Important: We do not offer free returns for a change of mind or an incorrectly selected size or color. The customer pays the direct return shipping cost to our warehouse in China, and this international return postage is not refunded for a voluntary return. If an item is incorrect, damaged or defective, TMB Commerce LLC pays the reasonable return cost. We do not charge a restocking fee.

Can I return my order?

Yes, you can return your order within 30 days of receipt if you are not satisfied with your purchase. However, the following conditions must be met:

1. The item must be returned in its original condition, including all components, accessories, and packaging.
2. The product must show only normal handling; damage due to improper use is not eligible for return.
3. Hygiene-sensitive products must be thoroughly cleaned before being returned.
4. If an item arrives incorrect, damaged or defective, please contact us as soon as reasonably possible and include photographs where possible.
5. For a change of mind or an incorrectly selected size or color, the customer pays the direct return shipping cost to our warehouse in China. If an item is incorrect, damaged or defective, TMB Commerce LLC pays the reasonable return cost.

We reserve the right to reject returns if items appear to be used, damaged, or do not meet our return conditions.

How to Return Your Order

If your order meets the return conditions, please follow these steps:

1. Send an email to: info@elainenewyork.com
2. Include the following details:
   • Order number
   • Your name and the email address used for the order
   • Which item or items you want to return
   • Reason for return
   • Clear photographs, if the item is incorrect, damaged or defective and photographs are available

Once we receive your request, we will provide return instructions. Approved returns go to our warehouse at: Building 4, 4th Floor, 58 Baiye Road, Dongguan, Guangdong 523000, China. Phone: +86 19329021556. Do not send returns to the sender's address or to our Wyoming business address. Use a tracked shipping service and keep the receipt.

Please note: Returns can only be accepted after your package has been delivered.

It is not possible to return or recall a package while it is in transit.

Order Cancellation Policy

If you need to cancel or modify an order, please contact us promptly. We can do so only before processing or dispatch, and cannot guarantee a change after fulfillment has begun.

This is because our fulfillment system is fully synchronized with our warehouse partners. The moment an order is confirmed, it is automatically transmitted to our logistics network for processing, packaging, and dispatch preparation.

Once processing or dispatch has started, we may be unable to interrupt or reverse the order.

We understand this may be inconvenient, but this system ensures that all inventory and tracking information remain accurate and traceable throughout the entire fulfillment process.

Refunds

Within 10 business days after a returned item is received at our warehouse, we will inspect it, notify you of the outcome and issue any approved refund using the original payment method, unless otherwise agreed. Your bank or payment provider may need additional time to show the credit.

All returns must be sent to our central warehouse.

For voluntary returns due to a change of mind or an incorrectly selected size or color, return shipping costs are paid by the customer. For a valid claim involving an incorrect, damaged or defective item, TMB Commerce LLC pays reasonable return costs. Contact us before shipping so that we can arrange a suitable method or confirm reimbursement.

For any further questions, feel free to contact our customer service team at info@elainenewyork.com.

Consumer rights and store operator

Nothing in this policy limits rights or remedies that cannot be waived under applicable consumer-protection law. Elaine New York is operated by TMB Commerce LLC (Wyoming Entity ID: 2026-001956816), 30 N Gould St Ste R, Sheridan, WY 82801, United States. Email: info@elainenewyork.com.