Elitekeepers is characterized by going beyond the basic guarantee law and offering users maximum simplicity and fluidity in case they need a return.
The return period is 30 days from receiving the order. You cannot exchange or return accessories type items such as: sprays, creams, insoles and socks..
The products will be returned in the same condition in which you received them (unused, unwashed, with the interior and exterior labels still attached, without repairs, together with their complete original packaging and together with any accessories related to them) and with the corresponding purchase receipt.
Elitekeepers reserves the right to refuse returns after the deadline or if the products are not in the same condition as when they were sent, or if they do not meet our return conditions.
The refund will be withheld until the goods are received or until you provide proof that you have returned them. The customer will be responsible for proving that the items have been returned. If your return does not comply with the stipulated terms, you will not be entitled to receive any refund and we will send you the products with postage due.
To return or exchange items in the store, you can show the invoice sent in the order confirmation on your mobile device. If you wish, you can also access and print the invoice that appears in your CUSTOMER ACCOUNT - MY ORDERS AND RETURNS - DETAILS.
If you have any questions, you can contact us at: contacto@elitekeepers.com from Monday to Friday from 09:00 to 15:00 or 16:00 to 18:00. (Except national holidays)
To make the return you have two options:
- Return to a Post Office: We recommend delivering to official Post offices, not to external collection points. You can request the return from your customer account in "my orders and returns", clicking on "details" on the order you want to return.
- Return from home: You can send, taking charge of the shipping costs, to our headquarters at Calle Albert Einstein nº15 (Elitekeepers) 11500 El Puerto de Sta María (Cádiz). If you prefer, we can manage the collection of your order at home ourselves. This service has an additional cost of €5 in the Peninsula and the Balearic Islands, which we will deduct from your refund. For international orders, shipping will be the responsibility of the customer. To select this option you must contact us through: contacto@elitekeepers.com and indicate the order reference and the item(s) to be returned.
Refund process
Refunds will be made using the same payment method used to process the order within a maximum of 15 days from when we receive the product in warehouse, depending on your bank and the payment method used.
In the case of payment by bank card, the refund will be credited to the same card. At the time of making the refund.
If the recipient of the products is different from the person who made the payment, the refund will be made to the person who made the payment.
If your refund amount is incorrect, please contact our Customer Service department and we will resolve the issue as soon as possible.
Remember that Elitekeepers reserves the right to reject returns communicated or sent after the established deadline and those that contain items that are not in the same condition as when they were received.