ELEGOAL POLICY

ELEGOAL Return & Refund Policy

Return eligibility, refund timelines, defect handling, and after-sales support

At ELEGOAL, we are committed to providing high-quality products and services to customers worldwide. We respect applicable consumer protection requirements and aim to protect your rights throughout the purchasing and after-sales process.

Return Eligibility

To qualify for a return, the returned item must meet the following conditions:

  • General Products: Items must be brand new, unused, and returned with all original packaging and accessories intact. The item must not show scratches, stains, damage, or other signs of use beyond reasonable inspection.
  • Power Banks: Our power banks are shipped with protective films on both sides. To remain eligible for return, the protective films must not be removed. Once the protective films are removed, the item will no longer qualify for return unless there is a verified quality issue.

14-Day No-Questions-Asked Return

You may return your order within 14 days of receiving it, without giving any reason. The return window is calculated based on the delivery date shown in the tracking record.

Returned products must remain unused and include all original accessories and packaging. If the product or packaging shows signs of use or damage beyond what is necessary for reasonable inspection, we may deduct a reasonable amount from the refund to reflect the loss in value. Any deduction will be based on the actual condition of the returned item and typically ranges from 5% to 30%.

  • ELEGOAL will cover the return shipping cost.
  • No restocking fee or hidden charge will apply.
  • We recommend keeping the original packaging for a smoother return process.

Returns from Day 15 to Day 30

You may still return a product within 30 days of delivery. However, if the return request is submitted after the first 14 days, the following conditions apply:

  • The item must still satisfy all return eligibility conditions listed above.
  • Return shipping costs are the responsibility of the customer.
  • No restocking fee or hidden charge will be applied.

How to Return a Product

  1. Submit a Return Request
    Contact our customer service team through the live chat on our official website or email us at loen@elegoal.com to initiate your return request.
  2. Receive Return Instructions
    Because we operate multiple warehouses globally, our team will provide the most suitable return address based on your location.
    Do not return any item without contacting our team first. Unauthorized returns may cause shipping disputes, extra costs, or parcel loss.
  3. Ship the Item
    Before returning the item, take clear photos of the product, packaging, and accessories to document the condition. Please provide a valid tracking number and shipping receipt within 3 days after dispatching the return parcel.

Returns Due to Product Defects or Quality Issues

If the product you received has a verified quality problem or visible defect, contact our customer support team as soon as possible. After we confirm the issue, we will either provide a full refund or arrange a free replacement, depending on the situation and your preference where applicable.

  • ELEGOAL will cover all related shipping costs.
  • To help us verify the issue, please provide a clear video or photo evidence showing the defect.

Refund Timeline

Once we receive the returned package and confirm that the product, packaging, and accessories meet the applicable return conditions:

  • We will process your refund within 2 business days.
  • Damage occurring during return transit will be handled by ELEGOAL where the return was approved under our instructions.
  • Refunds will be sent to the original payment method, such as credit card or PayPal.
  • Depending on the payment provider, it may take approximately 1-8 business days for the refunded amount to appear.
  • Return shipping reimbursement, where applicable, may be issued through PayPal or another suitable method.

Applicable Consumer Protection

This policy is intended to be applied in a manner consistent with applicable consumer protection requirements in relevant sales regions. Depending on your location, additional mandatory rights may apply under local law.

Important: If any part of this policy conflicts with mandatory consumer protection laws in your jurisdiction, the applicable local law will prevail to the extent required.

Last updated: March 2026