Refund policy
Return and Refund Policy
This Return and Refund Policy describes when and how you can return an item purchased from Elrak (elraktravel.com), who pays for return shipping, and how and when refunds are issued. It is written to comply with the U.S. Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule and applicable state consumer protection laws.
1. 90-Day Returns
Our return window is 90 days, counted from the day the carrier records the delivery of your order. Within that period you can request a full refund, or an exchange for a different size, color or model, for any eligible item. After 90 days we are no longer able to accept a return, unless applicable law grants you a longer right.
2. Which Items Are Eligible
We accept returns of items that are in new, resalable condition: not used, worn or washed, with original packaging, tags and all included accessories intact, and with the order number so we can locate your purchase. If an item comes back used, damaged by handling, or missing parts, we reserve the right to decline the return or to issue a partial refund that reflects the reduced value of the item.
3. Non-Returnable Items
For hygiene, safety and legal reasons, the following cannot be returned unless they arrive damaged or defective:
- gift cards and downloadable or digital products;
- items marked as final sale or clearance at the time of purchase;
- personalized or custom-made items.
4. Size, Color and Model Exchanges
Exchanges are available within the same 90-day window and under the same conditions as returns. To exchange an item, start a return through the return form and tell us which size, color or model you would like instead. If the replacement is in stock we ship it as soon as the returned item is on its way back to us (tracking number provided); if it is out of stock, we refund you instead. Price differences are charged or refunded as applicable.
5. Requesting a Return
To start a return:
- Fill in our return form or email info@elraktravel.com with your order number and the reason for the return. We reply within 2 business days with a return authorization and instructions.
- Pack the item securely in its original packaging and include your order number inside the parcel.
- Ship it to the address confirmed in your authorization. Our returns address is 19 Bender Court, Portsmouth, VA 23702, United States.
Please do not send an item back without a return authorization: unauthorized parcels can be delayed or refused. Keep your shipping receipt and tracking number until the refund is issued.
6. Return Shipping Costs
You never pay to return an item to Elrak: return shipping within 90 days of delivery is on us. Once your return is authorized we email you a prepaid label. The refund covers the full product price; the outbound shipping fee, if you paid one, is also refunded when the return is caused by our error.
7. Changing or Cancelling Your Order
You may cancel your order free of charge at any time before the order ships. Email info@elraktravel.com or message us on WhatsApp at +1 (948) 230-6026 with your order number and the word "cancel"; there is no cost to you for cancelling. Cancelled orders are refunded in full within 7 business days. Once an order has been handed to the carrier it can no longer be cancelled, but you can return it under this policy after it arrives.
8. Refunds
We process refunds 5–10 business days after we receive and inspect the item and notify you by email when the refund is sent. The money goes back to the payment method used at checkout; we cannot refund to a different card or account. Where you cancel before shipment or we cannot ship your order, the refund is issued within 7 business days in accordance with 16 CFR Part 435. Your card issuer may then take several business days to post the credit; timing varies by bank and by country, and international refunds can take up to two statement cycles. If you have not seen the refund after 15 business days, let us know and we will provide the transaction reference.
9. Orders We Cannot Ship
Occasionally a product sells out or a shipment cannot be dispatched on time. When that happens we contact you before the promised ship date with a new date, or tell you that we cannot give one. The choice is yours: keep the order, switch to a comparable item, or cancel and receive a full refund within 7 business days. We never treat silence as consent to an indefinite delay.
10. Warranty
All products sold by Elrak are covered against manufacturing defects for 12 months from delivery. During this period a defective item is repaired, replaced or refunded at our option. This warranty does not cover normal wear and tear, accidental damage, misuse, or unauthorized modification. It gives you specific legal rights, and you may also have other rights that vary from state to state. To make a warranty claim, contact us with your order number and a description and photos of the defect.
11. If Something Arrives Wrong
Please inspect your order on delivery. If an item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at info@elraktravel.com with your order number and clear photos of the item and the packaging. We will offer, at your choice, a free replacement or a full refund including any shipping charges, and we will cover the cost of returning the item if we need it back. Reports made after 7 days are still reviewed, but it becomes harder to establish that the damage occurred in transit.
12. Contact Us
Questions about a return or refund? Email info@elraktravel.com, call +1 (948) 230-6026, message us on WhatsApp at +1 (948) 230-6026 or use the contact form. Support is available Monday to Friday, 9:00 AM – 6:00 PM (Eastern Time (ET)) and we reply within 2 business days. Elrak · 19 Bender Court, Portsmouth, VA 23702, United States.
13. Your Acknowledgement
Our Returns & Refunds Policy is presented before you enter payment details and is accepted when you complete your purchase. Please keep a copy for your records; the version in force on the date of your order applies to that order.
Last updated: October 7, 2026.