Return and Refund Policy

Last Updated: November 11, 2025

Our Return Policy

At Elite Retreats HQ, we want you to be completely satisfied with your purchase. We accept returns on eligible products within 30 days of delivery, subject to the conditions outlined below.

Eligibility for Returns

To be eligible for a return, products must meet the following criteria:

• Return request initiated within 30 days of delivery
• Product is unused and in original condition
• All original packaging, parts, and accessories are included
• Product has not been installed, assembled, or modified
• Product is not a custom-made or made-to-order item (see below)

How to Initiate a Return

To start a return, contact us within 30 days of delivery:

Email: support@eliteretreatshq.com
Phone: +1 9802202047

Customer Service Hours (EST):
Monday – Friday: 9:00 AM – 5:00 PM
Saturday: 12:00 PM – 4:00 PM

Email: support@eliteretreatshq.com
Phone: +1 9802202047

Customer Service Hours (EST):
Monday – Friday: 9:00 AM – 5:00 PM
Saturday: 12:00 PM – 4:00 PM
Sunday: Closed

(Typical response time is within 24 hours)

Please provide your order number and reason for return. Our team will review your request and provide return authorization and instructions if approved. You will be responsible for arranging and paying for all return shipping.

Return Shipping

Return shipping costs and logistics are the sole responsibility of the customer. You must arrange and pay for return shipping through a carrier of your choice. We recommend using a trackable shipping method and purchasing shipping insurance for high-value items, as we cannot guarantee receipt of returned items.

For large or heavy items requiring freight shipping, you are responsible for arranging pickup and transportation back to the manufacturer or designated return location.

A 25% restocking fee applies to all returns. See the Restocking Fee section below for details.

Restocking Fee

A 25% restocking fee applies to all approved returns. This fee covers inspection, processing, and return handling costs.

Inspection and Processing

Once we receive your return, we will inspect the product to ensure it meets return eligibility criteria. This process typically takes 5-7 business days. You will receive an email notification once your return has been inspected and approved.

Refunds

Refunds are processed within 30 days of approval. Refunds are issued to the original payment method used for purchase.

Refund calculation:

• Product purchase price minus 25% restocking fee

Exception: If the return is due to our error or a defective product, the full purchase price will be refunded with no restocking fee.

Damaged or Defective Products

IMPORTANT: Damaged or defective products must be reported within 7 days of delivery.

If you receive a damaged or defective product, you must contact us within 7 days of delivery with photos of the damage:

Email: support@eliteretreatshq.com
Phone: +1 9802202047

Customer Service Hours (EST):
Monday – Friday: 9:00 AM – 5:00 PM
Saturday: 12:00 PM – 4:00 PM
Sunday: Closed

(Typical response time is within 24 hours)

We will work with you to arrange a replacement or full refund.

Required: Please inspect your delivery upon arrival and note any damage on the delivery receipt. This helps us process damage claims more efficiently.

Order Cancellations

You may cancel your order before it ships by contacting us immediately:

Email: support@eliteretreatshq.com
Phone: +1 9802202047

Customer Service Hours (EST):
Monday – Friday: 9:00 AM – 5:00 PM
Saturday: 12:00 PM – 4:00 PM
Sunday: Closed

(Typical response time is within 24 hours)

Once an order has been confirmed and shipped, our standard return policy applies.

For custom-made or made-to-order products, cancellations may not be possible once production has begun. Please contact us as soon as possible if you need to cancel a custom order.

Exchanges

Exchanges are accepted within 30 days of delivery and are subject to the same terms as returns:

• 25% restocking fee applies
• You are responsible for return shipping costs
• Product must be unused and in original condition
• Custom-made and made-to-order products are NOT eligible for exchange

To initiate an exchange, contact us:

Email: support@eliteretreatshq.com
Phone: +1 9802202047

Customer Service Hours (EST):
Monday – Friday: 9:00 AM – 5:00 PM
Saturday: 12:00 PM – 4:00 PM
Sunday: Closed

(Typical response time is within 24 hours)

We will process your return and you can place a new order for the desired product.

For additional information, please see Terms and Conditions, or visit our FAQ page.