Refund and Returns Policy

1. Eligibility for Returns

You may return products within 14 days of delivery for a refund or exchange, subject to the following conditions:

• The product must be unused, in its original condition, and include all original packaging, manuals, and accessories.
• You must provide proof of purchase (e.g., order number or invoice).
• Custom-ordered or special-order items (e.g., bespoke elevator control panels) are non-returnable unless defective.

Note: Products purchased through third-party retailers must be returned according to their respective policies.

2. Defective or Damaged Products

If you receive a defective or damaged product, please notify us within 48 hours of delivery via email at support@relyelevator.com, including:

• Your order number.
• Photos of the damaged or defective item and packaging.
• A brief description of the issue.

We will arrange a replacement or full refund, upon verification. Defective products are covered under our 12-month warranty for manufacturing defects.

3. Return Process

To initiate a return, follow these steps:

• Contact our support team within 14 days of delivery.
• Provide your order number and reason for return.
• We will issue a Return Merchandise Authorization (RMA) number and provide return shipping instructions.
• Securely package the product with the RMA number clearly marked on the package.

Note: Returns without an RMA number may be refused. Customers are responsible for return shipping costs unless the product is defective or incorrectly shipped.

4. Refunds

Once we receive and inspect the returned product, we will notify you via email of the approval or rejection of your refund. If approved:

• Refunds will be processed to the original payment method within 7-10 business days.
• Shipping costs are non-refundable unless the return is due to our error or a defective product.
• For orders outside China, additional customs duties or taxes are not refundable.

5. Exchanges

We offer exchanges for identical or similar products, subject to availability. To request an exchange:

• Contact us within 14 days of delivery.
• Follow the return process outlined in Section 3.
• We will ship the replacement product once the original item is received and inspected.

Customers are responsible for shipping costs for exchanges unless the product is defective.

6. Non-Returnable Items

The following items are non-returnable:

• Custom-ordered or specially manufactured products.
• Products damaged due to misuse, improper installation, or neglect.
• Products without original packaging or missing components.
• Sale or clearance items (unless defective).

7. International Returns

For international orders, customers are responsible for return shipping costs and any applicable customs duties or taxes. We recommend using a tracked and insured shipping service, as RelyElevator is not liable for lost or damaged return shipments.

8. Contact Us

For questions or to initiate a return, please contact our Customer Support Team:

• Contact Form: https://www.relyelevator.com/contact