Return Policy
Returns & Exchanges
Last Updated: October 8, 2026
At Elnoviam, we want every purchase to feel right for your kitchen. If something does not meet your expectations, you may request a return or exchange in accordance with the policy below.
Return Request Period
Return or exchange requests must be submitted within 30 days from the date your order is delivered.
Requests submitted after the 30-day period may not be eligible for return or exchange.
Return Conditions
To qualify for a standard return, the item should:
- Be unused and clean
- Remain in good, resellable condition
- Include all original parts, accessories, and components
- Be returned with original packaging whenever reasonably possible
- Be accompanied by valid proof of purchase or order information
Products showing clear signs of use, damage caused after delivery, improper handling, or missing components may not qualify for a full refund.
Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
If You Changed Your Mind
If the return is requested because of personal preference, such as:
- You no longer want the item
- The wrong size, style, or option was ordered
- You purchased the product by mistake
- The product is no longer needed
the cost of returning the item will normally be your responsibility.
If There Is a Product or Fulfillment Issue
If you receive:
- A damaged product
- A defective item
- An incorrect product
- An item that materially differs from your order
please contact us with photos or videos showing the issue.
Once verified, we will provide the appropriate solution, which may include return shipping assistance, replacement, exchange, or refund.
How to Request a Return
To begin a return, email:
Please include:
- Your order number
- The email address used for your purchase
- The item you wish to return
- Your reason for requesting the return
- Relevant photos or videos, if applicable
Our team will review your request and send return instructions if the return is approved.
Please do not send products back to the company address listed on our website unless our customer service team specifically confirms that address for your return.
Where available, we recommend using a tracked shipping service and keeping your shipping receipt until the return has been completed.
Refund Processing
Once the returned item arrives and has been inspected, we will notify you of the outcome.
Approved refunds will normally be processed within 7 business days after the returned item is received and reviewed.
Refunds are generally issued to the original payment method used for the order.
Your bank, card provider, PayPal, or payment service may require additional time before the refund appears in your account.
Original Shipping Charges
Original shipping charges are generally non-refundable when a return is made for personal reasons.
If the return results from an incorrect, damaged, or defective product supplied by us, eligible shipping-related costs may be handled as part of the resolution.
Product Condition and Reduced Refunds
Returned products must be in suitable condition for inspection and resale.
If an item is returned with missing packaging, missing accessories, signs of use, staining, damage, or other changes that reduce its value, we may reduce the refund amount where permitted.
Any reduction will be based on the actual condition of the returned item.
Exchanges
If you would prefer a different product, size, option, or style, please contact our support team.
Depending on stock availability and order status, we may:
- Arrange an exchange, or
- Ask you to return the original item and place a new order
Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible.
For the best chance of making a change, please contact us within 2 hours after placing the order.
We will make reasonable efforts to assist, but changes or cancellations cannot be guaranteed once an order has entered processing, packing, fulfillment, or shipment.
After an order has been dispatched, it can no longer be cancelled through the normal order process.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you discover a damaged, defective, or incorrect item, contact:
Include your order number and clear photos or videos showing the problem.
Our team will review the information and provide an appropriate solution.
Packages That Have Not Arrived
If tracking shows that your package is still in transit or has not been delivered, we recommend contacting the shipping carrier first for the latest delivery information.
If the carrier cannot resolve the issue, contact our support team and we will assist where reasonably possible.
Tracking Shows Delivered, but Package Is Missing
If tracking indicates delivery but you cannot locate the parcel, please first:
- Check around entrances, porches, mail areas, or other delivery locations
- Ask household members whether they accepted the package
- Check with nearby neighbors where appropriate
- Contact the carrier for proof of delivery or additional delivery details
If the parcel still cannot be located, please contact us with your order number and tracking information.
Contact Us
Brand: Elnoviam
Company: Shenzhen Pushanze Technology Co., Ltd.
Email: service@elnoviam.com
Phone: 0755-25622735
Customer Service Hours:
Monday to Friday
9:00 AM – 6:00 PM
China Standard Time (UTC+8)