Return Policy
At Elite Studio USA, we want you to feel confident when you buy physical products (like apparel and merch) and when you book our creative services (logo, branding, web, etc.). This policy explains when and how you can request a return, exchange, or refund, and what is and isn’t eligible.
Scope of this Policy
• Physical products: apparel, merchandise, prints, accessories, and any tangible items shipped to you.
• Digital items: downloadable files (e.g., logo files, templates), delivered electronically.
• Services: custom design, branding, web design, strategy, revisions, and consulting.
General Eligibility Windows
• Physical products (U.S. orders): return or exchange within 30 days of delivery.
• Physical products (international): return or exchange within 45 days of delivery.
• Defective, damaged, or incorrect item: report within 7 days of delivery for fastest resolution.
• Digital items: non-refundable once delivered or accessed.
• Services: refundable only before concept delivery or as explicitly stated in your proposal/contract; once initial concepts or work assets are delivered, fees are non-refundable.
Conditions for Physical Product Returns
To be eligible, your item must be:
• Unworn, unwashed, and undamaged, with tags (if applicable).
• In original packaging (where applicable).
• Free from odors, stains, pet hair, or alterations.
• Accompanied by proof of purchase (order number or receipt).
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable / Non-Refundable Items
• Custom or made-to-order items (e.g., personalized prints, custom embroidery, special colorways).
• Final sale, clearance, or “as-is” items (marked on the product page at checkout).
• Gift cards and store credits.
• Digital downloads, templates, and delivered design files.
• Services after concepts or deliverables have been shared.
• Bulk orders (10+ units) unless defective or incorrect.
Wrong Size / Fit (Apparel & Merch)
• One-time size exchange is permitted within the eligibility window if stock is available.
• If the requested size is out of stock, you may choose a different style of equal value or request a refund (excluding original shipping).
Defective, Damaged, or Incorrect Items
• Contact us within 7 days of delivery with photos of the product, box/packaging, and shipping label.
• We will repair, replace, or refund at our discretion.
• For shipping damage, keep all packaging until your claim is resolved.
How to Start a Return (RMA)
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Email design@elitestudiousa.online with your order number, the item(s) you want to return, and the reason.
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We’ll reply with an RMA number and instructions.
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Pack items securely and include your RMA number inside the box.
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Ship the package using a trackable service to the address we provide in the RMA email.
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Keep your tracking number; we are not responsible for returns lost in transit without proof of delivery.
Return Shipping Costs
• U.S. returns for size exchange or store credit: we provide a prepaid label (deducted from refund if you choose refund to original payment).
• U.S. returns for refund to original payment: return label cost is deducted from the refund unless the item is defective/incorrect.
• International returns: customer pays return shipping unless the item is defective/incorrect.
• Original shipping fees are non-refundable, except where required by law or if we made an error.
Restocking Fee
• We may apply up to a 10% restocking fee on returns that show signs of excessive handling or missing packaging.
• No restocking fee on exchanges, store-credit returns, or defective/incorrect items.
Refunds (Physical Products)
• Once your return is received and inspected, we’ll notify you of approval or rejection within 5–7 business days.
• Approved refunds are issued to the original payment method within 5–10 business days (your bank/issuer may take longer).
• If you prefer, we can issue store credit for faster reuse on our site.
Late or Missing Refunds
• If you haven’t received a refund after the timeframes above, first check with your bank or card issuer.
• Then contact us at returns@elitestudiousa.online and include your order number and RMA.
Exchanges
• Fastest method: place a new order for the replacement item and return the original for a refund.
• Or request an exchange in your RMA email; we’ll hold replacement stock for 7 days after issuing your RMA.
Bundles & Kits
• Items sold as bundles must be returned as a complete set to be eligible for a refund.
• Partial returns may qualify for partial credit at our discretion.
Gifts
• If the item was marked as a gift and shipped directly to you, you may receive store credit for the value of your return upon approval.
• If the gift giver had the order shipped to themselves, we will refund the original purchaser.
Order Cancellations
• Physical product orders can be canceled within 1 hour of purchase if not yet fulfilled.
• Custom items, bulk orders, or expedited shipments may not be cancelable once processing begins.
• For services, see “Refunds for Services” below.
Preorders / Backorders
• Estimated ship dates are provided on the product page or at checkout and are subject to change.
• You may cancel a preorder for a full refund before it ships. Once shipped, standard return terms apply.
International Shipments (Customs & Duties)
• Customs duties, VAT, and import taxes are the buyer’s responsibility and are non-refundable.
• If a package is refused due to fees and returned to us, we will refund the product price minus original shipping and any carrier return fees.
Refunds for Services (Design, Branding, Web)
• Deposits/Retainers: refundable before we start work; once we begin, deposits become non-refundable.
• After Concept Delivery: once initial concepts, drafts, or files are delivered, fees are non-refundable; we will continue working within the included revisions of your package.
• Rush Fees & Third-Party Costs: non-refundable (e.g., fonts, stock assets, plugins, printing).
• Scope Changes: additional work is billed separately per our current rate card or an approved change order.
• For questions on service terms, email hello@elitestudiousa.online with your project reference.
Digital Products
• All digital downloads (templates, source files, guides) are final sale due to the nature of the files.
• If a file is corrupted or inaccessible, contact support@elitestudiousa.online within 7 days and we’ll re-issue access or provide a functional file.
Chargebacks & Disputes
• Please contact us first at support@elitestudiousa.online so we can resolve issues quickly.
• Filing a chargeback without first contacting us may delay your resolution; we provide carriers’ proof of delivery and service logs to your bank if a dispute is opened.
Warranty (Physical Products)
• We offer a 30-day workmanship warranty against manufacturing defects on apparel and merch.
• This does not cover normal wear and tear, improper care, or accidental damage. Follow the care instructions on the label.
Abuse Prevention
We monitor excessive returns and reserve the right to refuse service or close accounts that exhibit return abuse, fraud, or policy misuse.
How to Contact Us (Returns & Support)
• Returns & exchanges: returns@elitestudiousa.online
• Order support: support@elitestudiousa.online
• General inquiries: hello@elitestudiousa.online
• Website: https://elitestudiousa.online
Business hours: Monday–Friday, 9:00–5:00 MT (Colorado, USA). Response times may vary during holidays or peak periods.
Governing Law
This policy is governed by the laws of the State of Colorado, USA. Any disputes will be handled under Colorado law and venue.
Policy Updates
We may update this Return & Refund Policy from time to time. Changes take effect when posted on this page with the updated date above.