Refund policy
Return & Refund Policy
Last updated: [November 24 2025]
At Elassy, we want you and your pet to be completely happy with your purchase. If something isn’t right, we’ll make it right—quickly and easily.
1. 30-Day Free Returns – No Questions Asked
- You have 30 days from the delivery date to request a return or refund.
- No questions asked – you do not need to explain why you’re returning.
- Free returns on eligible orders within the United States.
- You may choose a full refund to your original payment method or a store credit.
Where possible, we kindly ask that items are returned in:
- Their original condition,
- With tags and packaging still attached.
This helps us stay eco-conscious and reduce waste.
2. How to Start a Return
To start a return:
- Email us at info@elassy.com.
- Include your order number and the item(s) you’d like to return.
- We’ll send you a prepaid return label and simple instructions.
No forms, no hassle, no explanation required.
3. Refund Process
Once your return is received and inspected, we will:
- Approve the return if it meets basic condition checks, and
- Process your refund within 3–7 business days.
Your refund will be issued to:
- The original payment method, or
- As store credit, depending on your choice.
You will receive an email confirmation once your refund has been processed.
4. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@elassy.com with your order number and photos (if possible).
We will:
- Replace the item whenever possible, or
- Offer a refund or store credit.
In these cases, we cover all related shipping costs.
5. Non-Returnable or Limited-Return Items
To keep things hygienic and fair to all customers, some items may be non-returnable or limited-return, such as:
- Opened or partially used treats/food items,
- Heavily used, damaged, or altered products not due to our error,
- Items marked as Final Sale on the product page.
If an item is non-returnable, we will clearly note this on the product page before you purchase.
6. Exchanges
We do not currently offer automatic exchanges. If you would like a different size, color, or product, please:
- Request a refund for your original order, and
- Place a new order for the item you prefer.
7. Late or Missing Refunds
If you haven’t received your refund after we’ve confirmed it was processed:
- First check your bank or credit card account again.
- Then contact your bank or credit card company; it may take some time before your refund is officially posted.
If you have done all of this and still have not received your refund, please contact us at info@elassy.com.
8. Contact Us
If you have any questions about returns, refunds, or whether an item is eligible, please reach out:
Email: info@elassy.com
Address: Elassy Inc., 6900 English Muffin Way, Suite A, Frederick, Maryland 21703, USA
We’re here to make your experience with Elassy as smooth, kind, and worry-free as possible—for you and your pet.