Return policy

Return and Refund Policy – Elystrix

1. Return Policy

We offer a 30-day free return policy for eligible items, starting from the date you receive your order. To qualify for a return, items must meet the following conditions:

  • Items are unused, unworn, and in their original condition (no scratches, stains, or damage).
  • All original tags, packaging, and dust bags are intact and included.
  • The product is not listed in our Non-Returnable Items section.

Scenarios for Returns

  • Received Wrong Product: If you receive an incorrect item, please contact us immediately at cs@elystrix.com within 7 days of delivery. We will arrange a free return and ship the correct item to you at no extra cost, or process a full refund if preferred.
  • Changed Your Mind: You may return eligible items for a refund within 30 days of delivery. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item, defective product).

Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom-made or personalized bags (e.g., monogrammed, custom color options).
  • Hygiene-related accessories (if applicable, e.g., leather care products that have been opened).
  • Items returned after the 30-day window, or items that show signs of wear, damage, or missing packaging.

2. Refund Policy

Scenarios for Refunds

  • Lost Package: If your order is lost in transit, please contact us within 14 days of the expected delivery date. We will investigate with the carrier and, upon confirmation, issue a full refund or reship the order at no cost to you.
  • Damaged Product: If you receive a damaged or defective item, contact us within 7 days of delivery with photos of the damage. We will arrange a free return and issue a full refund, or send a replacement product at your request.
  • Returned Eligible Items: Once we receive and inspect your returned item, we will process a refund to your original payment method within 5–7 business days. Please note that it may take an additional 3–10 business days for your bank to reflect the refund in your account.

3. Exchange Policy

We offer exchanges for eligible items within 30 days of delivery, subject to product availability.

  • Exchange Request: If you wish to exchange an item (e.g., for a different color or style), contact us at cs@elystrix.com to request an exchange authorization.
  • Costs: You will be responsible for return shipping costs, and any price difference (if the new item is more expensive) must be paid before the exchange is processed. If the new item is cheaper, we will refund the difference.
  • Conditions: Exchanged items must meet the same return conditions (unused, original packaging, intact tags) as returns.

4. How to Initiate a Return/Exchange

  1. Contact Us: Email cs@elystrix.com with your order number, reason for return/exchange, and relevant photos (if applicable).
  2. Receive Authorization: We will review your request and send a return authorization (RA) number and return shipping instructions within 2 business days.
  3. Ship Your Item: Pack the item securely with all original packaging, and include the RA number on the outside of the package. Ship to the address provided in our response.
  4. Processing: Once we receive and inspect your item, we will process your refund or exchange within 5–7 business days.

5. Contact Us

For questions about returns, refunds, or exchanges, please reach out to our customer service team: