Order Cancellations
Orders begin processing within 24 hours, and we cannot guarantee cancellation once an order has been placed.
Orders cannot be canceled once they have been picked, packed, or assigned tracking information.
Custom, made-to-order, and special-order items cannot be canceled.
SHIPMENT INSPECTION
Freight Deliveries
Please inspect your shipment before signing for delivery.
- Note any visible damage on the delivery receipt or Bill of Lading.
- Failure to document damage at delivery may result in a denied claim.
- Keep all original packaging until your claim is resolved.
Parcel Deliveries
Open and inspect your order immediately upon arrival. Retain all packaging until you have confirmed the item is in good condition.
Missing or incorrect items must be reported within 48 hours of delivery.
Return Eligibility
To request a return:
- Contact ELAN within 7 days of delivery for a Return Authorization (RMA).
- Return items within 15 days of receiving the RMA.
- Items must be new, unused, and in their original packaging.
Returns may be refused for items that have been used, installed, altered, damaged, or returned without original packaging.
Non-Returnable Items
The following items cannot be returned:
- Custom or made-to-order items
- Wallpaper and fabric
- Rugs larger than 8' × 10'
- Special-order items
- Clearance and final sale items
- Orders of four or more identical items
- Installed, assembled, wired, or modified products
- Design Services
Return Shipping & Fees
Unless the item is defective or shipped incorrectly:
- Return shipping is the customer's responsibility.
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Refused shipments due to buyer's remorse will be refunded less:
- Original shipping charges
- Return shipping costs
- Applicable restocking fees
We recommend using a trackable, insured shipping service.
Refunds
Refunds are issued to the original payment method within approximately 72 hours after the returned item has been received and inspected.
Original shipping charges, expedited shipping, white glove delivery, and specialty delivery fees are non-refundable.
Exchanges
Exchanges are available only for items that arrive damaged, defective, or incorrect.
Freight Items
Buyer's remorse returns are not accepted on freight shipments.
Refused freight deliveries will be refunded less original shipping charges, return freight charges, and applicable restocking fees.
Damaged, Defective & Incorrect Items
Report all damaged, defective, or incorrect items within 48 hours of delivery.
Please provide:
- Photos of the item
- Photos of all packaging
- Photos of all shipping labels
- Proof of delivery (if available)
Claims are typically reviewed within 2–3 business days after all requested documentation has been received.
Freight Delivery Claims
Before signing:
- Inspect the shipment carefully.
- If damage is present, note it on the delivery paperwork.
- Take photographs of both the packaging and the item.
Signing for a damaged shipment without noting the damage may result in a denied claim.
Refusing a shipment before inspection may result in redelivery fees.
Parcel Delivery Claims
Open and inspect your package immediately.
Damage claims require:
- Original packaging
- Photos of the packaging
- Photos of the damaged item
- Photos of shipping labels
Claims for installed or used items cannot be accepted.
Open-Box Items
Open-box items are not eligible for replacement.
If an open-box item arrives damaged, report it within 48 hours. We will determine the appropriate resolution, which may include repair, partial refund, or refund.
Missing or Incorrect Items
Report missing or incorrect items within 48 hours of delivery.
If an incorrect item is approved, we will provide an RMA and replacement instructions.
We are not responsible for packages confirmed as delivered by the carrier.
Repairs & Replacements
When appropriate, we may repair, replace, discount, or refund a damaged item.
Replacement eligibility is determined after evaluation. If a qualified repair restores the product to factory standards, a replacement may not be provided.
Product Variations
Natural materials—including wood, marble, limestone, alabaster, ceramic, and similar materials—vary in color, grain, texture, and finish. These natural characteristics are not considered defects.
Due to differences in monitors and web browsers, product colors may vary slightly from what appears on your screen.
Additional Information
- Returns must be shipped from the original delivery address.
- Customers are responsible for verifying measurements before ordering.
- Variations in color, texture, finish, and dimensions are not considered defects.
- We reserve the right to refuse returns or limit future orders due to excessive return activity.
- All claim decisions are final and are governed by this policy.