Refund policy
1. Return Period
We offer a **14-calendar-day return period**. Customers must submit a return request within 14 calendar days from the date the item is delivered.
The return period begins on the delivery date shown in the carrier’s tracking records. If the delivery date cannot be confirmed, we may determine the date of receipt based on the order record, delivery information, or other reasonable evidence.
This policy does not limit any mandatory consumer rights granted by the laws applicable to the customer.
2. Return Eligibility and Product Condition
To be eligible for a return, the item must generally meet all of the following requirements:
- Unopened and unused;
- In the same condition as received;
- In the original packaging;
- With the original seals, labels, accessories, and documentation intact;
- Free from installation marks, signs of use, wear, or customer-caused damage;
- Accompanied by the order number, receipt, or other proof of purchase.
For high-value, electronic, electrical, vehicle-related, or technical products, we may request photos showing:
- All sides of the product;
- The original seals, tape, or packaging condition;
- The original packaging and outer shipping box;
- The overall condition of the package before shipment;
- The shipping label.
Customers must contact either of the following email addresses and receive written return approval and return instructions before shipping an item back:
- cathychen@elejoy.com
- hello@elejoy.com
Items returned without prior approval may be refused or may not qualify for a refund.
3. Customer-Initiated Returns
The following are generally considered customer-initiated returns:
- Change of mind;
- The product is no longer needed;
- Ordering by mistake;
- Change in personal preference;
- A decision not to open, test, or try the product;
- A concern that the product may not be suitable for the customer’s vehicle, system, or intended use environment;
- A concern about compatibility with a software version, vehicle model, or equipment configuration;
- Other personal reasons.
If no product defect, inaccurate product description, shipping damage, or fulfillment error has been verified, the return will be handled as a **customer-initiated return**.
A customer’s statement that a product “may not be compatible” or “may not be suitable” does not automatically establish that the product is defective. Whether a return is product-related will be determined based on the available evidence, order information, product description, and any inspection that may be required.
4. Costs for Customer-Initiated Returns
For a customer-initiated return:
- The customer is responsible for the return shipping cost;
- The original outbound shipping charge is generally non-refundable;
- If we provide or arrange a return shipping label, the actual cost of the label may be deducted from the refund;
- A reasonable processing or restocking fee may apply depending on the product condition, packaging condition, accessory completeness, order circumstances, resaleability of the product, and applicable law;
- Any shipping deduction, processing fee, or restocking fee will be disclosed to the customer before the item is shipped back;
- No undisclosed fee will be added after the item has been returned;
- The customer must use a trackable shipping service and is responsible for ensuring that the item is safely delivered to our return facility;
- For customer-arranged and customer-paid return shipping, the customer remains responsible for loss or damage until the package is delivered to and accepted by our return facility.
The final refund amount, shipping responsibility, and any applicable deduction for a customer-initiated return will be confirmed in writing before the item is shipped.
5. Verified Defective, Damaged, or Incorrect Items
If the item is confirmed to be affected by any of the following, the return will be handled as a product-related issue:
- A product quality or functional defect;
- Damage that occurred before delivery;
- A material difference from the product page or order description;
- An incorrect product, model, or accessory supplied by us;
- Another confirmed fulfillment error caused by us.
For a verified product-related issue:
- We may provide a prepaid return shipping label or cover reasonable return shipping costs;
- We will refund the eligible product amount;
- We will refund the original standard outbound shipping charge;
- We will not charge a processing or restocking fee;
- We may require the item to be returned and inspected before approving a refund, replacement, or other remedy.
If the customer only states that the product “may not be compatible” or “may not be suitable,” but there is no evidence of a product defect, inaccurate product information, or fulfillment error, the Customer-Initiated Returns section will apply.
6. Compatibility and Product Suitability
Customers are responsible for confirming compatibility with their vehicle, electrical system, software version, installation environment, and intended use before placing an order.
For vehicle-related, electrical, electronic, energy-storage, inverter, and other technical products, customers should review the product description, compatibility requirements, technical specifications, and installation requirements before ordering. Customers are encouraged to contact us before placing an order if they have questions.
If a customer requests a return because of a compatibility or suitability concern, but no product defect, inaccurate product information, or fulfillment error has been verified, the return will be handled as a customer-initiated return.
7. Return Packaging and Shipping Requirements
Customers should use the original packaging whenever possible and use sufficient protective materials to secure the item during return shipping.
Customers must:
- Keep the product and original packaging intact;
- Ensure that seals, labels, and accessories are not missing;
- Use a trackable shipping service;
- Provide the tracking number after shipment;
- Keep the shipping receipt and tracking records;
- Provide photos of the product, packaging, seals, and outer shipping box before shipment when requested.
If the customer arranges return shipping independently, the customer is responsible for any loss, damage, or failure to track the package during transit.
Customers must not ship an item back without return approval. We may refuse unauthorized returns.
8. Return Inspection and Non-Compliant Returns
After receiving a returned item, we will inspect the product, packaging, seals, accessories, and signs of use.
