Refund Policy
Thank you for choosing Elite Smart Lock Co LLC. We value every customer’s shopping experience. If your purchased door lock does not meet your needs, you can apply for a return according to the following return and refund policy.
I. Return Period
Unless otherwise stipulated by applicable law, customers may submit a return request within 30 days of receiving the product.
The return period is calculated from the date the customer actually receives the product.
Return requests submitted after 30 days may not be accepted, except as required by law or in special circumstances.
II. Opened Products Can Be Returned
Products that have been opened can still be returned.
Opening itself does not automatically invalidate the return eligibility.
However, the returned product must meet the return conditions stipulated in this policy. To ensure a smooth return process, customers are advised to retain the original packaging, accessories, and product instructions as much as possible after opening and inspecting the product.
III. Used Goods That Affect Resale are Non-Returnable
To ensure returned goods can be properly processed:
Products that have been actually used and cannot be resold due to use, installation, modification, damage, obvious wear, or other customer reasons are not eligible for return.
For example:
Products that have been actually installed and used for an extended period;
Products show obvious signs of use;
Products have obvious scratches, stains, or damage;
Products or accessories are missing;
Products have undergone unauthorized modification;
Products cannot be restored to a resaleable condition due to customer reasons.
Simply opening the product packaging for inspection does not equate to actual use.
If the product has only been opened for inspection but has not been actually used, and the product, accessories, and packaging are basically intact, you can contact us to apply for a return.
If the product has quality issues, even if the product has been used, we will handle it according to the specific circumstances and applicable laws.
IV. Return Conditions
Generally, returns require the following conditions to be met:
Submit a return request within 30 days of receiving the product;
Provide a valid order number;
The product was indeed purchased through the Elite Smart Lock Co LLC website;
The product is not damaged due to customer use that would affect its resale value;
Accessories and related items are as complete as possible;
Provide product photos or other relevant information if needed.
Final return eligibility will be confirmed based on the actual condition of the product, this return policy, and applicable laws.
V. Please Contact Customer Service Before Returning
Please do not return the product directly without confirmation.
To return an item, please contact us first:
Email: [email protected]
Please provide the following in your email:
Order number;
Customer name;
Order email address;
Product name;
Reason for return;
Current condition of the product;
Photos of the product and packaging if necessary.
After confirming your return request, customer service will provide you with the specific return process.
VI. Return Address
Address: 2624 W CEZANNE CIR
TUCSON AZ 85741-4216
VII. Who Bears the Return Shipping Costs?
Return shipping costs are borne by different parties depending on the reason for the return:
- Product Quality Issues – Seller Bears the Cost
If the return is due to a product quality issue, or if the received product is incorrect or damaged, for which the seller is responsible:
Return shipping costs will be borne by Elite Smart Lock Co LLC.
Customers should contact us first to confirm the return method. Additional costs incurred from sending the product back without confirmation may not be reimbursed.
- Non-Quality Issues – Buyer Bears the Cost
If the return is due to the customer’s personal reasons, such as:
Change of purchase intention;
No longer needing the product;
Selecting the wrong product;
Selecting the wrong size or specifications;
Change of needs after purchase;
Other reasons not related to product quality;
Then:
Return shipping costs will be borne by the buyer.
Specific return methods are subject to the return instructions provided by customer service.
VIII. Inspection of Returned Products
Upon receiving the returned products, we will inspect their condition.
If the product meets the return conditions, we will proceed with the refund processing.
If the product shows obvious signs of use, is damaged, is missing important accessories, or has affected its resale value, we may not be able to accept the return.
If the returned product does not meet the return conditions, we will contact the customer using the contact information provided.
IX. Refund Processing Time
After receiving the returned products and completing the return inspection, we will process the refund via the original payment method within 3–5 business days.
The refund will typically be returned to the customer’s original payment account or payment method.
Please note that the actual arrival time of the refund after submission may be affected by the processing speed of banks, credit card institutions, or third-party payment service providers.
Therefore, 3–5 business days is our refund processing time and does not represent the final arrival time with the bank.
- Refunds for Quality Issues
If a product is confirmed to have a quality issue and meets the return and refund conditions, we will provide appropriate solutions based on the specific circumstances, including refunds, exchanges, or other applicable processing methods.
For eligible quality issue returns, the relevant return shipping costs will be borne by Elite Smart Lock Co LLC.
- Receiving Incorrect or Damaged Products
If you receive a door lock that:
does not match the order;
is damaged during transportation;
has obvious product defects;
is missing important accessories;
please contact us as soon as possible.
We recommend retaining the product packaging, shipping packaging, and related products, and providing photos and order information so that we can verify the situation.
If the problem is confirmed to be caused by the merchant or during transportation, the relevant return processing will be carried out in accordance with the quality issue return policy.
- Contact Information
Tel: +1 7816693873
Email: [email protected]
- Consumer Legal Rights
This return policy does not restrict the mandatory consumer rights that consumers enjoy under applicable laws.
If applicable laws provide for additional rights to returns, refunds, or product protection for consumers, those rights shall be exercised in accordance with the relevant laws.