Return Policy
Effective Date: January 8, 2025
At Elixonali, we are committed to providing you with high-quality household goods and a seamless shopping experience. If for any reason you are not fully satisfied with your purchase, we offer a comprehensive return policy. We want to make sure that your return experience is as easy and convenient as possible. Please read through the following details about how our return process works.
1. Return Eligibility
To ensure your return is processed efficiently, please note the following conditions:
Timeframe: You have 30 days from the date you receive your order to request a return. After 30 days, unfortunately, we are unable to accept returns.
Condition of Products: The item(s) must be in their original, unused condition with all tags and packaging intact. Items that are used, opened, or altered in any way cannot be returned unless they are defective. We ask that you return the product in the same condition you received it.
Non-Damaged Products: If the product is damaged or defective, you will need to follow the procedure for reporting a defect (see section on “Defective Items”). Returns will not be accepted if the product has been damaged by the customer after delivery, including accidental or improper use, or wear and tear.
Exclusions: Certain items are not eligible for return, including:
- Personalized Products: Customized or personalized products are non-returnable unless damaged or defective.
- Final Sale Items: Products marked as “final sale” or discounted beyond regular promotions are not eligible for return.
- Opened Household Goods: Items like opened or partially used kitchenware, bedding, or bath goods are excluded from returns for hygiene reasons.
2. How to Return an Item
Returning an item is simple and straightforward. Just follow these steps:
Contact Us: To start the return process, please contact our Customer Service Team at info@elixonali.com. In your email, please include:
- Your order number
- The item(s) you wish to return
- The reason for the return (e.g., damaged, unwanted, incorrect item received)
Our team will review your request and provide you with a Return Authorization Number (RAN) and instructions for returning the item.
Prepare Your Return: Once you have received your Return Authorization Number, carefully package the item(s) in their original packaging (if possible). Ensure that all accessories, manuals, and original packing materials are included.
- Return Shipping Label: In some cases, we may provide you with a prepaid return shipping label if the return is due to our error (e.g., wrong item or defective product).
- Return Costs: If the return is not due to an error on our part, the customer is responsible for the return shipping costs. We recommend using a trackable shipping service to ensure the item reaches us safely.
Ship the Item: Once the product is properly packaged and labeled, return the item to the address provided by our customer service team. You will be responsible for the return shipping costs unless the item was defective or we made an error in fulfilling your order.
Processing Your Return: Once we receive your returned item, we will inspect it to confirm that it meets our return criteria. If the return is approved, you will receive a refund to your original payment method within 7-10 business days. Please note that it may take additional time for the refund to appear on your account depending on your payment provider.
3. Defective or Damaged Items
If you receive a damaged or defective item, we want to resolve the issue as quickly as possible. Please contact us within 7 days of receiving the item if you believe it is damaged or defective. Here’s what you need to do:
Contact Customer Service: Email us at info@elixonali.com with your order number, a detailed description of the issue, and photos of the damage or defect.
Return Authorization: We will assess the situation and, if applicable, issue a prepaid return label for the return of the defective item.
Refund or Replacement: Once we receive the defective item, we will either issue a full refund or send you a replacement product, depending on your preference and product availability.
4. Exchanges
If you would like to exchange an item for a different size, color, or product, we ask that you initiate a return for the original item and place a new order for the replacement. Please follow the standard return process outlined above.
5. Refunds
Once your return is processed and approved, we will issue a refund to the original payment method used during the purchase. Refunds typically take 7-10 business days to be processed. Please note that the time it takes for the refund to appear on your account may vary depending on your financial institution or payment provider.
6. Shipping Costs
Non-Refundable Shipping Fees: Please note that the shipping charges from your original order are non-refundable, unless the return is due to an error on our part or the item was defective.
Return Shipping Fees: If the return is due to customer preference or no fault of Elixonali, you will be responsible for return shipping costs.
7. International Returns
At this time, we only accept returns from customers located in the United States. We are unable to process international returns.
8. Contact Us
If you have any questions or need assistance with a return, please don’t hesitate to reach out to our customer service team. You can contact us at:
- Email: info@elixonali.com
- Phone: (718) 337-6710
- Address: 141 Beach 56th Pl #APT 317, Arverne, New York, 11692
We value your satisfaction, and we’re here to assist you with any return-related concerns. Thank you for shopping with Elixonali, where we make your home feel just right!