Cancellation
1. Canceling an Order Before Shipment: If you wish to cancel your order within 24 hours of payment, please get in touch with us via email at us.service@ellegnt.com and provide your order details, such as order number, recipient name, and other relevant information to ensure timely cancellation. We can stop the shipment and arrange a full refund.
2. Canceling an Order After Shipment: If you wish to cancel your order after it has been shipped, we will need to contact the shipping company to attempt a package recall. You will be charged the applicable recall fee. Please note that recalls are not always successful, so you will need to closely monitor the tracking information and refuse delivery of the package if necessary. If the package is successfully recalled and returned to our warehouse, your refund will be processed within 2-3 business days.
Important Note: Changes or cancellations to an order cannot be guaranteed until you receive confirmation from our customer service team.
Refusing Delivery of a Package
If you refuse to accept the package for any reason without Ellegnt's consent, you will be charged penalties, including but not limited to additional shipping costs and handling fees. Therefore, if you wish to cancel your order due to damaged or defective items, please take relevant photos and send them to us so that we can assist you in resolving the issue.
Faulty or Damaged Products
Upon receiving your order, please carefully inspect the products you purchased. If you find any missing parts, faults, damages, or receive the wrong item, please notify us immediately. If there is an issue with the product, we recommend contacting our customer service team within 48 hours of receiving the item. For instance, if the sofa armrest is damaged, the outdoor unit of the air conditioner is dented, or the furniture is damaged before being opened, please take photos or record a short video explaining the problem. Providing photos of the product, packaging, and external labels will greatly speed up our resolution process.
We recommend reporting all product issues within 30 days of receiving the item, accompanied by the above-mentioned photos. If an after-sales inquiry is raised after 30 days, resolving the issue may be more challenging due to the passage of time.
Please note: We will not cover the costs of repairs if unauthorized contractors are hired for repairs.
Return Policy
We hope that every product becomes the perfect addition to your home. If you find that an item doesn't meet your home decor needs, you can request a return or exchange within 30 days of delivery. To ensure a smooth process for your refund or exchange, please make sure your return meets the following criteria:
The product you are returning must be:
*In brand new condition
*Not installed or assembled
*Unused
*With original tags and packaging
*Including all accessories from the original shipment
Items that Cannot be Returned or Exchanged:
*Sale items
*Customized items
*Offline purchases (items or parts not listed on our website)
*Products marked as "Non-returnable" on the product page
*Bundled discounts (unless the entire set is returned)
*Assembled or disassembled products
*Any item beyond 30 days from the delivery date
If the item is damaged or defective, the above exclusions do not apply. In such cases, please take relevant photos and send them to us so we can assist in resolving the issue.
Please Note: Returned items must remain in brand new, unused condition, and must be returned in their original packaging. If you no longer have the original packaging, a repackaging fee of $45 will be charged per item.
Items must be returned using the return label provided by Ellegnt, and the following conditions apply:
*For defective products or those that do not match the description, the return shipping costs will be covered by Ellegnt. Please be sure to take photos or record a video explaining the issue, and Ellegnt will provide a prepaid return label based on the circumstances.
*For other return cases (such as buyer's remorse, order shipped before cancellation, wrong color/size/type ordered, etc.), the return shipping costs will be the customer's responsibility.
Returned Item
We recognize that sometimes an item may not meet your needs or simply does not fit with your décor. In the event that you are not satisfied with your purchase, simply return it within 30 days from the date of purchase. Please keep in mind that all returns must be unused, unwashed, and undamaged and all packaging, labels, and tags must remain intact and be attached with the item. Otherwise, the item may not be eligible for return.
To initiate a return for an exchange or refund, please contact us.service@ellegnt.com
If you want to return it by yourself, please email us at us.service@ellegnt.com along with the return tracking number(s).
Please send all returns to:
11250 Poplar Avenue,
Fontana, California 92337
213-401-2666 / 844-242-1885
We do not refund or return original shipping charges. You are responsible for paying for your own shipping costs for returning any item to Ellegnt. In the event that you are unable to ship the item out, we will process a return shipping label. Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your original method of payment(No additional return handling fee). Please note that all refunds are processed within 3-7 business days.
Defective Item
If you believe you have received a defective or faulty product, please contact us within 3 business days and provide the outer package's and product's defective pictures to confirm, at us.service@ellegnt.com before returning the item. We are committed to resolving the issue as quickly as possible and will assist with troubleshooting, repairing, or replacing the item. Please do not attempt to fix or modify the item yourself, as this may void any applicable warranty or return policy.
Received the Wrong Item
While we follow careful order-picking procedures to ensure accuracy, there may be instances where you receive the wrong item. If this happens, you can choose to keep the incorrect item with a partial refund or request the correct item. If you decide to request the correct item, we may offer you a free return shipping label. Please get in touch with us at us.service@ellegnt.com and provide your order details, and we will assist you with the next steps. Upon receiving the returned item, we will send you the correct item or issue a refund, as requested.
Item Damaged During Transit
If you receive an item damaged during shipping, please reject the delivery immediately and contact us at us.service@ellegnt.com We will work with the shipping company to expedite a replacement order. Alternatively, you can request a refund after we've submitted a damage claim with the shipping company and received confirmation. Please provide us with images and videos of the damaged product and package box, as we may need them for the claim process.
Missing or Lost Item
If you suspect your package is missing or lost, please get in touch with our customer service team at us.service@ellegnt.com with your order number and tracking number. We will initiate a lost package claim to help recover your missing or lost package. Please note that the process may take up to 7 days to receive a formal confirmation from the shipping company.
