Refund and Returns Policy

1. SCOPE OF APPLICATION

This policy applies to returns and refunds for products purchased through elandpromo.com. For custom-branded or personalized products, additional terms may apply as specified in the order agreement.

2. ELIGIBILITY FOR RETURN

2.1 Quality-Related Returns:

• Products with manufacturing defects (e.g., printing errors, material flaws, functional issues) must be reported within 7 working days of delivery, accompanied by clear photos/videos of the issue.
  2.2 Non-Quality Returns (Standard Products Only):
• Standard (non-custom) products may be returned if:
  • Unused, in original packaging, and with all tags/labels intact.
  • Return request is submitted within 14 working days of delivery.
• Customized products (including items with logo printing or personalized design) are not eligible for return unless due to our production error.

3. RETURN PROCESS

3.1 Contact Us First:

Email us at info@elandpromo.com to request a Return Merchandise Authorization (RMA) number, specifying the order number and reason for return.

3.2 Shipping Instructions:

Upon RMA approval, ship the products to our warehouse at:
ELAND PROMO, Xihu District, Hangzhou, 310023, China

Return shipping costs are the responsibility of the buyer, unless the return is due to our error.

3.3 Inspection:

Our team will inspect the returned items within 5 working days. Approved returns will proceed to refund or replacement.

4. REFUND METHODS

4.1 Refund Channels:

Funds will be returned via the original payment method (e.g., T/T, PayPal) within 10 working days of inspection approval.

4.2 Partial Refunds:

If only part of the order is returned, a partial refund will be issued based on the inspected quantity and price.

4.3 Exceptions:

Custom products rejected due to user-provided design errors or late payment will not be refunded.

5. EXCHANGES

Exchanges for standard products (size/color) are subject to product availability. Contact us to arrange an exchange at the time of return request.

6. INTERNATIONAL ORDERS

Import duties, taxes, or fees incurred during return shipping for international orders are the buyer’s responsibility. We recommend using trackable shipping methods for returns.

7. CONTACT INFORMATION

For return inquiries, please contact:
Email: info@elandpromo.com
Address: ELAND PROMO, Xihu District, Hangzhou, 310023, China

8. POLICY UPDATES

We may update this policy periodically. The latest version will be posted on our website, and your continued use of our services implies acceptance of any changes.

By placing an order with ELAND PROMO, you acknowledge that you have read and agreed to this Returns & Refunds Policy.