To initiate a return, please email us at eldereaseinnovations@gmail.com with your order number and reason for return.

RETURN WINDOW

Our return policy allows for returns within 14 days after delivery. Returns initiated after this period cannot be accepted.

DAMAGED OR INCORRECT ITEMS

• We will promptly issue a replacement or refund if your order arrives damaged or broken.
• For items over $250, you must inspect the product upon delivery and report any damage immediately.
• If you purchased Route Package Protection, you're also covered for lost items.
• If you did not purchase Route Package Protection and receive a damaged item, you must file a claim and provide us with the claim number.
• Claims without required documentation (photos of the item/packaging and/or carrier claim numbers) submitte within 48 hours of delivery will be automatically denied without further review.

RETURN PROCESS

1. Initiate your return by emailing eldereaseinnovations@gmail.com
2. Ship your item to the designated return address (customer is responsible for return shipping costs on voluntary (*no longer interested*) returns).
3. We or the seller will process your return within 1-2 weeks of receiving it.
4. Receive your refund via your original payment method, as a store credit, or a gift card.

REFUND OPTIONS

• Original payment method (3-5 business days to process)
• Gift certificate (email certificates arrive within 48 hours, mail certificates within 2-6 business days)
• Replacements (shipped once return is processed)

SHIPPING & FEES

• Return Shipping: Customer is responsible for return shipping costs on returns for items "no longer needed" or "no longer interested in."
• Restocking Fee: A 30% restocking fee applies to all returns not related to product defects or incorrect shipments.
• Original Shipping: Cost of original shipping is non-refundable.
• Refused/Unclaimed Packages: If a package is refused or remains unclaimed at a carrier's facility and is returned to the seller or Elder Ease Innovations, no refund will be issued unless refusal was due to documented shipping damage or an incorrect item shipped (verified by photographic evidence). In all other cases, refusal is considered an unauthorized cancellation, and the customer remains responsible for all shipping costs, return fees, and a 30% restocking fee.

"NO LONGER INTERESTED" RETURNS

• Returns classified as "no longer interested" include:
  • Change of mind after purchase
  • Item no longer needed
  • Found alternative product
  • Product met description but didn't meet personal expectations
  • Size or fit issues (except for proven size chart inaccuracies)
  • Aesthetic preferences different than expected
• For these returns:
  • Full 30% restocking fee applies
  • Customer bears all return shipping costs
  • Original shipping costs are not refunded
  • Item must be returned in original, unused condition with all packaging
  • Return must be initiated within the standard 14-day return window
• These returns are processed as a courtesy to our customers and are not guaranteed.

CANCELLATIONS AFTER SHIPMENT

If you request to cancel an order after a seller has shipped it, a cancellation fee will apply if the shipment can be recalled. This fee covers shipping and packaging costs incurred by the seller.

NON-RETURNABLE ITEMS

The following items cannot be returned:

• Custom/handmade items
• Dropship products
• Elderly/health care products
• Bed and bath items (mattresses, towels, sheets, pillowcases)
• Shoes
• Sale items (non-regular priced items)
• Gift cards
• Health and personal care items

DELIVERY INFORMATION

• Some packages from our sellers cannot be delivered to P.O. Boxes.
• Return labels expire after 15 days; contact us if your return isn't processed within this timeframe.

DISPUTED DELIVERIES

• If tracking information shows an item as "Delivered" but you claim non-receipt, you must file a claim with the carrier.
• You must provide Elder Ease Innovations with:
  • The carrier claim number
  • A copy of the carrier's investigation letter/documentation
• No refund will be issued until the carrier investigation is complete.
• Refunds for non-delivery will only be processed if the carrier confirms the package was not delivered or was delivered to the wrong address.
• Claims must be filed within 48 hours of the tracking showing "Delivered" status.
• Elder Ease Innovations and our sellers cannot be held responsible for packages that tracking shows were properly delivered.

ADDITIONAL INFORMATION

• Returns must be in original condition.
• Refunds are only issued to the original purchaser.
• PayPal refunds can be processed within 14 days of purchase.
• For PayPal transactions older than 12 months, a check will be issued.
• We reserve the right to refuse returns that appear fraudulent or abusive.

DISPUTE & CHARGEBACK POLICY

Transit Disputes

• Opening payment disputes while items are in transit from sellers violates our terms of service.
• Tracking information showing an item in transit serves as valid proof of shipment.
• Premature disputes may result in the cancellation of the order and forfeiture of refund eligibility.

Return Requirements

• All returns must follow our established return process.
• Customers who refuse to return items but request refunds will be denied.
• Photographic evidence of damaged items must be provided within 48 hours of delivery.
• Failure to provide required documentation will result in the denial of return requests.

Chargebacks

• Customers agree to contact Elder-Ease Innovations directly before initiating any chargeback with their payment provider.
• Chargebacks filed without first attempting resolution through our customer service will be contested.
• We maintain comprehensive order records including:
  • Shipping confirmations
  • Delivery confirmations
  • Customer communications
  • Return processing documentation
• These records serve as final proof of delivery and acceptance under Visa Compelling Evidence 3.0 standards.
• Customers who file fraudulent chargebacks may be banned from future purchases.
• Customers who initiate chargebacks for refused or unclaimed packages, or for cases where required evidence was not provided, agree to be liable for:
  • The disputed amount,
  • A $25 administrative fee per chargeback, and
  • Any collection or legal fees incurred.
• Successful chargeback disputes may result in collection actions for the disputed amount plus processing fees.

By making a purchase, you acknowledge and agree to these dispute resolution terms. Our policies are designed to ensure fair treatment for both customers and our business.

For any questions about our return policy, please contact our customer support team at eldereaseinnovations@gmail.com