Any claims for missed item/damaged/defective items must be submitted within 3 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 3 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you or your customers notice an issue on the products or anything else on the order, please e-mail sales@elongamusements.com
Replacement& Refunds (if applicable)
We only accept to exchange or refund, if:
- Wrong item(s) received.
- The item is damaged or defective.
Contact us at sales@elongamusements.com for refund or replacement request.
Damaged Product
ElongAmusements.com use heavy duty boxes that is going to product the products but sometimes some of shipping companies are not as gentle as we are, when they move products around. If the Goods arrive to the Buyer in a damaged state, the Buyer is required to notify the delivery agent and the Seller within 48 hours in writing inclusive of photography or a video evidence of the damage to the Goods and associated packaging to verify. Failure to comply with this request and timeframe will void the Seller obligations.
Cancellation
- Cancellation of an order is possible as long as the order hasn't been produced yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order.
- If the order has already been shipped, cancellation is not possible.
Contact us at sales@elongamusements.com for cancellation request.
Missing Item
This is a rare and an unfortunate case, we will surely need some calm and patience during this process, because we are here on your side as your agent not against you, We will do our best to find an answer. Soonest such thing happened, you must report the missing in detail with description and pictures of proof to our offices. We will investigate it for you and locate it where it is at first, If we were not able to locate then we will have two options
- If products shipped complete and something happened during the customs or shipping then it means Because; there is no power over customs or shipping companies, We clearly can't be accountable! The loss must be covered by your insurance or shipping company's insurance.
- But if something happened during fulfillment and we verified that by checking weights and documents then we will gladly either refund you or resend you the missing items or packages.
Why does my item look different from the picture?
Full refund can be applied on wrong design; Due to the different color patterns of pictures and different displays equipment, color difference is inevitable; To get less color difference, appreciated we can have your color pantone number. 2-7% color difference should be accepted.
Do I need to pay the shipping cost for return?
Full refund can be applied on wrong design/product, that means you do not need to pay the shipping cost; If the product is custom design, and produced correctly, but customer want to return, in this case, we are not accept and refund / return. If product is our normal design without custom logo, buyer should pay for the shipping cost for returning. Please contact us for return address and exact shipping cost by email.
How long will I get my refund?
If refund is applicable, we will provide refund proof by email. Normally it takes 3-15days then you will get your money back to account.
Please contact sales@elongamusements.com if you have any question about refund / return issue.
