Refund policy

Eligibility for Returns & Full/Partial Refunds

1. Defective, Damaged or Incorrect Items

   
   

   If goods arrive broken, factory defective, missing accessories, or wrong items shipped by our warehouse, you qualify for full refund, free replacement, or complimentary return shipping within 30 calendar days after delivery confirmation. We cover all return courier fees for our-side errors.
2. Voluntary Change-of-Mind Returns

   
   

   Unopened, unused, unwashed goods with complete original packaging, tags and labels intact can apply for partial refund within 30 days upon delivery. Customer bears all outbound shipping, return shipping fees, and relevant Quebec provincial sales tax for cross-region shipments.
3. Time Limit Rule

   
   

   All return & refund applications must be emailed to us within 30 days after tracking shows "delivered". Requests submitted after this period will not be processed.

Non-Returnable & Non-Refundable Products

• Custom personalized engraved/printed made-to-order merchandise
• Clearance, flash sale and final-sale goods marked "Final Sale – No Returns" on product pages
• Hygiene and personal care items once opened for health safety reasons
• Items damaged by improper customer storage, washing, modification or accidental breakage after receipt
• Worn, stained, incomplete products without original tags and full packaging
• Original delivery shipping cost, GST/HST, customs duty and brokerage fees are non-refundable unless caused by warehouse mistakes

Complete Refund Operation Steps

1. Send application email to hello@elodoi.shop, attach order number, clear photos/videos of product condition and tracking number.
2. Our support team reviews requests within 2–4 business days and sends official return address guidelines after approval. Do not send returns without authorization, unapproved parcels will be rejected and discarded.
3. Repack all items securely with original attachments, put a note with your order number inside the package, keep shipping receipt as proof.
4. After our warehouse receives and inspects returned goods, refunds will be issued to your original payment account within 5–10 business days. Actual arrival time depends on bank processing cycle.

Order Cancellation Rule

Contact Information