Refund policy

Return & Refund Policy

Effective date: 1 January 2026

We want customers to receive the product they ordered in good condition. This policy explains our voluntary 30-day return guarantee and how we handle damaged, defective, incorrect and unwanted items. Nothing in this policy limits rights that cannot be excluded under applicable consumer law.

Thirty Day Voluntary Return Guarantee:

You may request a change-of-mind return within 30 days after the order is delivered. Contact us before sending any item. A return is not approved until we issue return instructions and identify the correct return destination.

To qualify for a change-of-mind return, the item must be in substantially the same condition in which it was received. You may inspect the item as reasonably necessary to establish its nature, characteristics and function, but it must not show use or handling beyond that inspection. Where reasonably possible, include the original packaging, accessories, instructions and proof of purchase.

We may reduce a refund to reflect loss in value caused by unnecessary handling, damage, missing parts or use beyond what is reasonably required to inspect the item, where permitted by law.

Damaged Defective or Incorrect Items:

Inspect your order after delivery and contact us as soon as reasonably possible if an item is damaged, defective, materially different from its description or not the item ordered. Contacting us within 48 hours helps us investigate transit damage quickly, but this request does not remove any rights available under applicable consumer law.

We may request photographs, video, packaging images, the shipping label or other reasonable evidence. After review, we may provide a repair, replacement, refund or another remedy required by law. We will pay or reimburse reasonable return-shipping costs when we require the return of an item that is confirmed to be damaged, defective or incorrect, unless another lawful arrangement is agreed with you.

Return Shipping Costs:

For an approved change-of-mind return, the customer is responsible for return-shipping costs unless we agree otherwise in writing or applicable law requires us to pay.

For an approved damaged, defective or incorrect-item claim, we will provide a return label or reimburse reasonable tracked return-shipping costs when a return is required.

Do not send a return to the original shipping address, manufacturer or supplier unless our support team instructs you to do so.

Use a tracked service and keep the receipt. We are not responsible for a change-of-mind return lost before it reaches the authorized return destination.

European Union United Kingdom and Norway Customers:

Where applicable, customers may have a statutory right to cancel an online purchase within 14 days after delivery without giving a reason. To exercise that right, notify us clearly within the applicable cancellation period. After notifying us, return the goods within the period required by law, normally 14 days.

For a valid statutory withdrawal, we will refund eligible payments, including standard outbound delivery charges where required by law. Additional charges for an upgraded or expedited delivery method may not be refundable beyond the cost of standard delivery. The customer normally pays the direct cost of returning a change-of-mind item if informed before purchase, unless we agree to pay or applicable law provides otherwise.

Bundles and Partial Returns:

Products sold as a discounted bundle should normally be returned as a complete bundle. If we approve a partial return, the refund may be recalculated using the regular price of the items kept, provided that this was disclosed at purchase and is permitted by law.

Cancellations and Address Changes:

Contact us immediately if you need to cancel an order or correct an address. We will try to help before fulfilment begins, but we cannot guarantee changes or cancellation after an order has been processed, packed or transferred to a carrier. Your statutory rights remain unaffected.

How to Request a Return:

Email elongationofficial@gmail.com with your order number and the reason for the request.

Include clear photographs or video if the item is damaged, defective or incorrect.

Wait for written approval and the correct return instructions.

Send the approved return using the instructed method and retain tracking information.

Refund Processing:

We will inspect returned goods and notify you whether the refund is approved. Approved refunds are issued to the original payment method within five business days after approval. Your bank or payment provider may need an additional three to ten business days to display the funds. If applicable law requires a shorter period, that period will apply.

Original expedited-delivery charges, customs duties, import taxes and non-refundable third-party fees are not refunded unless required by law or the refund results from our error.

Missing and Marked Delivered Parcels:

If tracking shows that a parcel was delivered but you cannot locate it, check the delivery location, household members, neighbours and the local carrier. Contact us promptly with the carrier case number or written confirmation where available. We will review the available evidence with the carrier. A replacement or refund will depend on the investigation and applicable law; we will not reject a valid claim solely because tracking displays delivered.

Contact:

Return and refund requests: elongationofficial@gmail.com