Refund policy

RETURN & REFUND POLICY

Our Commitment

We want you to be completely satisfied with your purchase. If you experience any issue with your order, please contact us within 7 days of receiving your item and we will do our best to make it right.

Eligible Returns & Refunds

We accept return or refund requests under the following conditions:

  • The item arrived fully or partially damaged
  • You received the wrong item
  • You received the wrong color or size
  • The item is missing parts that affect its function
  • The item is missing parts that do not affect its function
  • The item is missing accessories

For items that arrive fully damaged, we will offer either a full refund or a free replacement, at your choice. For items that arrive partially damaged (excluding minor issues such as loose threads, slight wrinkles, or small surface scratches that do not affect product function), we will offer a partial refund or a replacement. For missing parts that do not affect product function, we may offer a partial refund or resend the missing part only. For missing parts that affect product function, we will resend the entire product. For missing accessories, we will resend the accessories.

Please note that damaged packaging boxes without product damage are not eligible for a refund due to the nature of international shipping.

Non-Eligible Returns

We do not accept returns or issue refunds for the following:

  • Change of mind or buyer's remorse
  • Minor imperfections that do not affect product function such as slight packaging wear from transit
  • Delays caused by customs, postal services, or force majeure events
  • Items reported more than 7 days after delivery confirmation
  • If tracking confirms successful delivery, refund or resend requests cannot be accepted unless accompanied by an official non-delivery certification with an official seal from the local post office

How to Request a Return or Refund

To initiate a return or refund request, please contact us at support@elyssyn.com within 7 days of receiving your order and include the following:

  • Your order number
  • A clear photo or video showing the issue
  • A brief description of the problem
  • For wrong color or size issues, please also include a screenshot of your complaint showing your name, the date, and the issue description
  • For size-related issues, please include a photo of the product measurement taken according to standard measuring guidelines

Our team will review your request within 2–5 business days and get back to you with next steps.

Return Authorization

Before shipping any item back, you must contact us at support@elyssyn.com to obtain a return authorization. Returns sent without prior authorization will not be accepted and may be disposed of or returned to the sender at their expense.

Return Shipping

All return shipping costs are the sole responsibility of the customer regardless of the reason for the return. A trackable shipping carrier must be used for all returns and a tracking number must be provided to us. Returned items must include all original packaging, tags, and accessories. Items returned with signs of damage, misuse, or abnormal conditions will not be accepted.

Dispute Deadline

All disputes, claims, or after-sale requests must be submitted within 30 days of the delivery confirmation date shown by the tracking carrier. Once this 30-day window has passed, the order is considered finalized and no further claims can be accepted. In cases where tracking data from the carrier is unavailable, dispute resolution may be significantly more difficult and we cannot guarantee a favorable outcome. We therefore strongly encourage customers to inspect their orders promptly upon receipt and to contact us immediately if any issue is found.

Refund Processing

Once approved, we will process your refund within 2–3 business days. Please allow an additional 5–10 business days for the amount to reflect on your statement, depending on your bank or payment provider. Approved refunds cover the original product cost only. Shipping fees, taxes, and any additional charges are non-refundable.

Delivered but Not Received

If the tracking carrier confirms delivery, we are unable to offer a refund or replacement. If you believe your package was not delivered despite the tracking status, we recommend contacting your local post office immediately as packages are sometimes held there awaiting collection. An official non-delivery certification with an official seal from your local post office is required for any further investigation. Please note this investigation may take 1–2 months and a resolution cannot be guaranteed.

Order Cancellations

Orders may be cancelled free of charge before they have been processed or dispatched. To cancel your order, please contact us immediately at support@elyssyn.com with your order number. Once an order has been processed and dispatched, it cannot be cancelled. In that case, our standard return policy will apply. Custom or personalized orders cannot be cancelled once production has begun.

Force Majeure

We are not responsible for any delays, losses, or damages caused by force majeure events including but not limited to epidemics, pandemics, virus-related issues, wars, international conflicts, strikes, natural disasters such as earthquakes, floods, storms and heavy snow, and customs inspections. We will do our best to communicate any such disruptions promptly.