Refund policy
Thank you for shopping at Elysian Frame. We want to ensure that you have a satisfactory shopping experience, and we understand that returns may sometimes be necessary. Please find below our return policy for your reference:
Return Period: We offer a 14-day return window from the date of delivery. If 14 days have elapsed since your delivery date, we regret to inform you that we can not offer a refund.
Eligibility Criteria: To be eligible for a return, the item must meet the following criteria:
a. Unopened, Unused, and Undamaged: Because our products are oversized, we cannot accept returns due to change-of-mind once the package has been opened. Please understand that all frames are handmade and made to order; the frame must be in unopened/unused/undamaged condition. It must not show any signs of wear, tear, or alteration.
b. Original Packaging: The item must be returned unopened in its original packaging protective packaging to prevent damage during transit. Damaged products will not be eligible for refund.
Return Process: If you wish to initiate a return, kindly follow these steps:
a. Contact Customer Support: Within the 14-day return period, reach out to our customer support team via Contact. Provide your order details and the reason for the return. Our support team will guide you through the process.
b. Approval and Instructions: Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions on how to proceed with the return.
c. Secure Packaging: Pack the item securely in its original packaging or similar protective packaging to ensure it remains undamaged during transit. Please make sure to include the RMA number on the package.
d. Shipping: Customers are responsible for the return shipping costs unless the return is due to our error, for example, sending you a wrong color frame. We recommend using a trackable shipping method to ensure the item's safe return.
Inspection and Refund Process: Upon receiving the returned item, our team will inspect it to ensure it meets the eligibility criteria. The product must remain unopened and undamaged. If approved, we will initiate the refund process. Here are some important points to note:
a. Refund Method: The refund will be processed using the original payment method used for the purchase.
b. Refund Coverage: The refund will cover the cost of the returned item(s) but will exclude any shipping or handling charges.
c. Processing Time: Please allow 3-5 business days for the refund to be fully processed.
Exchanges: Due to the size of our products, we do not accept exchanges. Please email customer service if you wish to change to a different color frame before it is shipped out.
Damaged or Defective Items: If you receive a damaged or defective item, please contact our customer support at info@elysianframe.com immediately. We will assist you in resolving the issue by providing replacement parts.
Restock Fee: a 20% restock fee will be deducted from the total refund for all change- of-mind returns.
We strive to provide excellent customer service and will do our best to accommodate your return requests within the specified guidelines. If you have any further questions or concerns about our return policy, please don't hesitate to contact our customer support team.