Refund policy

Thank you for shopping with elty. Your satisfaction is our priority. This Refund & Return Policy explains your rights and how you can request a return, exchange, or refund.

Scope and Purpose

This policy applies to all purchases made through the elty website. Nothing in this policy affects your statutory consumer rights.

In accordance with EU and UK consumer law, you have the right to withdraw from a contract within 14 days of receiving your order, without providing a reason. This right applies regardless of our 60-day return window.

Returns

  • We accept returns of both defective and non-defective products.
  • To be eligible for a return, items must be new, unused, unopened, and in their original packaging.
  • You have 60 days from the date of receipt to submit a return request.
  • All returns must be pre-authorized by our customer support team.
  • Returns sent without prior authorization will not be accepted.
  • Authorized returns should be sent to: 30 N Gould St Ste R, Sheridan, WY 82801

Return Shipping Costs

  • Defective, damaged, or incorrect items: we cover the return shipping costs.
  • Returns of non-defective products (change of mind, etc.): return shipping costs and labels are the customer's responsibility.
  • We do not charge any restocking fees.

Exchanges

We accept product exchanges. You may return the original item and request a replacement of equivalent value, or place a new order for your preferred product once the return has been approved.

Refunds

  • Once the returned item has been received and inspected, we will notify you of the approval status.
  • If approved, refunds are typically processed within 10 business days (always within 14 business days) to the original payment method.
  • Please note that your bank or credit card provider may require additional time to post the refund.
  • If more than 14 business days have passed since your refund was approved, please contact us at support@eltylab.com.

Special Cases

  • Damaged during delivery: Notify us within 48 hours with photos.
  • Incorrect item received: We will cover return shipping and send the correct product.
  • Order not received: Contact us so we can open an investigation with the carrier. If the parcel is confirmed lost, we will send a replacement or issue a full refund.
  • Cancellation before dispatch: Orders can be cancelled before shipment. Once dispatched, the standard return procedure applies.

Exceptions

For health and safety reasons, supplements and other consumable products cannot be returned once opened, unless they are defective or damaged.

Unopened supplements in their original sealed packaging may be returned within the 60-day period covered by this policy.

Contact Information