Return & Refund Policy
1. Overview & Return Highlights
We want you to be happy with your purchase. If something is not right, here is how we make it right.
30 Days Guarantee
You have 30 days from the day you receive your order to request a return. Just contact us within that window.
$0 USD Fee
None. Our restocking fee is $0 USD for all eligible returns.
Within 10 Business Days
Once we receive and inspect your return, we will process your refund within 10 business days back to your original payment method.
Shipping Responsibilities
If we made a mistake (wrong/damaged item), we cover return shipping. For change of mind, you cover return shipping.
2. How to Start a Return
To initiate a return, email us at info@elroza.shop with the following information:
- Your order number.
- The product you want to return.
- The reason for the return.
- If the item arrived damaged, defective, or incorrect, please attach a photo.
Once we review your request, we will send you return instructions.
3. Eligible vs. Non-Returnable Items
What Can Be Returned
We accept returns for both defective and non-defective items, as long as:
- The product is in original condition, with all tags, packaging, and accessories.
- Non-defective returns have not been intentionally damaged or misused.
- You contacted us within the 30-day window.
What Cannot Be Returned
For hygiene and safety reasons, certain baby items cannot be returned once opened or used. Any such exclusions will be clearly stated on the product page.
4. Exchanges, Cancellations & Damaged Items
- Exchanges: We do not offer direct exchanges. If you want a different product, please return your eligible item and place a new order.
- Order Changes and Cancellations: You have 24 hours from placing your order to change or cancel it. After that, if the order has shipped, please follow the return process.
- Damaged or Incorrect Items: If your order arrives damaged or you receive the wrong item, contact us right away. Keep the packaging and the item until we have reviewed the issue. We will make it right.
5. Refunds & Handling Delays
Refund Method
Refunds go back to the original payment method. If that is no longer possible, we will work with you to find another solution. Please note: banks and card issuers may take a few extra days to post the refund after we send it.
Refund Delays
If more than 10 business days have passed since we received your return and you have not seen your refund, first check with your bank. If they confirm nothing is pending, email us at info@elroza.shop and we will look into it.
6. Questions About Returns? Contact Us
If you have any questions about our return policy or need help with an existing return, please reach out to our team:
Contact Information
-
Business Name:
Elroza -
Customer Support Email:
info@elroza.shop -
Phone Number:
+1 (512) 894-3276 -
Mailing Address:
165 John St, Frostproof, FL 33843, USA -
Customer Support Hours:
Monday to Friday: 9:00 AM to 5:00 PM (EST)
Weekend inquiries will be addressed on the following business day.