Refund policy

At ELIO LAB, every order is carefully checked before it is shipped. Because of the nature of our products and our current fulfillment model, all sales are final.

We do not accept returns or exchanges for change-of-mind purchases.

1. No Returns or Exchanges for Change of Mind

We do not accept returns or exchanges for reasons including:

  • Change of mind

  • No longer wanting the product

  • Selecting the wrong colour or design

  • Ordering the wrong phone or device model

  • Selecting the wrong product variant

  • Personal preference regarding colour, appearance, texture, or fit

  • Compatibility issues resulting from selecting an incorrect device model

  • Any other reason unrelated to a product defect, damage, or fulfillment error

Please carefully check your device model, product specifications, colour, and variant before completing your purchase.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or materially different from what was ordered, please contact us as soon as possible after delivery.

To help us investigate the issue, we may request:

  • Your order number

  • Photographs of the product

  • Photographs of the packaging

  • A description of the issue

  • Video evidence where reasonably necessary

Once your claim has been reviewed and the issue is confirmed, we may provide an appropriate resolution, which may include a replacement or refund.

If ELIO LAB sends an incorrect product due to a fulfillment error, we will review the order and provide an appropriate resolution.

3. Incorrect Device or Product Selected

Customers are responsible for selecting the correct device model and product variant at checkout.

For example, if you order a case for the wrong iPhone model, MacBook model, or AirPods generation and the product supplied matches the selection made during checkout, we cannot accept a return or exchange.

Please double-check your device before placing your order.

4. Refunds

If a refund is approved, it will be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.

Shipping charges are non-refundable unless the refund relates to an error attributable to ELIO LAB or otherwise required by applicable law.

5. Reporting a Problem

If you receive a damaged, defective, or incorrect item, contact us at:

[CUSTOMER SUPPORT EMAIL]

Please include your order number and clear photographs or videos showing the issue.

We recommend contacting us promptly after delivery so that we can investigate the matter efficiently.

6. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or limit any consumer rights or remedies that cannot legally be excluded or limited under applicable law.

Where applicable law provides a customer with a right to a refund, replacement, repair, return, or other remedy, those rights will continue to apply.

7. Policy Changes

ELIO LAB reserves the right to update this Return & Refund Policy from time to time. Any changes will be posted on this page with an updated effective date.

For questions regarding this policy, please contact [CUSTOMER SUPPORT EMAIL].