Refund policy
Return & Refund Policy
Thank you for shopping with us! We value your satisfaction and are committed to providing an excellent shopping experience. If you’re not completely satisfied with your purchase, our return and refund policy is here to help.
Right to Cancel
You may request to cancel your order within 14 days of placing it. However, refunds depend on the order status at the time of cancellation:
Before Processing
If your order has not yet been processed, you are eligible for a full refund.
After Processing / In Transit
If your order has already been processed or dispatched, a 50% refund of the order value will be issued.
This is because fulfillment and logistics costs have already been incurred.
After Delivery
Once your order has been delivered, it is no longer eligible for cancellation.
How to Cancel
To request a cancellation, you can:
- Complete our Cancellation Form (available upon request)
- Email us at info@elitetails.co.uk
Write to us at:
Address:
30N Gould St, Sheridan, WY 82801, USA
Please include your order number and request details so our team can process your cancellation efficiently.
Return Policy Overview
- Return Window: 30 days from delivery
- Condition: Items must be unused, in original condition, and include original packaging
If the return is due to the customer, shipping costs are the customer’s responsibility.
If the return is due to our error (damaged/incorrect item), we cover the shipping cost.
Returns (Unwanted Items)
At EliteTails.co.uk, we offer a 30-day return policy:
- You have 30 days from delivery to request a return
- Contact our support team to initiate the process
- Items must be unused and in original packaging
Returns (Damaged or Defective Items)
If your item arrives damaged or defective:
- Contact us immediately
- We will offer a replacement or full refund
- Photos may be required for verification
For all other returns:
- Items must be unused and in original condition
- Refunds are issued to the original payment method after inspection
- We reserve the right to refuse returns that do not meet criteria
To initiate a return, email: info@elitetails.co.uk
How to Return an Item
- Contact Us: Email info@elitetails.co.uk with your order number
- Get Instructions: Receive return authorization and steps
- Pack Item: Securely in original packaging with all contents
- Ship: Drop off at your nearest carrier as instructed
Refused Deliveries & Incorrect Address
If a customer refuses delivery or provides an incorrect/incomplete address:
- The order may not be eligible for a full refund
- Shipping and return costs will be deducted
Restocking Fees
A 35% restocking fee applies to returned products.
Refund Process
- Inspection: Items are checked upon return
- Processing: Refund issued after approval
- Timeline: Up to 7 business days to reflect in your account
If your refund is delayed:
- Check your bank account
- Contact your card provider
- Contact your bank
Still unresolved? Email info@elitetails.co.uk
Exchanges
Want a different size, color, or product?
Contact us and we’ll assist with a smooth exchange.
Non-Returnable Items
Certain items (e.g., hygiene-related products) may not be eligible for return. These will be clearly marked on the product page.
Global Sourcing & Brand Substitution Policy
At EliteTails, we work with a global supplier network. Due to demand and availability:
- Product branding/packaging may differ
- Product functionality and quality remain the same
Important:
- Brand variations are not eligible for return or refund
- All such sales are final
For support, contact: info@elitetails.co.uk
Summary
- Returns: Accepted (defective & non-defective)
- Exchanges: Accepted
- Condition: New only
- Return Window: 30 days
- Method: By mail
- Restocking Fee: 35%
- Refund Time: 7 days
- Cancellation Window: 14 days
Contact Information
Store Name: EliteTails
Email: info@elitetails.co.uk
Company: Valenciaa Ventures LLC
Address:
30N Gould St, Sheridan, WY 82801, USA
Customer Support Hours
- Monday – Friday: 9:30 AM – 7:00 PM (GMT+1)
- Saturday – Sunday: 9:30 AM – 2:00 PM (GMT+1)
Response Time: 24–48 hours