Our product exchange policy aims to provide customers with complete confidence regarding the items purchased from our store.
All our products are covered by a warranty against manufacturing defects.
We also accept exchanges for products that differ from the one ordered by the customer.
If you receive an item with a manufacturing defect or different from what you ordered, please follow the steps below to request an exchange:
If more than 7 business days have passed and the product presents a defect or fault, please contact us, providing your order number, the product to be returned, and a description of the issue.
Once we receive your email, we will forward your request to our quality control department for verification. Authorisation from this department is required before an exchange can be processed.
After the analysis, we will contact you with the result and inform you if a replacement is necessary.
The deadline to request an exchange for this reason is 90 days after receiving the product.
⚠️ Please note: We will not process exchanges or refunds after this period.
Your request will be reviewed within a maximum of 7 business days, and if the issue is confirmed, we will contact you via email. You may then choose one of the following options:
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Receive a refund of the amount paid.
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Receive a new product identical to the one ordered.
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Receive a different product of similar value.
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Receive a voucher for the same amount to use on future purchases.
In accordance with the Consumer Defence Code (CDC), requests to cancel online purchases must be made within 7 calendar/business days from the date of receipt.
For credit card refunds, our finance department has up to 7 business days to process the request with the credit card company. The refund will appear on your statement within up to 120 days, depending on the card issuer and your billing cycle.
If a bank transfer refund is required, it will be processed within a maximum of 10 business days after the quality analysis is completed.
Products returned without prior communication, outside the allowed period, without tags, invoice, or with missing items, will be sent back to the customer.
The same applies to exchanges denied after quality inspection – these items will be returned via paid delivery (Cash on Delivery - Sedex), and the shipping costs will be the customer’s responsibility.
⚠️ Please note: EliteEdgeShop is not responsible for shipping costs related to returns followed by refunds, chargebacks, or exchanges for other products. These costs are the customer’s responsibility.