Refund Policy

Last Updated: June 13, 2026

At ELKLU, we strive to ensure that every curated purchase meets your expectations. If you are not entirely satisfied with your order, we are here to assist you. Our return and refund procedures are designed to be transparent, fair, and compliant with international e-commerce standards and Google Merchant Center policies.

1. 30-Day Return Window

We offer a 30-day return policy, which gives you 30 days after receiving your item to request a return. To be eligible for a refund or exchange, the request must be initiated within this 30-day timeframe.

2. Eligibility Criteria for Returns

To ensure a successful return, your item must meet the following conditions:

• It must be in the same condition as received — unworn, unused, and undamaged.
• All original tags, labels, and security seals must remain attached.
• It must be returned in its original packaging.
• A valid receipt, invoice, or proof of purchase is strictly required.

3. Return Process

To start a return, please follow these steps:

1. Contact our customer support team first at support@elklu.com to obtain a Return Authorization (RA).
2. Once your return is approved, we will provide you with specific instructions on where and how to send your package.

Return Address: All authorized returns must be sent to the address provided in your Return Authorization email. The exact return address may vary based on item type and inspection facility availability.

Note: Items sent back to us without prior return authorization will not be accepted. We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

4. Return Shipping Costs & Scenarios

• Customer Remorse (Change of Mind / Incorrect Size): If you wish to return an item due to a change of mind, personal preference, or incorrect size selection, you will be responsible for arranging and paying for the actual return shipping costs.
• Low-Value Items (under USD $50): For items under $50, we typically issue refunds without requiring a physical return — international return shipping often costs more than the item value. We confirm this in our RA reply.
• Restocking Fees: We do not charge any restocking, administrative, or hidden fees for returns.

5. Damaged Goods

If your merchandise is damaged, defective, or incorrect upon arrival, please contact us immediately at support@elklu.com within 48 hours of delivery.

• Required Proof: Please include your order number along with clear photos or videos of the damaged goods and the shipping packaging.
• Resolution: Once verified, we will arrange a replacement or a full refund.
• Return Costs for Damaged Goods: ELKLU will cover 100% of the return shipping costs for any damaged, defective, or incorrect items. We will provide a pre-paid shipping label or fully reimburse your shipping expenses.

6. Refund Processing Time

We process all approved refunds within a strict timeline:

• Internal Processing Time: We will issue and process your refund within 3 to 5 business days after inspecting and approving your returned item.
• Bank Processing Time: Once issued by us, it typically takes 5 to 10 business days for your bank or credit card company to post the refund to your account.

7. Refund Method

• Original Payment Method: All approved refunds will be processed automatically and credited exclusively to your original payment method used during checkout (such as the original credit card, PayPal account, or cryptocurrency wallet). For security and fraud prevention reasons, we cannot issue refunds to a different card, account, or payment method.
• Refund Amount: You will be refunded the full purchase price of the product. Original shipping charges (if any) are non-refundable unless the item arrived damaged.
• Cryptocurrency Refunds: Refunds for orders paid in cryptocurrency (via NOWPayments) are issued in the same coin you originally paid with, at the original transaction value, within 1 to 5 business days after we issue the refund.

8. Non-Returnable Items

For hygiene, safety, and legal reasons, the following items cannot be returned:

• Perishable goods (such as food, flowers, or plants).
• Custom-made or personalized products (special orders).
• Personal care, cosmetics, and beauty products with broken hygiene seals.
• Hazardous materials, flammable liquids, or gases.
• Gift Cards.

(Note: For sale or promotional items, regular return and refund policies apply unless otherwise prohibited by local consumer protection laws).

9. Cancellation Period

You have the right to cancel your order within the 12-hour cancellation period from the time of order placement, for any reason and without justification, provided the order has not yet been dispatched from our fulfillment facility.

• Cancellation Window: 12 hours from order placement.
• How to Cancel: Email support@elklu.com with your order number and the subject line “Order Cancellation”.
• Cancellation Confirmation: We will confirm cancellation by email within 4 business hours and issue a full refund to your original payment method.
• Refund Timing: Full refund processed within 3 to 5 business days (Internal Processing Time) plus 5 to 10 business days bank settlement time.
• After Dispatch: Once your order has been handed to the carrier, the cancellation period has ended and the order can no longer be cancelled. You may still return the item under the 30-day return window above after delivery.

This cancellation period applies to all standard orders. Custom or personalized items may have a shorter or no cancellation window — this is disclosed on the specific product page before purchase.

Contact Information

If you have any questions regarding our Refund Policy, please contact us:

Email: support@elklu.com
Company Name: ELKLU
Phone Number: +852 6344 5991
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (HKT, GMT+8)