Return and Refund Policy
Effective Date: August 1, 2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Elite Recovery Wellness website located at www.eliterecoverywellness.com ("Website").
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
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Phone: 1 (602) 536-6593
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Address: 9393 N. 90th Street, Suite 102 #122, Scottsdale, AZ 85258
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Hours: Monday–Friday, 9 am to 5 pm, PST
3. Return Eligibility
Customers may request to return products within 14 days of receipt, subject to the conditions below.
3.1 Conditions for Return
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Unused and Undamaged: Items must be unused, undamaged, and in the same condition received.
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Original Packaging: Items must be in original packaging with all labels, manuals, and parts included.
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Proof of Purchase: A receipt or order confirmation is required.
⚠️ Note: Because our products are high-value and freight-shipped, we cannot accept returns of items showing signs of installation, use, or wear.
4. Return Process
4.1 Initiating a Return
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Contact us at support@eliterecoverywellness.com or 1 (602) 536-6593 within 3 days of receipt.
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Provide your order number and reason for the return.
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If approved, we will issue a Return Merchandise Authorization (RMA) and return instructions.
4.2 Preparing Your Return
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Securely pack the item in its original packaging with all accessories.
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Include the return authorization form.
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Ship via a trackable method (UPS, FedEx, etc.) within 7 days of RMA approval.
5. Return Shipping Costs
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Customers are responsible for all return shipping, delivery, and handling costs unless the return is due to a verified defect or shipping error.
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Freight delivery charges, white-glove service, or installation fees are non-refundable.
6. Specific Return and Refund Conditions
6.1 Change of Mind
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Must be unused, undamaged, and in original packaging.
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Refund issued minus a 25% restocking fee and all shipping costs.
6.2 Defective or Damaged Goods
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Notify us within 48 hours of delivery with photos/videos.
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Resolution: Replacement, repair, or refund (including shipping) at our discretion.
6.3 Incorrect Product Received
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Notify us immediately.
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We will cover return shipping and send the correct product.
6.4 Lost Shipments
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Contact us if your order does not arrive within the estimated delivery window.
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We will investigate with the carrier and either replace or refund if confirmed lost.
6.5 Order Cancellation
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Before Shipment: Orders may be canceled for a full refund.
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After Shipment: Treated as a return (restocking + shipping fees apply).
7. Exceptions to the Return Policy
The following items are non-returnable/non-refundable:
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Custom or Special-Order Products (made to customer specifications).
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Final Sale Items clearly marked as such.
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Perishable Goods (e.g., supplements, consumables).
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Intimate or Sanitary Goods (e.g., personal-use recovery accessories) once opened.
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Gift Cards and Downloadable Software Products.
8. Refunds
8.1 Refund Conditions
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Refunds are issued only after inspection and approval of returned goods.
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If rejected, you will be notified and may arrange re-shipment at your expense.
8.2 Refund Processing
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Refunds are processed to the original payment method only.
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Processing may take up to 14 business days depending on your bank or card issuer.
8.3 Partial Refunds
Partial refunds may apply for:
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Items returned damaged or missing parts not due to our error.
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Items returned after the 14-day return window (if accepted at our discretion).
9. Exchanges
We replace items only if they are defective, damaged, or incorrect. For exchanges, contact support@eliterecoverywellness.com.
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Defective/Incorrect Products: We cover all shipping costs.
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Change of Mind: Customer pays return + new shipping.
10. Timelines
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Return Request: Must be initiated within 3 days of receipt.
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Return Window: Item must be shipped back within 7 days of RMA approval.
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Refund Processing: Within 14 business days after inspection.
11. Legal Rights
This Return and Refund Policy does not affect your statutory rights under applicable law.
12. Dispute Resolution
Any disputes regarding eligibility for returns, refunds, or associated costs shall be handled in accordance with our Terms of Service.
13. Questions and Support
For assistance, please:
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Visit our Contact Us page
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Phone: 1 (602) 536-6593
Elite Recovery Wellness
9393 N. 90th Street, Suite 102 #122
Scottsdale, AZ 85258