Refund & Return Policy
We want you and your pet to be satisfied with every purchase. If something is not right, we will make it right. This page explains our return process, eligibility, and timelines.
Return Window
You may return most items within 30 days of delivery for a full refund of the purchase price. The return window begins on the date the carrier marks your package as delivered.
Eligible Items
- Items in their original packaging, unused and in resalable condition
- Items with a manufacturing defect, regardless of use
- Items that do not match the product description on our website
Non-Returnable Items
- Items used or worn beyond reasonable inspection
- Pet food, treats, or supplements that have been opened
- Personalized or custom-engraved items (unless defective)
- Items returned after the 30-day window without prior approval
How to Start a Return
- Email support@elystrabands.store with your order number and the reason for the return
- We will respond within one business day with return instructions and, if applicable, a prepaid return label
- Pack the item securely in its original packaging
- Ship the item using the provided label or your preferred carrier
Refund Processing
| Step | Timeline |
|---|---|
| Return received and inspected | 1–3 business days after delivery |
| Refund issued | Within 2 business days of inspection |
| Refund appears on your statement | 5–10 business days (depends on your bank) |
Refund Method
Refunds are issued to the original payment method used at checkout. We do not issue refunds by check, cash, or store credit unless the original payment method is unavailable.
Exchanges
We do not process direct exchanges. To get a different item, return the original for a refund and place a new order.
Defective or Damaged Items
If you receive an item that is defective or was damaged during shipping, contact us immediately at support@elystrabands.store. Include your order number and a photo of the damage. We will ship a replacement at no cost and arrange return of the damaged item if needed — you will not pay return shipping for defective or damaged products.
Cancellations
You may cancel an order at no charge if it has not yet shipped. Email us with your order number as soon as possible. Once an order has shipped, it cannot be cancelled and must go through the return process.