Refund policy

Refund & Return Policy

At Elsopia, we want you to love your purchase. If you're not completely satisfied, we're here to help.

Return Eligibility

30-Day Money-Back Guarantee

Try Aura risk-free for 30 days. If you're not completely satisfied, return it for a full refund.

Eligible returns: ✓ Returned within 30 days of delivery

  • In good, working condition (light wear from testing is fine)
  • Includes all original accessories and packaging
  • Proof of purchase provided

Non-returnable items:

  • Final sale items (marked as such at checkout)
  • Gift cards
  • Items damaged due to misuse or normal wear

How to Initiate a Return

  1. Contact us at help@elsopia.com within 30 days of delivery
  2. Include your order number and reason for return
  3. We will provide you with return instructions and our return address
  4. Package your item securely and ship it back to us

Important: Please do not send returns back to the manufacturer or to any address not provided by our team.

Refund Process

Once we receive your return:

  1. We will inspect the item within 2-3 business days
  2. You'll receive an email confirmation once your return is received and inspected
  3. We'll notify you whether your refund has been approved or denied
  4. If approved, your refund will be processed within 5-7 business days to your original payment method

Refund timing:

  • Credit/debit cards: 5-10 business days (depending on your bank)
  • PayPal: 3-5 business days
  • Shop Pay/other payment methods: 5-7 business days

If you haven't received your refund:

  1. Check your bank account or credit card statement
  2. Contact your bank or credit card company (processing can take additional time)
  3. If you've completed these steps and still haven't received your refund after 14 business days, contact us at help@elsopia.com

Return Shipping Costs

  • Customer responsibility: You are responsible for return shipping costs unless the item arrived defective, damaged, or we sent you the wrong item
  • Non-refundable shipping: Original shipping fees are non-refundable
  • Deduction from refund: Return shipping costs will be deducted from your refund amount
  • No prepaid labels: We do not provide prepaid return shipping labels. You must arrange and pay for return shipping

Recommendations:

  • For items valued over $75, we strongly recommend using a trackable shipping service
  • Consider purchasing shipping insurance for high-value returns
  • Keep your tracking number until your refund is processed
  • We cannot be held responsible for items lost or damaged during return shipping

Exchanges

We currently do not offer direct exchanges. If you need a different size, color, or product:

  1. Return your original item for a refund
  2. Place a new order for the item you want

This ensures you receive your new item as quickly as possible.

Defective or Damaged Items

If you receive a defective or damaged item:

  • Contact us within 7 days of delivery at help@elsopia.com
  • Include photos of the defect or damage
  • We will provide a prepaid return label at no cost to you
  • You will receive a full refund or replacement (your choice)

Wrong Item Received

If we sent you the wrong item:

  • Contact us immediately at help@elsopia.com
  • We will provide a prepaid return label
  • Once we receive the incorrect item, we'll send you the correct item or issue a full refund

Cancellations

Orders can be cancelled within 2 hours of placement. After this window, your order may have already been processed for shipment and cannot be cancelled. Contact us immediately at help@elsopia.com if you need to cancel.

Late or Missing Refunds

If your return was approved but you haven't received your refund:

  1. Allow up to 14 business days from approval date
  2. Check with your bank (some banks require additional processing time)
  3. Contact your credit card company
  4. If the issue persists, email us at help@elsopia.com with your order number

Shipping Time Considerations

Depending on your location within the United States, it may take 5-10 business days for your return to reach us. Factor in this shipping time plus our processing time when expecting your refund.

Contact Us

Questions about returns or refunds? We're here to help!

Email: help@elsopia.com
Response time: Within 24-48 hours (Monday-Friday)

Last updated: January 2026