Return & Refund Policy

Last updated: 2026-08-25

We stand behind the quality of our products. Please read this policy carefully before making a purchase.

1. When Returns Are Accepted

We accept returns only for the following reasons, reported within 7 days of delivery:

• Damaged on arrival (with photo/video evidence)
• Wrong item shipped (does not match your order)
• Defective / not working (with photo/video evidence)

Change of mind, “does not fit my pet,” or other non-defect reasons are NOT eligible for return.

2. Approval Is Required Before Returning

All returns require prior written approval. Email admin@eleglook.com with your order number and photo/video evidence within 7 days of delivery. Unauthorized returns (shipped without approval) will be refused and not refunded.

3. Return Conditions

• Item must be unused, in original packaging, with all accessories, tags and labels intact
• Item must be returned within 14 days of approval
• Return shipping costs are paid by the buyer, except when the return is due to our error (damaged/wrong item)
• We are not responsible for items lost in transit during return shipping; we recommend insured and trackable shipping

4. Restocking Fee

For approved returns that are not due to our error, a 20% restocking fee will be deducted from the refund to cover packaging, inspection and processing costs.

5. Replacement Preferred Over Refund

For damaged or defective items, we will first offer a free replacement or store credit. A refund is issued only if a replacement is not possible.

6. Refund Process & Timeline

• Refunds are processed after we receive and inspect the returned item (up to 3 business days for inspection)
• Refund is issued to the original payment method within 5-7 business days after inspection
• Original and return shipping costs are non-refundable

7. Fraud & Abuse Prevention

We reserve the right to refuse any return or refund that we reasonably believe is fraudulent, abusive, or an attempt to exploit this policy. Suspected fraudulent activity may be reported to the relevant authorities and payment processors. Customers who repeatedly abuse the return policy may be blocked from future purchases.

8. Non-Returnable Items

• Items personalized or custom-made (including engraved pet ID tags) are final sale and non-returnable unless defective
• Items opened, used, or showing signs of wear
• Items returned after the 14-day window

9. Contact

Email admin@eleglook.com with your order number for any return or warranty questions. We respond within 24 hours.