Refund policy

Returns & Refunds Policy

We do our best to provide you with easy returns.

Scope

All policies apply to items purchased only from our retail stores or our official online store: (https://www.elalaluggage.com and https://www.elalascooter.com).

We do not provide after-sale service if you purchased our product from any other third parties.

Refund Policy

3 - Day Return and Refund Period
- Refund requests must be made by emailing us within 3 days from the date of purchase.
When will I receive my Refund?
- Following a successful inspection of your return, we will process a refund to the credit card used to place the original order. Please allow 14 business days for the refund to appear in your account.
I haven't received my refund?
- If you haven't received a refund yet, please check your statement again, as incoming payments can be overlooked. If you cannot see the transaction, please contact your card issuer company, as it may take some time before your refund is officially posted. If you've done all of this and still have not received your refund, please contact us at support@elalaluggage.com

Return Policy

If you are not completely satisfied with your online purchase, you may return the unused merchandise with the original packaging within 3 days of the original shipped date.

Additional shipping costs may incur. Shipping and handling charges are not refundable unless the product arrived damaged or the incorrect product was shipped.

The refund amount will be reduced if your order was part of a promotion.

How to return damaged or incorrect items purchased online

Please review your item(s) upon delivery. If you receive a damaged, defective, or incorrect item, please contact our customer service team by email within the refund period.

1. E-mail (support@elalaluggage.com).

2. Follow the instructions to request a return authorization, entering your customer information to first locate the order, and then initiate the return process by choosing the appropriate return reason.

3. Print out the provided pre-paid return label and return authorization.

4. Please place the return authorization paperwork inside the return package. This will allow for faster refund processing.

Lost in Transit/ Item not Received

If your order tracking number shows that your package is “Lost in transit”:

- Please email us at (support@elalaluggage.com) as soon as possible so we can process a carrier claim.

If your order tracking number shows that your package was “Delivered” but you did not receive the package:

- Please ensure that you have taken the following steps before contacting customer service:

- Check the immediate area, including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed or picked up the package.

- Please also track your package online to see if any special instructions or updates are listed.

If you are still unable to locate your package, then please contact us via email our customer service team at (support@elalaluggage.com) within 7 days so we can do a driver inquiry with the carrier. Inquiries are not able to be made after this time.

Please Note: Driver inquiries and Carrier Claims are not guaranteed.

No Exchange Policy

We do not accept orders or items for exchange. If you need a different size, color, or product, please return your item(s) for a refund and place a new order at your convenience.