To reduce the environmental impact, we will send you your purchase receipt only in electronic format instead of the usual paper one.
Return process
The return period is 30 days from receipt of the order. You cannot exchange or return accessory items such as: sprays, creams, insoles or socks.
The products will be returned with the corresponding purchase receipt and in the same condition in which you received them (unused, unwashed, with the inside and outside labels still attached, without repairs, together with their complete original packaging and together with any related accessories).
Elitekeepers reserves the right to refuse late returns if the products are not in the same condition as when they were shipped, 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 the goods. The customer will be responsible for proving that the goods have been returned. If your return does not comply with the stipulated terms, you will not be entitled to any refund and we will send the goods to you freight collect.
To make returns or exchanges of items in store, you must show on your mobile device the invoice sent in the order confirmation. If you wish, you can also print the invoice that appears in your CUSTOMER ACCOUNT - MY ORDERS AND RETURNS - DETAILS.
Si If you have any questions, please contact us at contacto@elitekeepers.com , We will answer you from Monday to Friday from 09:00/15:00-16:00-18:00.
Returns
You have three options to make the return:
Return at a post office: Free of charge (Recommended option). You can request the return at a post office for free and automatically by clicking here (we recommend to deliver at official post offices, not at external collection points).
Return from home: You can send the product to our headquarters at 12 Albert Einstein Street (Elitekeepers) 11500 El Puerto de Sta María (Cádiz). Please note that the shipping costs will be at your expense. If you prefer, we can arrange the collection of your order at home. This service has an additional cost of 5€ in Peninsula and Balearic Islands, which we will deduct from your refund. To select this option, you must contact us at contacto@elitekeepers.com and indicate the order reference and the item(s) to be returned.
Return of defective products
If in exceptional circumstances you have received a defective or faulty item, the quickest solution is to go to one of our stores. Once there, an employee will check the condition of the item. In case you confirm the defect and the store has the item in stock, we will exchange or return the item according to your preference.
If you do not have a store near you, we suggest that you contact our Customer Service Department at contacto@elitekeepers.com providing the order data and a photograph showing the damage.
We will carefully examine the product and will inform you by e-mail or telephone within a reasonable period of time whether to return or replace the product (if applicable). The return or replacement of the item will be made as soon as possible and, in any case, within 15 days from the date on which we send you an e-mail confirming the return or replacement of the non-conforming item.
The amounts paid for those products that are returned because of any defect or defect, when it actually exists, will be refunded in full, including shipping costs incurred to deliver the item. The refund will be made in the same payment method used for the purchase.
The rights recognized by the legislation in force remain unaffected.
Reimbursement process
Refunds will be made using the same payment method used to process the order within a maximum of 15 days after we receive the product in stock, depending on your bank and the payment method used.
In the case of payment by credit card, the refund will be credited to the same card. At the time of reimbursement, if you no longer have the card with which you paid, we suggest that you contact our Customer Service department.
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 problem as soon as possible.
Remember that Elitekeepers reserves the right to refuse returns communicated or sent after the established deadline and those containing items that are not in the same condition as when they were received..
Size change
You may exchange an item purchased on our website within 30 days of receiving your order.
The first size change on orders shipped to mainland Spain or Portugal is free of charge.
You may exchange for the same item (same reference number) in another color or size. The model must be in perfect condition, without any modification in the original price and in stock. If you want a different product, you must place a new order.
You have three options to make the change:
Change of size in a post office: Free in Peninsula. You can deliver to a post office automatically by clicking here.
Change of size at home. Free of charge. The first size change is free in Peninsula (excluding Balearic Islands) To manage the collection from your home, you can do it directly from your customer account “CUSTOMER ACCOUNT - MY ORDERS AND RETURNS - DETAILS”, or send an email to contacto@elitekeepers.com.