Return Policy

Thank you for choosing Elidsa for your everyday household essentials. We are always committed to providing you with quality products that match their descriptions, and we hope every item shipped from our warehouse meets your expectations. However, we fully understand that in rare circumstances, you may need to return or exchange an item for certain reasons. To that end, we have established a clear, reasonable, and easy-to-follow return policy, designed to protect your legitimate rights while ensuring that the entire process remains transparent, smooth, and predictable.

Please note as you read the following terms that all return and exchange requests must be submitted through our official email address. This is our only formal channel for receiving and processing after-sales requests. We do not handle returns or exchanges through other instant messaging tools, to ensure that every application has a complete email record for future reference and verification.

I. Conditions for Returns and Exchanges

Based on the principles of fairness and reasonableness, we have defined the following circumstances under which returns or exchanges may be accepted. Only when the corresponding conditions are met can we proceed with the subsequent procedures:

1. Product quality defects
If the item you receive has non-man-made functional defects, material damage, severe soiling, or other issues that affect normal use, please contact us via email within 7 calendar days from the date of delivery. Upon verification and confirmation of a quality issue, we will offer a return-for-refund or exchange service, and the return shipping cost will be borne by us.

2. Incorrect item received
If the item you receive does not match the style, specification, size, or quantity you selected at the time of ordering (i.e., a shipping error), please notify us via email within 7 calendar days from the date of delivery. In your email, please include your order number and photos of the item received (including both the outer packaging and the actual product). Once the error is confirmed, we will arrange to send the correct item or process a full refund, with return shipping costs covered by us.

3. Transit damage
If the outer packaging shows obvious signs of crushing, tearing, moisture, or other abnormalities upon delivery, please inspect the contents on-site whenever possible. If the product itself is found to be damaged as a result, please submit your application via email within 3 calendar days from the date of delivery, attaching photos of the outer packaging, the shipping label, and the damaged item. We will verify the situation with the logistics provider and, upon confirmation, arrange for a return, exchange, or refund.

4. Change-of-mind returns (with reasonable restrictions)
Given the specific nature and usage characteristics of household goods, for returns not caused by quality issues, shipping errors, or transit damage (e.g., change of mind, slight size miscalculation, minor color variation from expectations), we will only consider such requests on a discretionary basis if the item remains brand new, unopened, with intact packaging, and in resalable condition. Such change-of-mind returns must be submitted within 7 calendar days from the date of delivery, and the return shipping cost shall be borne by you. Please note that items that have been opened, used, with damaged packaging, or missing accessories cannot be accepted for change-of-mind returns.

II. Circumstances Not Eligible for Returns or Exchanges

To ensure fairness and hygiene safety, the following situations are not covered by our return and exchange policy. We appreciate your understanding:

• The item has exceeded the applicable time limit specified in the relevant clauses above;

• The item has been opened, used, washed, assembled, or altered in any way, and the issue is not due to a quality defect;

• The inner or outer packaging, labels, tags, accessories, etc. are incomplete, and the product's origin cannot be verified;

• Damage caused by improper use, poor storage, or failure to follow usage instructions;

• Clearance items or products explicitly marked as "non-returnable" on the product page;

• A valid order number or purchase proof cannot be provided;

• Return packages sent with cash-on-delivery (COD) postage (we do not accept any unexpected COD parcels without prior communication).

III. Return and Exchange Procedure

To help you complete your return or exchange quickly and smoothly, please follow the steps below. Each step comes with clear guidance — simply proceed in order:

Step 1: Submit a written application
Please send an email from the same email address used to place the order, addressed to customer@elidsa.com, with the subject line formatted as: "Return/Exchange Application + Your Order Number". In the body of the email, clearly state:

• Your order number;

• Reason for application (quality issue / wrong item / transit damage / change of mind, etc.);

• Your requested resolution (refund or exchange);

• Product name(s) and quantity;

• Your full name and contact phone number (for logistics communication if necessary).

Additionally, please attach supporting photos or videos (such as pictures of the defective area, damaged packaging, or shipping label) depending on the nature of your application.

Step 2: Await review and confirmation
Our staff will review your application within 2 business days of receiving your email and will reply with the review result. If approved, we will send you a "Return Confirmation Letter" containing:

• The return shipping address;

• The reference number to be included with the return package;

• Important notes for return shipping.

If the application is not approved, we will clearly state the specific reasons and provide a reasonable explanation in the email.

Step 3: Ship the item back as instructed
Upon receiving the "Return Confirmation Letter", please ship the item back within 5 business days according to the following requirements:

• The item must remain in its original condition (unused, unwashed, unaltered);

• All original packaging, accessories, labels, instruction manuals, etc. must be included;

• Please pack the outer box properly to avoid secondary damage during return transit;

• Include a printed or handwritten note with the Return Confirmation Letter reference number inside the package for warehouse identification.

Please use a trackable courier service of your choice and keep the tracking number for your records. For returns not due to quality issues, the return shipping cost will be borne by you. For returns due to quality issues or our liability, the return shipping cost will be borne by us (the specific amount will be confirmed in our email; please do not use the COD method).

Step 4: Inspection and refund/exchange processing
Once the returned item is received at our warehouse, we will complete the inspection within 3 to 5 business days. Upon successful inspection:

• For exchanges: we will arrange to ship the replacement item as requested, and the new tracking number will be sent to you via email;

• For refunds: we will process the refund through the original payment channel. Please note that refund arrival times may vary depending on the processing timelines of different payment gateways — we kindly ask for your patience.

Throughout the entire return or exchange process, we will keep you updated via email at every stage, so you can always track the current progress.

IV. Return and Exchange Timeframe Summary

For your quick reference, key time limits are summarized below:

V. Special Notes

• All return and exchange applications must be submitted via customer@elidsa.com. We are unable to process after-sales requests submitted through other unofficial channels.

• When mailing your return, please choose a trackable courier service to avoid disputes arising from lost packages.

• If you are returning multiple items at the same time, please combine them into one package whenever possible and include a complete return list inside.

• If you do not receive any email reply within 3 business days after submitting your application, please check your spam folder or send a follow-up email to our official address with the subject line "Resend Application".

• We reserve the right to conduct reasonable reviews of abnormal return patterns (e.g., frequent change-of-mind returns) in order to maintain a fair and orderly shopping environment.

At Elidsa, we always approach every customer with sincerity and practicality. While returns and exchanges are not something we wish to trigger frequently, whenever you have a legitimate need, we will handle it seriously, responsibly, and transparently in accordance with the rules above. We do not evade issues, nor do we shift blame — every after-sales case is an opportunity to demonstrate our commitment and capability. We are dedicated to ensuring that your post-purchase experience is just as reassuring and pleasant, supported by solid processes and patient communication.

Website: www.elidsa.com
Email: customer@elidsa.com