Refund policy

At EliteTrix, customer satisfaction is important to us. Please review our refund policy carefully:

We have a 45-day return policy, which means you have 45 days after order to request a return. The product must be in original, unused condition and include all original packaging.

How to Start a Return

1. To start a return, please contact us at support@elitetrix.com.

2. Returns must be sent to our warehouses located in California, US, or Henan, China. Please note that we are unable to provide a return shipping label. 

3. If your return is accepted, we will process your refund for eligible items and provide instructions on how and where to send your package.

4. Refunds can only be processed to the Original Method of Payment.

Please ensure that you request a return in advance and follow the instructions provided. Products returned without approval or that do not meet our return criteria will be refused.

 

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items 
Certain types of items cannot be returned:

Custom Products: Since custom products are personalized, all custom items (including but not limited to controller customization and personalized accessories) are non-refundable and non-exchangeable.

Services: All service-related fees (including but not limited to personalization services, TikTok reviews, repair and upgrade services, and shipping fees) are non-refundable.

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@elitetrix.com.