Refund policy
30-Day At-Home Trial
We want you to feel confident trying your Elconi LumiLift™ at home.
You have 30 days from the date your order is delivered to request a return. During this period, you may open and reasonably use the product to decide whether it is right for you.
Return Eligibility
To qualify for a return:
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Your return must be requested within 30 days of delivery.
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The product must not be intentionally damaged, heavily worn, altered, or misused.
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All original components, accessories, charging cables, and packaging must be included.
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You must provide your order number or other proof of purchase.
Minor signs of normal use during the trial period will not automatically make your return ineligible.
Products that are returned incomplete, damaged through misuse, or materially different from their original condition may be refused or subject to a deduction from the refund.
How to Start a Return
You can request a return through the order-status page linked in your order confirmation and shipping emails.
You may also contact us at:
Please include:
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Your full name
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Your order number
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The reason for your return
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Photos of the product and included accessories, if requested
Do not send a return before receiving approval and return instructions from our support team.
Return Address
Approved returns should be sent to:
Elconi Returns
37 Chapin Road
Newton Centre, MA 02459
United States
Please include your order number inside the package.
Returns sent without prior approval may be delayed, refused, or returned to the sender.
Return Shipping
Customers are responsible for arranging and paying for return shipping unless the product arrived damaged, defective, or incorrect.
We do not provide prepaid return labels for standard returns.
Please use a trackable shipping service and keep your receipt and tracking information. Elconi is not responsible for return packages that are lost, damaged, or delivered to the wrong address.
Original shipping charges and optional expedited-shipping fees are non-refundable, except where required by law or when the return results from an error by Elconi.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives.
Contact support@elconi.store as soon as possible if your product:
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Arrived damaged
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Is defective
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Is missing components
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Is different from what you ordered
Include your order number and clear photos or video showing the issue.
If the issue is confirmed, we will provide an appropriate replacement or refund and cover reasonable return-shipping costs when a return is required.
Damage caused by misuse, accidental damage, improper storage, unauthorized modification, or failure to follow the product instructions is not considered a manufacturing defect.
International Returns
International customers must contact us for approval before mailing a return.
Customers are responsible for international return-shipping costs unless the item arrived damaged, defective, or incorrect.
International returns must:
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Be sent using a trackable shipping service
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Include the order number inside the package
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Be declared as “Returned Goods – No Commercial Value”
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Include all required customs documentation
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Arrive without unpaid customs duties, taxes, or handling charges
We may request photos of the product, packaging, and order number before approving an international return.
Elconi is not responsible for customs delays, lost packages, or charges resulting from incorrectly completed customs forms.
Non-Returnable Items
The following are not eligible for return:
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Gift cards
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Products purchased from unauthorized third-party sellers
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Products returned more than 30 days after delivery
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Products that have been intentionally damaged, altered, or misused
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Products missing essential parts or accessories
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Products marked as final sale at the time of purchase
Promotional or discounted purchases are still covered by our 30-day return policy unless they were clearly marked Final Sale before checkout.
Exchanges
We do not currently process direct exchanges.
To receive a different item, request a return for the original purchase. Once the return is approved, you may place a separate order for the replacement item.
Confirmed damaged, defective, or incorrect products may be replaced directly at our discretion.
Refunds
We will notify you after your return has been received and inspected.
If approved, your refund will be issued to your original payment method within 10 business days. Depending on your bank or payment provider, additional time may be required for the refund to appear in your account.
Refunds cover the approved purchase price of the returned product. Original shipping charges, expedited-shipping fees, customs duties, taxes, and return-shipping costs are not refundable unless required by law or the return resulted from an error by Elconi.
If more than 15 business days have passed since your refund was approved, contact:
European Union and European Economic Area Customers
Customers receiving an order in the European Union or European Economic Area generally have the right to withdraw from an eligible online purchase within 14 days of delivery without providing a reason.
To exercise this right, contact support@elconi.store within 14 days of delivery and clearly state that you wish to cancel your purchase.
After notifying us, you must return the product within the legally required period. Customers are responsible for direct return-shipping costs unless the product is defective, damaged, or incorrect.
Eligible customers will receive a refund for the purchase price and the cost of the least expensive standard delivery option offered at checkout. Additional expedited-delivery costs are not refundable.
We may withhold the refund until we receive the returned product or receive acceptable proof that it has been shipped.
Nothing in this policy limits any mandatory consumer rights provided by applicable law.
Questions
For any return or refund questions, contact us at: