Returns and Exchanges Policy - Elitekeepers

At Elitekeepers we want your shopping experience to be as easy and comfortable as possible. Below, we explain our exchange and return process.

Size exchange process

We know how important it is to find the perfect size, which is why the first size exchange is completely free in mainland Spain and Portugal.

  • To request an exchange, contact us through:

           - Email: contacto@elitekeepers.com

           - Telephone or WhatsApp: +34 620 31 94 12

  • Exchanges are only allowed for the same model in another size. If you want a different product, you must place a new order.
  • Items must be returned unused, unwashed, with labels intact and in their original packaging.
  • The exchange must be processed within 30 days of receiving the order.

Options for making the change

  1. Exchange at a Post Office (Free in the Peninsula and Portugal): You can automatically return the product to a Post Office by clicking here EXCHANGE AND RETURN PORTAL. IMPORTANT: In the request process, indicate in the notes that it is a size change and specify the desired size.
  2. Exchange at home (Free in the Peninsula and Portugal): To manage the collection from your home, send us an email to contacto@elitekeepers.com or contact us by WhatsApp at +34 620 31 94 12.

Remember: Only the first size change is free. If you need more changes, you must pay the shipping costs.

Return Process

If you wish to return a product, you have 30 days from receipt of the order.

Return conditions:

  • Products must be returned in their original condition, unused, unwashed, with labels intact and in their original packaging.
  • Returns of accessories such as sprays, creams, insoles or socks are not accepted for hygiene reasons.
  • IMPORTANT: If you need a return label, it should not be stuck directly on the original packaging of the product. Use an additional bag or box to protect the packaging of the item.
  • If the return does not comply with our conditions, the refund will not be made and we will return the products to you with postage due.

Return options

  1. Return to a Post Office (Cost: €2.50): You can return the product to a Post Office automatically by clicking on our RETURNS PORTAL. €2.50 will be deducted from the refund amount as a return cost.
  2. Return from home (Cost: €5 in the Peninsula and Balearic Islands): We can arrange for collection at your home. This service has a cost of €5, which will be deducted from the refund amount. To request it, send us an email to contacto@elitekeepers.com with the order reference and the item(s) to be returned. You can also contact us via WhatsApp at +34 620 31 94 12.

If you decide to send us the product on your own, you can do so at the following address, assuming the shipping costs:

Elitekeepers - Calle Albert Einstein nº15 (Catchalot), 11500 El Puerto de Santa María (Cádiz).

Returns of Defective Products

If you receive a defective or damaged item, please:

  1. Contact us at contacto@elitekeepers.com, attaching a photo of the defect and your order details.
  2. We will examine the case and inform you about the return or replacement within 15 days.
  3. If the defect is confirmed, we will offer you several options:
  • Repair: We will take back the item, repair it and send it back to you free of charge.
  • Replacement: If repair is not possible, we will replace it with a new one at no additional cost.
  • Exchange for another model: In the event that the repair or exact replacement of the product is not possible, we will offer you the option of exchanging it for another model of similar value.

Note: If the defect is confirmed, the return and shipping costs will be borne by Elitekeepers.

Refund Process

  • Refunds will be made using the same payment method used in the purchase, within a maximum of 15 days from when we receive the product in the warehouse.
  • If the recipient of the order is different from the person who made the payment, the refund will be made to the person who made the purchase.
  • IMPORTANT: If after the partial return of an order certain initial conditions of the purchase are not met, the refund will be adjusted accordingly:
  1. Orders with discount coupons: If an order was made with a discount coupon applied to several items and one of them is returned, the discount will be adjusted proportionally in the refund.
  2. Free shipping costs: If the partial return reduces the total amount of the order below the minimum required for free shipping (€50), €5 will be deducted for shipping costs in the refund.

Remember: Elitekeepers reserves the right to reject returns outside the deadline or items that do not comply with the established conditions.

Customer Service

If you have any questions about our return and exchange process, please contact us:

📧 contacto@elitekeepers.com

📞 +34 620 31 94 12 (Calls and WhatsApp)

🕘 Business hours: Monday to Friday, from 09:00 to 15:00 and from 16:00 to 18:00