Return & Refund Policy

Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the conditions described in this policy.

Before sending an item back, email service@elmoraven.com. Please provide your order number, the item you wish to return, the reason for the return, and photographs or videos where appropriate. Customer support will review the request and provide the appropriate instructions if the return is approved.

Except where an item is damaged, defective, incorrect, incomplete, or otherwise covered by applicable law, an eligible preference-based return should generally be unused and in its original condition, complete and unaltered, returned with original protective materials or packaging where applicable, and suitable for reasonable inspection or resale.

Opening the shipping package does not automatically make a product ineligible for return if the item remains unused, undamaged, and otherwise satisfies the applicable return conditions.

Minor variations may occur in finish, texture, tone, surface detail, decorative elements, dimensions, material appearance, or weight. If a return is requested because of style, appearance, size, or another preference rather than a confirmed product error, the request is treated as a preference-based return.

Do not automatically send merchandise to our registered business address. Once a return request has been reviewed and approved, customer support will provide the appropriate return warehouse address and return instructions.

Certain items may be excluded from preference-based returns because of personalization, hygiene, condition, safety, or other legitimate considerations. This may include gift cards, products clearly identified as “Final Sale” or non-returnable before purchase, and items materially altered, misused, or damaged after delivery for reasons not attributable to us.

If your order arrives damaged, defective, incorrect, incomplete, or materially different from its description, contact us within 7 calendar days after delivery. Include your order number, a description of the issue, and photographs or videos where appropriate.

After the issue has been reviewed and confirmed, we will provide an appropriate replacement, refund, reshipment, or return solution at no additional cost for an error attributable to us.

For preference-based returns resulting from style, appearance, size, customer selection, or another reason not attributable to us, the customer is generally responsible for return shipping costs.

If we confirm that an item was damaged, defective, incorrect, incomplete, or materially different due to an error attributable to us, we will provide an appropriate solution without requiring the customer to bear additional costs caused by that error. No restocking fee is charged for an approved return.

Use the approved return instructions provided by customer support. Where tracked return shipping is used, retain the shipping receipt and tracking number until the return has been received at the approved return destination.

After an approved return arrives at the designated return location, it may be inspected to confirm that the applicable return conditions have been met. Once the return has been received, inspected, and approved, the refund is normally issued to the original payment method within 5–10 business days.

Approved refunds are issued to the original payment method. Your bank, card issuer, or payment provider may require additional time to post the credit after we issue the refund.

If a direct exchange is available, customer support will provide instructions after reviewing the request. If a direct exchange is unavailable, we may ask you to return the eligible item for a refund and place a new order separately.

We will make reasonable efforts to cancel an order before fulfillment begins, but cancellation cannot be guaranteed after processing, fulfillment, packaging, shipment preparation, or dispatch has started. No cancellation fee is charged when an order is successfully canceled before fulfillment.

Email service@elmoraven.com. Customer service is available daily from 8:00 AM to 10:00 PM.