Returns and Exchanges Policy - Elitekeepers

At Elitekeepers, we want your shopping experience to be simple and hassle-free. Below you’ll find all the information you need to request a size exchange or a return.

Size Exchange Process

We know how important it is to find the perfect fit, that’s why the first size exchange is completely free within mainland Spain and Portugal.

To request an exchange, please contact our customer service team:

You can call us or send a WhatsApp message — we’ll assist you as soon as possible.

  • Exchanges are only allowed for the same model in a different size. If you’d like a different product, please place a new order.
  • Items must be returned unused, unwashed, with all original tags attached, and in their original packaging.
  • The exchange request must be made within 30 days of receiving your order.

Note: Only the first size exchange is free. Any additional exchanges will incur standard shipping costs.

Return Process

If you wish to return a product, you have 30 days from the date of delivery.

Return conditions:

  • Products must be returned in their original condition: unused, unwashed, with all tags intact, and in their original packaging.
  • Returns are not accepted for accessories such as sprays, creams, insoles or socks for hygiene reasons.
  • IMPORTANT: Do not attach the shipping label directly to the original product packaging. Please use an additional bag or box to protect it.
  • If the return does not meet these conditions, the refund will not be processed and the items will be returned with postage due.

To arrange your return, please contact us:

All returns have a €5 management fee, which will be automatically deducted from the refund amount. Once you contact us, we’ll provide detailed instructions and the most suitable return method for your area.

If you prefer to ship the product yourself, you can send it to the following address (shipping costs at your expense):

Elitekeepers
Calle Albert Einstein nº15 (Catchalot)
11500 El Puerto de Santa María (Cádiz)
Spain

Defective Products

If you receive a defective or damaged item, please follow these steps:

  1. Contact us at contacto@elitekeepers.com, including a photo of the defect and your order details.
  2. We will review your case and provide a solution within a maximum of 15 days.
  3. If the defect is confirmed, we will offer the following options depending on the case:
  • Repair: We’ll collect the item, repair it, and send it back to you at no cost.
  • Replacement: If repair is not possible, we’ll send you a new product free of charge.
  • Exchange for another model: If the original product is out of stock, we may offer an exchange for a similar model of equal value.

In all such cases, Elitekeepers will cover the shipping and return costs.

Refund Process

  • Refunds will be issued using the same payment method used for the original purchase.
  • The refund will be processed within a maximum of 15 days after we receive the returned product in our warehouse.
  • If the order was placed using a discount coupon, the refund amount will be adjusted proportionally.
  • If the partial return reduces the total below the free-shipping threshold (€60), €5 will be deducted from the refund to cover shipping costs.

Elitekeepers reserves the right to refuse returns that are late or do not meet the established conditions.

Customer Service

If you have any questions regarding exchanges or returns, please contact us:

Customer service hours: Monday to Friday, from 09:00 to 15:00 and from 16:00 to 18:00 (CET).