customers. This Refund Policy outlines our protocols and procedures regarding refunds, ensuring a transparent and fair process for all our clients. 

Please note that this policy applies to all purchases made through our website, https://elaiya.ch. We encourage our customers to read this policy thoroughly to understand their rights and our obligations. This will help facilitate a smooth and straightforward refund process, should the need arise.

We understand that every situation is unique, and we are dedicated to handling each case with the attention and care it deserves. If you have any questions or concerns about this policy, please do not hesitate to contact our customer support team atInfo@elaiya.ch for assistance.

RETURNS

All returns must be postmarked withinfive (05) days of delivery. 

Please note:All items must be in new and unused condition, with all original tags, labels, and original packaging.

What if my product is damaged/wrong?

Our team does proper quality checks on every order that ships. If you have still received a damaged or wrong product, drop us an email at:Info@elaiya.ch. You will be informed about the next steps accordingly. 

 

Note: Please pack the product in the same condition as you have received it. 

What are the cases in which I can return an item?

You can return an item for the following reasons: 

• Received a damaged product.
• Received the wrong/mislabeled product.

 

Please note:Items damaged during transit are non-returnable.

Which are the items that cannot be returned/replaced? 

In our commitment to customer satisfaction, we also need to set clear guidelines on when a refund or return may not be possible. The following are circumstances under which we cannot accept returns or issue refunds:

Late Request: Requests initiated more than 5 days after delivery cannot be accommodated.

Non-returnable items: Opened cases or items damaged during transit are non-returnable.

• Incorrect Shipping Address: If the wrong shipping address is entered at checkout, we cannot offer a refund or return.
• Used Condition: Items that show signs of use, or are not in their original condition will not be eligible for return or refund.
• Original Packaging: Returns must include all original packaging, price tags, labels, and accessories. Items returned without these, or with damaged packaging, will not be accepted.
• Altered Serial Number: Products with defaced or altered serial numbers are not eligible for return or refund.
• Intentional Damage: Products that have been intentionally damaged, or otherwise destroyed are not eligible for return.
• Free or Complimentary Products: Return or replacement requests for items that were free or complimentary are not accepted.
• Change of Mind:Refund requests citing reasons such as "I don't like the product," change of mind, or "Product no longer needed" will not be accepted.

How long will it take for the return process to complete?

We will make sure that the return process is smooth and fast. As we receive your product for a return, we will process your return within seven (7) working days after a thorough inspection of your return. 

RETURN PROCESS

To return an item, please email customer service atInfo@elaiya.ch with your concern and the order number to obtain the return approval, place the item securely in its original packaging, and mail your return to the address provided by us in the following format:

 

IMPORTAS GmbH

Attn: Return to origin

RMA#

Schwaresterstrasse 2

Hendschiken, Aargau 5604

Switzerland

 

Please note: 

Responsibility for Shipping Charges: You, the customer, will be responsible for all return shipping charges. We strongly advise you to use a trackable shipping method when returning your product.

Refund of Shipping Fees in Specific Cases:In instances where it is determined that there was a legitimate issue with the product, such as a defect in quality or an error in the item shipped, Elaiya will refund the shipping fees incurred by the customer.

Requirement for Return Confirmation: Please do not mail your return package without receiving confirmation from us. Returning an item without prior confirmation may result in the rejection of your return request. In such cases, no refund or replacement will be provided.

 

DISCLAIMER: THE COMPANY HAS A DEDICATED TEAM THAT WILL CHECK THE RETURNED PRODUCTS AND THEIR DECISION ON YOUR REQUEST WILL BE FINAL TO ACCEPT OR REJECT. WE MAY REJECT THE RETURNED PRODUCT IF THERE IS DAMAGE TO THE PRODUCT OTHER THAN WHAT WAS VISIBLE IN THE UNBOXING VIDEO OR IF FOUND THE PRODUCT IS TO BE USED OR TAMPERED WITH. IF A RETURNED PRODUCT IS REJECTED, NO EXCHANGE OR REFUND WILL BE ISSUED TO THE CUSTOMER, AND THE CUSTOMER MAY CHOOSE TO HAVE THE PRODUCT SHIPPED BACK TO THEM AT THEIR OWN COST.

RULES FOR ACCEPTING SHIPMENTS

Before accepting the shipment of any product, kindly ensure that the product’s packaging is not damaged or tampered with. If the package is damaged or tampered with, we request you refuse delivery and if possible click some photos of the packaging and send it over to us so that we can take further action. We assure refund upon such refused delivery or non-delivery. If in case you choose to accept the product, you shall do it at your own risk.

REPEATED RETURN REQUESTS

• We reserve the right to impose such charges as is necessary to reimburse the expense of delivery if we observe that you have a transactional history of repeated returns.
• We also reserve a right to make the products ineligible for return or exchange, if we observe a transactional history of repeated returns.
• The liability and risk of such returns shall be on you to establish your claim for return. replacement shall only be initiated if they pass through the conditions mentioned above. If the product fails to pass through the verification and checks, the product shall be shipped back to you, for which you shall have to bear the expense.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your refund. Please allow at least seven (7) business days from the receipt of your item to process your refund. Refunds will be credited to the original payment method that You used while making the purchase. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.

 

Please Note: 

Partial returns will have a partial refund.

Refunds:Duplicate payment

Refund of the duplicate payment made by the delegate will be processed via the same source (original method of payment) in 7 working days after intimation by the customer.

CANCELLATIONS

At Elaiya, your shopping experience is our top priority. We understand that plans can change, and we're here to support you every step of the way. If you need to cancel an order within 24 hours, we've got you covered – just let us know, and we'll cancel the order right away, refunding the full amount to your original payment method. However, if the 24 hours have already passed, we won’t be able to cancel it. In such cases, the product will go through its normal delivery process.

We do our best to ensure all orders are processed smoothly, but sometimes situations arise that might lead us to cancel an order. These situations include:

• Unavailability of Product/Service: Occasionally, a product or service may become unavailable after you've placed an order. If this happens, we'll inform you as soon as possible and offer a full refund or suggest alternative options that might interest you.
• Non-compliance with Terms of Use:We uphold our Terms of Service and if an order doesn't align with these or with applicable laws, we reserve the right to cancel it.
• Suspicion of Fraudulent Activity:Your security is crucial to us. If we suspect any fraudulent activity or unauthorized use of payment information, we'll cancel the order to protect both you and our platform.

Should we need to cancel your order for any reason, we’ll reach out to you using the contact information you provided when placing the order. Any refunds due will be processed back to the original payment method you used for the purchase.

CHANGES TO REFUND POLICY

Elaiya reserves the right to modify this refund policy at any time. We will provide notice of any changes by posting the updated policy on this website and updating the "Last updated" date at the top of this page.

QUESTIONS

If you have any questions concerning our return and refund policy, please contact us at:

Info@elaiya.ch.