At elroja.shop, we are committed to providing high-quality equipment for equestrian enthusiasts. To ensure the safety of you and your horse, we have established the following return and exchange policy. Please read it carefully before placing your order.
- One-Time Sales
Most items on this website are for one-time sales.
Once an order is confirmed and payment is successful, it generally cannot be cancelled or returned unless there is a quality issue or damage during shipping.
- Return and Exchange Circumstances
We only accept returns and exchanges in the following situations:
Product quality issues: such as manufacturing defects, material damage, or malfunction.
Shipping damage or shortage: Items are damaged or partially missing during shipping.
Note: Please check the packaging and goods upon receipt. If you find any problems, please contact customer service within 48 hours and provide photos or relevant proof.
- Return and Exchange Process
Contact customer service, providing your order number, a description of the problem, and photos.
After confirmation, customer service will provide instructions on how to return or exchange the item.
After the product is returned and the issue is confirmed, we will process your request as follows:
Exchange: Replace with the same product (depending on stock availability);
Refund: Refund of the order amount (excluding shipping costs, special circumstances will be explained separately).
Refunds are usually processed within 5-7 business days after confirmation, and the specific arrival time depends on the payment method.
- Non-Returnable/Non-Returnable Items
The following situations are not eligible for returns/exchanges:
Returns requested for personal reasons;
Used or damaged items;
Shipping damage not reported within 48 hours. - Contact Us
If you have any questions about returns/exchanges, please contact us as follows:
Address:
2722 VINEYARD ST, IMPERIAL, CA 92251
Email:
estrella@elroja.shop
support@elroja.shop
Phone:
(442) 732-2106