Refund and Return Policy

Effective Date: September 21, 2025

SCOPE AND INTENT

This Return and Refund Policy applies to all purchases made through the Elite Recovery Supply website located at www.eliterecoverysupply.com ("Website").

CONTACT INFORMATION

For questions about returns and refunds, please contact our Customer Service team:

Email: support@eliterecoverysupply.com

Call/Text: 475-241-7995

Hours: Monday–Friday, 9am - 5pm, EST

 

REFUND ELIGIBILITY

Customers in the contiguous United States have the right to cancel their purchase and return the product within 30 days of receipt without providing any reason, subject to the conditions outlined below.

Conditions for Return:

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required.

 

RETURN PROCESS

Initiating a Return:

To initiate a return:

  1. Contact Customer Service:
  • Email us at support@eliterecoverysupply.com or call 475-241-7995 within 30 days of receiving your order.
  • Provide your order number and a detailed reason for the return.
  1. Return Authorization:
  • After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

PREPARING YOUR RETURN

  1. Package the Item Safely:
  • Securely pack the item in its original packaging.
  • Ensure all accessories, manuals, and free gifts are included.
  1. Include Documentation:
  • Include the return authorization form and any necessary supporting documents or images.
  1. Attach Shipping Label:
  • Download and print the return shipping label provided in our email.
  • Affix the label to the outside of the package.

SHIPPING THE RETURN

  1. Shipping Method:
  • Use a courier service that handles oversized items and can track the return shipment.
  • Example: Steamboat Shipping
  1. Shipping the Return:
  • Ship the package within 7 days of receiving the return authorization.
  • Use a trackable shipping method to ensure your package arrives safely.
  1. Return Window:
  • Ship the item within 7 days after receiving the return authorization.

 

SHIPPING COSTS

Shipping costs are the Customer’s Responsibility:

  • All return shipping costs are the responsibility of the customer

 

SPECIFIC RETURN AND REFUND CONDITIONS 

Returns Due to Change of Mind

Eligibility:

  • Items must be unused, undamaged, and in original packaging.
  • Return request must be made within 30 days of receipt.

Refund:

  • A refund will be issued to the original payment method.

DEFECTIVE OR DAMAGED GOODS 

Notification:

  • Contact us within 48 hours of receiving the item.

Documentation:

  • Provide photos or videos of the defect or damage.

Resolution:

  • We will offer either on site service, a replacement, or a full refund.

INCORRECT PRODUCT RECEIVED 

Notification:

  • Inform us immediately upon receipt.

Resolution:

  • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

PRODUCT NEVER ARRIVED

Notification:

  • Contact us if your product does not arrive within the estimated delivery time.

Resolution:

  • We will initiate an investigation with the carrier.
  • If the product is confirmed lost, we will offer a full refund or send a replacement product.

ORDER CANCELLATION

Before Shipment:

  • You can cancel your order for a full refund if it has not yet been shipped.

After Shipment:

  • If the order has already been shipped, please follow the return procedure after receiving the product.

EXCEPTIONS TO THE RETURN POLICY

The following items are non-returnable and non-refundable:

  • Custom or Personalized Products:
  • Items made to your specifications or clearly personalized.
  • Liberty Spa and Canadian Timber products

 

REFUNDS

Refund Conditions

Approval:

  • Refunds are issued after we receive and inspect the returned item.

Notification:

  • We will notify you via email regarding the approval or rejection of your refund.

Condition:

  • Items must meet the return eligibility criteria outlined in Return and Refund Conditions section.

Refund Processing

Method:

  • Refunds will be processed to the original payment method used at the time of purchase.

Time Frame:

  • It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.

Partial Refunds

Partial refunds may be granted in certain situations:

Condition Issues:

  • Items not in original condition, damaged, or missing parts for reasons not due to our error.

 

EXCHANGES

Eligibility:

  • We replace items if they are defective, damaged, or incorrect.

Process:

Shipping Costs:

  • For defective or incorrect items, we cover the shipping costs.
  • For exchanges due to change of mind, customers are responsible for shipping costs.

 

TIMELINES

Return Window:

  • Returns must be reported and shipped within 30 days of receiving the product.

Return Processing:

  • After receiving and inspecting the returned item, we will process the refund within 5 days.

Refund Period:

  • It may take up to 14 days for the refund to appear in your account after approval.

 

LEGAL RIGHTS

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

 

QUESTIONS AND SUPPORT

For more information, please:

  • Visit our FAQ Page
  • Contact our Customer Service team:
  • Email: support@eliterecoverysupply.com
  • Call/Text: +1 (475)241-7995

 

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

 

Elite Recovery Supply
Email: support@eliterecoverysupply.com
Call/Text: 475-241-7995

www.eliterecoverysupply.com