Returns & Exchanges

The 30-day window

You may return any item within 30 days of delivery for a full refund to your original payment method, or an exchange for a different item. This applies to everything bought from ELH Cool.

Condition requirements

• Item is in original, resellable condition — unused, clean and free of pet hair, odour or chewing marks.
• All original parts and accessories are included (attachments, instructions, packaging inserts).
• Original packaging is strongly preferred and protects the item in transit.
• Consumables (treats, pads that have been opened and used) are only returnable if faulty.

How to return

1. Contact us. Email hello@elhcool.com with your order number and reason for return. We reply within one business day.
2. Pack it safely. Use the original box if you have it, and make sure the item is clean and dry.
3. Ship it. We'll email you a return address and, where the item is faulty, a prepaid shipping label.
4. Inspection & refund. We inspect within 2 business days of receipt, then issue your refund or ship your exchange.

Exceptions

• Items damaged by misuse, chewing by your pet, or improper storage aren't eligible for a refund.
• Personalised or custom-ordered items are non-refundable unless faulty.
• Faulty items are covered separately under our Warranty — you'll get a faster, no-cost resolution.

Refund timing

Refunds are returned via the same offline payment channel you paid with. They are processed within 3 business days of inspection approval; allow your bank a further 2–5 days to post it.

Need to start a return? Contact us with your order number.