The 30-day window

You have 30 days from the delivery date to start a return. Items must be unused,
clean and in the original packaging with everything they shipped with – mat, controller, cable and isolation pad.
The window is firm because stock is sold as new, but if something went wrong on day 31 email us anyway;
we would rather keep you than cite a calendar.

How to start a return

1. Email support@elumara.com
   with your order number (ELM reference or store email) and what you are returning.
2. We reply within one business day with a return authorisation and the return address or prepaid label.
3. Pack the mat flat, attach the label and hand it to the carrier within 7 days of receiving the authorisation.
4. Refund is issued once the item arrives back and passes the condition check below.

Condition check

Returned items are inspected for completeness and signs of use – food residue, burns, odours or
missing parts reduce the refund, because the mat cannot be resold as new. Take a quick photo before shipping if
you want a paper trail; we are reasonable when things are simply opened and tested.

Who pays return shipping

Defective or incorrectly shipped items: we pay – a prepaid label is included
with the authorisation. Change-of-mind returns (ordered the wrong size, no longer needed) are returned at the
customer’s expense; original shipping is not refundable in that case.

How refunds are issued

Refunds go to the original payment method within 5-7 business days of the item
arriving back with us: card payments return through Payoneer to your card, Wise transfers return to the sending
account. Your bank may take an extra cycle to post it. The refund confirmation email shows the exact amount.

Exchanges and replacements

Fastest path to a different size or colour: place a new order for the mat you want and return
the first one – stock moves too quickly to hold units. Defective goods are replaced first, refunded if you prefer.

What cannot be returned

Items beyond the 30-day window, items damaged through misuse or missing accessories, and anything
washed or altered. Manufacturing faults at any point in the first year are covered instead by the
1-year warranty – which has no return-shipping cost for you.