Refund policy

Returns & Refunds

Return Window

You may request a return within 30 days of delivery. Items must be unused, in their original packaging, with all accessories and documentation included. We cannot accept returns of items that show signs of use, are missing parts, or have been damaged by the customer.

How to Start a Return

Email support@elalausa.com with your order number and reason for return to receive a return authorization and instructions. Returns sent without authorization may not be accepted. Once authorized, send your return to:

Elala USA
20275 Business Parkway #B
City of Industry, CA 91789

Return Shipping and Fees

Change-of-mind returns: The customer is responsible for return shipping costs and a 15% restocking fee applies.

Damaged or defective on arrival: Report within 7 days of delivery with photos. Elala covers return shipping at no cost to you, with no restocking fee, and you may choose a full replacement or a full refund.

Battery Shipping Notice

This product contains a lithium battery. For safety and carrier compliance, returns must be shipped using the method and labeling we provide. Do not ship the product or battery without our instructions.

Damages and Issues

Inspect your order upon delivery and contact us at support@elalausa.com within 7 days if the item is defective, damaged, or incorrect. Include your order number and photos showing the issue.

Exchanges

To exchange an item, request a return and place a new order once the return is accepted.

Non-Returnable Items

We cannot accept returns on items returned after 30 days, items that show signs of use, items missing original packaging or accessories, or gift cards.

Airline and Cruise Line Travel Notice

Electric and smart luggage are subject to airline and cruise line lithium battery policies, which vary by carrier and can change without notice. Elala electric suitcases are not currently permitted on United Airlines flights, or on Carnival or NCL cruises. It is the customer's responsibility to confirm the current smart luggage and lithium battery policy of their airline and cruise line before purchasing or traveling. Inability to travel with the product on a specific airline or cruise line is not a product defect and is not covered under warranty. Returns requested for this reason are processed as standard change-of-mind returns, subject to the 30-day return window, 15% restocking fee, and return shipping terms above.

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method within 5 to 10 business days. Original shipping charges are non-refundable. Any applicable restocking fee will be deducted from the refund. If more than 10 business days have passed since your refund was approved, contact us at support@elalausa.com.