These Refund Terms (“Terms”) apply to the application, review, and processing of refunds for all product orders with Elasmo LLC (“we”), clarifying the rights and obligations of both parties during the refund process. By submitting a refund request, you agree to all the terms of these Terms. If you have any questions, please contact us at support@elasmollc.com or by phone at (251) 727-7513. Matters not covered in these Terms shall be governed by our Terms of Service, Terms of Shipping, and relevant laws and regulations.
I. Refund Application Circumstances
You may apply for a refund under any of the following circumstances. Upon approval by us, the refund will be processed according to these terms:
The order is cancelled due to our inability to fulfill it after payment (e.g., product shortage, system malfunction, pricing error);
The product you received has quality problems (e.g., damaged, unusable, material mismatch), and you have provided relevant supporting documentation as required by us;
We sent the wrong goods (product model, specifications do not match the order), and you have returned the incorrect product unused and in its original packaging as required;
The package was lost during transportation, and after verification with the logistics carrier, you chose the “full refund” solution;
You completed the return process and the product passed inspection, provided it complies with our return policy (see Article III for details regarding returns and refunds);
Other refundable circumstances stipulated by laws and regulations.
II. Non-Refundable Circumstances
We reserve the right to refuse your refund request and will not process a refund under any of the following circumstances:
The order has been shipped, and the product has no quality issues or incorrect shipment. You request a refund due to personal preference, mistaken order, or other personal reasons, and fail to return the product as required, or return a used or damaged product;
You receive the product but do not raise any quality issues or incorrect shipment objections within 7 business days, and then request a refund later;
The package is returned or lost due to your own reasons, such as providing an incorrect delivery address or no one signing for it, and you subsequently request a refund (you will bear all related responsibilities and losses);
You modify or damage the product without authorization, or are unable to provide relevant proof of product quality issues or incorrect shipment;
The order has been signed for, and the product has no problems. You request a refund for non-quality reasons such as “I don’t like it” or “I don’t need it” (you can apply for a refund after returning the product according to the return policy);
Special offer and promotional products that are clearly marked “non-refundable and non-exchangeable” and for which you have confirmed your purchase (except for quality issues or incorrect shipments).
III. Return and Refund Agreement
You must submit a return and refund application to us within 30 business days of receiving the product (7 business days for quality issues or incorrect shipments). Failure to apply within this period will be considered an automatic waiver of your right to a return and refund.
When applying for a return and refund, you must provide your order number, product photos (including appearance, damaged parts, etc.), and the reason for return. Our customer service will review the application within 2 business days. After approval, we will provide you with a return address and return instructions.
Within 7 business days of approval, you must return the product as required (the product must be unused, in its original packaging, and include original accessories and instructions), and provide our customer service with the tracking number.
After receiving the returned product, we will complete the inspection within 3 business days. If the inspection is satisfactory, a refund will be processed according to Article 4 of these terms. If the inspection is unsatisfactory (e.g., the product has been used, the packaging is damaged, or accessories are missing), a refund will be refused, and the product will be returned to you via the original shipping method. You will be responsible for the return shipping costs.
IV. Refund Process and Timeframe
Refund Request Submission: You can submit a refund request through your account’s “My Orders” section or contact customer service to provide relevant information.
Review Process: We will complete the review within 2 business days of receiving your refund request. The review result will be notified to you via the email address or phone number you provided during registration.
Refund Processing: After approval, we will initiate the refund process within 3-5 business days. The refund will be returned to the original payment method used when placing your order (credit card, payment account, etc.).
Refund Arrival Time: The refund arrival time depends on the processing speed of your payment institution and bank, typically 3-7 business days. If the refund has not arrived after 7 business days, please contact your payment institution for verification or contact our customer service for assistance.
V. Refund Amount Agreement
For refunds due to our reasons (out of stock, wrong item shipped, product quality issues, lost package), the refund amount will be the full order amount (including the price of the goods and shipping fees).
For returns and refunds due to your personal reasons (mistaken order, dislike, etc.), the refund amount will be the price of the goods. You will be responsible for the shipping and return shipping fees, which we will deduct from the refund amount (if any).
Refunds for discounted or promotional products will be processed according to the activity rules. If the activity explicitly states that “refunds will only cover the actual amount paid,” then the refund will be based on the amount you actually paid.
If you have used coupons or discount codes when placing the order, the amount corresponding to the coupons or discounts will be deducted from the refund amount; only the portion you actually paid will be refunded.
VI. Handling of Special Circumstances
If you request to cancel your order and request a refund after payment but before shipment, and the order has not yet entered the packaging process, we will issue a full refund (no handling fee); if the order has entered the packaging process, a small packaging handling fee will be deducted before the refund.
If the refund fails due to a payment institution or bank system malfunction, we will re-initiate the refund process without assuming any additional liability for compensation.
If you request a refund maliciously or fraudulently (such as fabricating product quality issues or providing false certificates), we reserve the right to refuse the refund, freeze your account, and pursue your relevant responsibilities. Legal action will be taken if necessary.
VII. Other Agreements
We reserve the right to modify these Refund Terms based on business development, policy adjustments, etc. Modifications will be prominently displayed on our website and will take effect immediately upon publication. Your continued application for a refund constitutes acceptance of the modified terms.
If any dispute arises between you and us regarding the refund, we should prioritize negotiation to resolve it. If negotiation fails, the dispute will be handled according to the Dispute Resolution Clause in the Terms of Service.
Contact Information: If you have any questions, complaints, or needs related to the refund, you can contact us through the following methods:
Email: support@elasmollc.com (Response within 2 business days)
Phone: (251) 727-7513 (Business days, Central Time)
