Thank you for choosing ELAN Design Source. Before placing an order, please review our cancellation, delivery, and return guidelines. Our team is available to answer questions about product specifications, finishes, shipping arrangements, and return eligibility.
Order Changes & Cancellations
Order processing begins within 24 hours. To request a change or cancellation, reach out to ELAN Design Source promptly through our Contact Us page and provide your order number.
We cannot guarantee changes or cancellations after an order is submitted. Once merchandise has been picked, packed, or assigned shipment tracking, cancellation is no longer available.
Custom, made-to-order, and special-order purchases cannot be canceled.
If your order cannot be canceled, merchandise that qualifies for a return may be returned according to the requirements below. Final-sale restrictions continue to apply.
Return Requirements
Return Authorization (RMA) requests must be submitted within 7 calendar days of delivery. Once authorized, the merchandise must be shipped back within 14 calendar days of approval.
To qualify, merchandise must be new, unused, unaltered, and in resale condition. All original packaging, protective materials, hardware, and accessories must be included.
Merchandise that has been used, assembled, installed, wired, modified, damaged, or returned without its original packaging may be refused.
Retain your packaging until you have thoroughly inspected the merchandise and confirmed that you intend to keep it.
Items Excluded from Returns
ELAN Design Source does not accept discretionary returns on:
• Custom and made-to-order products
• Special-order merchandise
• Wallpaper and fabric
• Rugs
• Clearance and final-sale purchases• Orders containing four or more identical items
• Products that have been assembled, installed, wired, or modified
• Design services
• Freight-delivered merchandise returned due to a change of mind
These restrictions apply to discretionary returns. Damaged, defective, or incorrect merchandise should be reported using the procedures outlined below.
Requesting & Shipping a Return
1 Contact ELAN Design Source within 7 calendar days of delivery, providing your order number,
the merchandise you wish to return, and your reason for returning the item.
2 Obtain written approval, an RMA number, and the designated return shipping instructions.
3 Ship your return within 14 calendar days of authorization, following the instructions provided.
Returns sent without authorization, or sent to our business address or a manufacturer without instructions, will not be accepted. Return shipments must originate from the original delivery location.
We recommend a trackable, insured shipping service. Keep your shipping receipt and tracking details. Please consult our team before booking return transportation for large merchandise.
Restocking Fees & Transportation Costs
A 20% restocking fee, calculated on the returned merchandise price, applies to approved discretionary returns.
Return shipping is the customer’s responsibility. Original shipping charges and fees for expedited shipping, white-glove delivery, or specialty delivery services are non-refundable for discretionary returns.
Applicable deductions will be outlined when your return is authorized.
If a damaged, defective, or incorrect-item claim is approved, ELAN Design Source will explain the resolution and any necessary return shipping arrangements.
Refund Processing
Returned merchandise is inspected before a refund is approved. Eligible refunds are submitted to the original payment method within approximately 72 hours after receipt and inspection, minus applicable fees and transportation charges.
Please allow additional time for your bank or payment provider to post the credit.
Items that fail to meet our return requirements may not qualify for a refund.
Inspecting Your Delivery
Freight Shipments
Carefully inspect freight deliveries before signing the delivery receipt.
• Record any visible damage on the delivery receipt or Bill of Lading.
• Take photographs of the packaging and any visible product damage.
• Save all original packaging until any claim has been resolved.
Visible damage that is not recorded at delivery may lead to a denied carrier claim. Refusing delivery before inspecting the shipment may result in redelivery charges.
Parcel Shipments
Unpack and inspect parcel deliveries immediately. Keep the packaging until you have verified that all items are present, correct, and in satisfactory condition.
Notify us of damaged, defective, incorrect, or missing merchandise within 48 hours of delivery.
Freight Restrictions & Delivery Refusals
Before purchasing, confirm that the merchandise will fit both its intended location and the delivery route. Measure entrances, hallways, stairways, elevators, and other access points.
Freight-delivered merchandise is not eligible for change-of-mind returns.
A refused shipment does not constitute an authorized return or remove final-sale restrictions. Please contact ELAN Design Source before refusing delivery for any reason unrelated to damage.
If a return following a failed or refused delivery is approved, original shipping charges, return transportation costs, and applicable restocking fees will be deducted from the refund.
Reporting Damage, Defects & Order Issues
Contact ELAN Design Source through our Contact Us page within 48 hours of delivery if merchandise is damaged, defective, incorrect, or missing.
Include the following information:
• Your order number and an explanation of the issue
• Photographs of the merchandise, including any damage or defect
• Photographs of all packaging
• Photographs of the shipping labels
• A delivery receipt or proof of delivery, when available
Retain the merchandise and packaging while your claim is being reviewed. Obtain instructions from us before returning an item, arranging a repair, or discarding packaging.
If an issue is apparent, do not assemble, install, wire, modify, or use the product while awaiting assistance. Claims may be denied when merchandise has been used or installed after a problem was identified.
Reviews generally take 2–3 business days after we receive all requested documentation.
If a problem becomes evident later, contact us promptly so we can assess the circumstances and any applicable warranty or legal rights.
Additional guidance is available in our Damages & Order Issues policy.
Missing Deliveries & Incorrect Merchandise
Missing packages and incorrect merchandise must be reported within 48 hours of delivery or the carrier’s delivery confirmation.
When an incorrect-item claim is approved, we will supply an RMA and instructions for the return or replacement.
Subject to applicable law, ELAN Design Source is not responsible for packages confirmed as delivered by the carrier. If tracking shows delivery but you cannot locate your package, notify us promptly so we can review the delivery details.
Repairs, Replacements & Exchanges
Exchanges are limited to approved claims involving merchandise that arrives damaged, defective, or incorrect.
After evaluating the issue, ELAN Design Source may offer a repair, replacement, partial refund, or refund. Replacements are subject to review and eligibility.
When a qualified repair can restore an item to factory standards, a replacement may not be offered.
Open-Box Purchases
Replacement merchandise is not available for open-box purchases.
Damage to an open-box item must be reported within 48 hours of delivery. Keep all packaging while we assess the issue. Depending on the circumstances, the resolution may include a repair, partial refund, or refund.
Materials, Finishes & Dimensions
Wood, marble, limestone, alabaster, ceramic, and other natural materials have individual characteristics. Differences in grain, markings, texture, color, and finish are expected and are not considered defects.
Monitor settings and browser displays can affect the appearance of colors and finishes online. Product measurements may vary within the tolerances listed in the product description.
Please verify dimensions before ordering. Our team can assist if you have questions about a product’s size, material, or finish.
Delivery Dates & Tracking Communications
For reporting and return deadlines, ELAN Design Source relies on the delivery date shown on the carrier’s official delivery receipt or proof of delivery.
Dates or notifications from building management platforms, package rooms, or third-party delivery applications do not supersede the carrier’s record or extend policy deadlines.
Shipment tracking is emailed to the address supplied at checkout. Customers are responsible for entering a valid email address and reviewing shipment updates, including messages directed to spam or junk folders.
Additional Terms
All approved returns must follow the authorization and shipping instructions supplied by ELAN Design Source. We may decline returns that do not satisfy these requirements or limit future purchases due to excessive return activity.
Claim decisions are based on the supporting documentation and this policy, subject to applicable law.
Contact the ELAN Design Source team through our Contact Us page for help with product details, delivery planning, or return requirements before placing your order.
Nothing in this policy limits rights or remedies that cannot be excluded under applicable law.