Return & Exchange Policy

The Company guarantees a 7-day return/exchange period starting from the date of sale (subject to the customer’s actual receipt date) under the following eligible conditions:

1. Eligible Conditions for 7-Day Return/Exchange

You may apply for a return or exchange if:

 

1. The product itself has quality defects;

2. The product is damaged during transportation;

3. The wrong item is delivered (the received product does not match the ordered one), and the product is in a condition that does not affect secondary sale.

2. Situations Not Covered by the 7-Day No-Reason Return Policy

The 7-day no-reason return policy does not apply to:

 

1. Personalized customized goods;

2. Used products (electronic products are deemed "used" once powered on);

3. Products with wear and tear on their functional parts, accessories, or appearance;

4. Lost or severely damaged outer packaging (excluding normal unpacking) that actually affects the product’s secondary sale;

5. Other goods unsuitable for return due to their nature, which you confirmed as non-returnable at the time of purchase;

6. Other situations where the product is not in good condition and thus cannot be resold.

3. How to Apply for a Return/Exchange

3.1 Return/Exchange for Personal Reasons

• Within 7 days from the date of receipt, send an email to the after-sales service center, ensuring the product does not affect secondary sale.

• After-sales customer service will review and approve your request within 1–3 working days of receiving the email.

• The freight incurred for the return/exchange shall be borne by you.

3.2 Return/Exchange for Quality Reasons

• Within 7 days from the date of receipt, send an email to the after-sales service center at service@mail.elarag.com.

• After-sales customer service will review and approve your request within 1–3 working days of receiving the email.

• The freight incurred for the return/exchange shall be borne by the Company.

3.3 About Return Shipment & Refund

• Within 7 days from the date of receipt, please contact the courier company directly to arrange the return shipment.

• After the courier company receives the returned goods, they will notify us of the relevant refund details.

• The Company will complete the refund process within 15 working days.

4. Required Information for Application

When submitting your return/exchange request, please indicate the following information to our 24/7 online customer service:

 

• Order number

• Full name

• Contact phone number

• Reason for return/exchange