Effective Date: 1 January 2025
At ELDERLUXE, we believe in providing exceptional products that enhance your life. If for any reason you are not completely satisfied with your purchase, we are here to assist you with a smooth and hassle-free return process.
Inspect & Report
Please inspect your order immediately upon arrival. If there are any issues, such as damaged or missing items, or a defective item, please contact us immediately at 1.888.537.5893 or concierge@elderluxe.com with photos documenting all damage including the packaging. If the packaging is damaged, please report it to the shipping carrier as well. Once qualified we will send a return label for the damaged item.
Please know we will work with you to offer a replacement or a refund where and when applicable. Obvious damage due to misuse or wear and tear is not covered.
Eligibility for Returns
We accept returns within 30 days of delivery for a refund of the purchase price (minus shipping, restocking fees, and any applicable charges) if:
- The item is unused, in pristine new condition, and unaltered in any way (including customizations e.g. sizing) or show signs of unauthorized "repair"
- All original packaging, manuals, pamphlets and accessories are included.
- The product is in resellable condition with no signs of wear or damage.
The following items cannot be returned:
- Custom or personalized products (custom sizing of canes for example)
- Clearance or final sale items.
- Canes that have been bruised, dropped, or misused.
If you are uncertain about an item’s return eligibility, please contact us before initiating a return.
How to Return an Item
- Request a Return Authorization (RMA) – Contact us by phone or email. This RMA should be included on your return label (as below)
- Repackage Carefully – Use the original packaging if intact and ensure the item is secure for transit.
- Ship with Tracking, utilize a reputable shipper such as UPS, USPS or FedEx– Send your return to:
ELDERLUXE Customer Returns
ATTN: CONBOY/RMA ####
5445 Caruth Haven Ln, Suite 1418
Dallas TX 75225
- Inspection & Refund – Once received and inspected, we will issue a refund (minus applicable fees, see above). Shipping costs are non-refundable.
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Restocking Fees & Refund Details
- A 20% restocking fee applies to most returns (25% for orders over $200).
- If your order qualified for free shipping, a $9.99 deduction will apply.
- Refunds are processed back to the original payment method—cash refunds are not available.
We value your trust and are committed to ensuring your satisfaction. If you have any questions, reach out—we’re here to help! Thank you for choosing ELDERLUXE.
Your Personal Concierge:
phone 888.537.LUXE (5893
concierge@elderluxe.com