If the returned item does not meet the requirements of this policy, we may, depending on the circumstances:
1. Reject the return or deny the refund;
2. Issue a partial refund based on the loss in value or damage;
3. Return the item to the customer at the customer’s expense;
4. Take another action after the customer agrees to the applicable costs.
If the product is lost or damaged during customer-arranged return shipping, we may be unable to issue a refund unless the customer can establish that the product was safely delivered to our return facility.
9. Refund Amount
For a customer-initiated return, the refund amount will be determined based on:
- The eligible product amount;
- Whether the original outbound shipping charge is refundable;
- The actual cost of any return label;
- Any applicable processing or restocking fee;
- The result of the inspection after the item is received;
- Applicable law or mandatory consumer protection requirements in the relevant jurisdiction.
For customer-initiated returns, the original outbound shipping charge is generally non-refundable unless otherwise confirmed by us in writing at the time the return is approved.
If the return is confirmed to be caused by a product defect, shipping damage, incorrect item, or fulfillment error, we will refund the eligible product amount and the original standard outbound shipping charge, and no processing or restocking fee will apply.
Any applicable deduction will be disclosed and confirmed before the customer ships the item back.
10. Taxes, Duties, Customs, and Import Fees
Taxes, duties, customs charges, import fees, and other government charges will be handled in accordance with applicable law.
Unless required by law or otherwise confirmed by us in writing, customs duties, import fees, taxes, storage charges, and other fees paid by the customer to customs authorities, carriers, tax authorities, or other third parties are not refundable by us.
If a customer refuses or abandons a shipment because the customer does not wish to pay duties, import fees, taxes, or other customer-responsible charges, the customer may be responsible for return shipping, storage charges, duties, and other third-party fees.
11. Partial Returns
If a customer returns only part of an order:
- Only the eligible returned items will be refunded;
- The original shipping charge is generally non-refundable;
- If the partial return causes the order to no longer qualify for a discount, promotion, or free-shipping offer, we may recalculate the refund based on the actual order circumstances;
- The applicable fees and refund calculation will be explained when the return is approved.
12. Pre-Orders and Cancellation Requests
Pre-order products may have estimated shipping or delivery dates rather than guaranteed delivery dates.
Customers may request cancellation before a pre-order has shipped. Once a pre-order has shipped, cancellation or refund requests will be handled under this return policy.
If a cancellation before shipment is approved, the refund will be processed according to the order status, payment method, and applicable law. Any non-refundable third-party payment, customs, service, or other fees will be disclosed where applicable.
13. Refused, Undeliverable, or Incorrectly Addressed Shipments
If an order is refused, abandoned, or returned because of:
- An incorrect or incomplete address;
- Failure to receive the shipment;
- Refusal to pay duties, taxes, or import fees;
- Refusal to accept delivery;
- Another reason attributable to the customer;
the customer may be responsible for:
- The original shipping cost;
- Return shipping costs;
- Storage fees;
- Duties and import charges;
- Other fees charged by the carrier or third parties.
14. Refund Processing Time
After the returned item is received, we will inspect the item and its packaging and notify the customer whether the return has been approved.
If approved, the refund will be issued to the original payment method, generally within **10 business days** after the refund is approved.
Refunds are issued to the original payment method. We do not control the timing or processing of installment plans, credit-card postings, or third-party payment providers.
If more than 15 business days have passed since the refund was approved, please contact:
- cathychen@elejoy.com
- hello@elejoy.com
15. Non-Returnable Items
The following items are generally non-returnable:
- Items clearly marked **Final Sale**;
- Gift cards;
- Custom-made, personalized, or specially ordered products;
- Products that have been installed, used, modified, or damaged;
- Products missing important accessories, seals, or original packaging;
- Perishable goods;
- Hazardous materials;
- Other products that cannot legally be returned or are not suitable for resale.
If any of these items are confirmed to be defective, damaged during shipping, or incorrectly supplied by us, customers may still contact us for review subject to applicable law and the specific circumstances.
16. Exchanges
If a customer would like to exchange an item, the fastest option is generally to request a return first. After the return is approved and the refund is processed, the customer may place a new order for the desired item.
Exchanges are subject to product availability, product condition, the reason for return, and applicable law.
17. Warranty and Returns
This return policy applies to return requests submitted within the applicable return period.
Quality, functional, or compatibility issues that arise after the return period will be handled separately under the applicable warranty, repair, or replacement policy and will not be processed as ordinary returns under this policy.
18. European Union 14-Day Cooling-Off Period
If merchandise is shipped into the European Union, consumers may have the legal right to cancel or return the order within 14 days after receiving the merchandise without providing a reason.
Unless otherwise required by law, the merchandise should remain unused, undamaged, and in its original packaging whenever possible. Rights granted to European Union consumers by applicable law are not limited by any other provision of this policy.
9. Contact Us
For return requests or return-related questions, please contact either of the following:
- cathychen@elejoy.com
- hello@elejoy.com
Please include:
- Order number;
- Customer name;
- Reason for the return;
- Current condition of the product;
- Photos of the product and packaging when requested.