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Returns & Refunds Policy

We understand that there may come a time where you need to return a purchase and we want to make the returns process as simple and easy as possible for you. 

If you have changed your mind about your purchase or purchased the incorrect size or item, we will be pleased to offer you a refund provided that:

  1. You return the item(s) within 21 days of your order being delivered (our returns policy is valid for 21 days from the date your order was delivered as per the shipment tracking - after this time has passed we are unable to accept returns)
  2. Your item(s) must be unused, unworn, unwashed and in the same condition that you received it (We recommend that you carefully try new items on indoors, just in case you need to return them)
  3. All packaging, swing tags and care tags must still be attached to items to be eligible for a refund. Any items returned without packaging or tags, will not be refunded. You will receive an email to advise of this, at which time we can organize to return the items to you at your cost.
  4. If you purchased an item as part of a bundle (e.g. buy a harness and get a leash free etc..) the entire bundle must be returned
  5. Include your receipt or invoice or proof of purchase

 

Please note: we do not offer exchanges on our products (only returns for refund)

Refunds:

Once your return is received and inspected, we will send you an email to notify you that your refund has been processed. Or you will be notified if your return has been rejected.

If your return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days (dependant on your financial institution).

Refunds will only be process to your original method of payment (unless it was a gift and these will be refunded as a store credit onto a gift card and emailed)

Late or Missing Refunds: If you haven't received your refund within 10 business days of receiving your notification of refund:

  1. Double check your bank account (please remember that the amount refunded won't include your original shipping costs)
  2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card
  3. If you have done these steps and still have not received your refund, please email us at:

Incorrect Item received:

We sincerely apologize that you received the incorrect item. If any items you receive are incorrect, please email elitasgrooming@gmail.com within 5 days of receipt of order to notify us. 

Please be sure to include your order number, the incorrect item received and what the correct item should be.

If the item that you didn't receive is unfortunately unavailable as it has sold out, we can offer to replace it with a different item of the same value or process a refund.

Faulty/Damaged Items:

If any items you receive are faulty or damaged, please email elitasgrooming@gmail.com within 5 days of receipt of item to notify us. Please be sure to include your order number, best contact details, details of the fault/damage and if possible a photo of the fault/damage.

After receiving your email, we will provide you with a return postage label so you can return the item to us.

Please note due to the possibility of our products selling out, we cannot guarantee that we will have the original item/size/colour in stock. If the original item is in stock, we will post you a replacement item. However, if the product is out of stock, we will contact you to discuss whether you would prefer a different item to the same value or a full refund (including original shipping costs).

Exchanges:

We are unfortunately unable to accept exchanges due to the possibility of our products selling out. To guarantee that you receive your desired item/size/color, please place a new order for this item and fill out the returns form to return the original item (as per returns process).