We offer a 60-day free trial for all EliteXcel products. Return requests must be initiated within 60 days of receiving your order. To initiate a return, please click here or reach out to our customer support team at support@elite-xcel.com. Returns must be shipped back and in transit to our warehouse within 14 days of the return request confirmation in order to process a refund. 

Note: If you have already requested your return within the 60-day free trial, and are just waiting for a response, you are covered.

For eligible returns, a pre-paid return shipping label will be provided for U.S. orders only, and for return shipping from a U.S. location only. If you have sent your return using a different carrier/different shipping label than the label provided, please provide the tracking information. Shipping costs associated with using a different carrier or a different return label are non-refundable.

In order to receive a full refund, returns must include the product, all original packaging, instructions, and accessories. All items must be returned and in good, working condition with normal wear and tear.

Returns will be fully inspected upon receipt to ensure good working condition of all components. If any of the components are missing, dirty or damaged, the cost of the affected component will be deducted from your refund.

Please allow up to 10 business days for processing after your return is received. We can only process returns for products sold on elite-xcel.com. Refunds post to your original payment method and may take up to 7-10 business days to appear. All shipping fees and order protection fees are not refundable (most orders qualify for free shipping).

Items marked as final sale are not eligible for returns or refunds.  

Customers who purchase a EliteXcel device from an authorized retailer or reseller, rather than directly from EliteXcel, should contact that authorized retailer or reseller, not EliteXcel, with questions about returns. 

For international orders: Those with unpaid customs fees are not eligible for return. Additionally, we cannot provide free return labels for international clients. International return shipping fees are not covered by EliteXcel.

Warranty

All EliteXcel purchases direct from elite-xcel.com or an authorized 3rd party retailer are covered by a 2-year limited warranty.

Reach out to our support team if you need to initiate a warranty claim. Proof of purchase must be provided in order to process a warranty claim. 

Delivered, Not Received

Orders that are marked as delivered by the carrier, but not received are not refundable. We will only issue a replacement. In order to prevent your package from being lost, we will require a different secure U.S. shipping address with a signature required.

Damaged in Transit/Missing Items

Orders that are damaged in transit with components that are missing are replaceable under the following conditions:

• Photos of the torn, damaged shipping package are provided
• Photos of the shipping label are provided
• Photos of the remaining items received are provided