Refund and Return Policy

Effective Date: July 20th, 2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Elite Rec Room website located at eliterecroom.com ("Website").

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team

  • Email: support@eliterecroom.com
  • Phone: +1-319-432-0974
  • Address: Elite Rec Room | 5249 North Park Place NE, Unit 2064 | Cedar Rapids, IA, United States
  • Hours: Monday–Friday, 9 AM - 5 PM EST

3. Return Eligibility

Customers in the United States have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it
  • Original Packaging: The item must be in the original packaging, with all labels and tags attached
  • Proof of Purchase: A receipt or proof of purchase is required

4. Return Process

4.1 Initiating a Return

  • Contact Customer Service: Email us at support@eliterecroom.com or call +1-319-432-0974 within 14 days of receiving your order
  • Provide your order number and a detailed reason for the return
  • Return Authorization: After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label

4.2 Preparing Your Return

  • Package the Item Safely: Securely pack the item in its original packaging. Ensure all accessories, manuals, and free gifts are included
  • Include Documentation: Include the return authorization form and any necessary supporting documents or images
  • Attach Shipping Label: Download and print the return shipping label provided in our email. Affix the label to the outside of the package

4.3 Shipping the Return

  • Shipping Method: Use a trackable courier service to ensure safe delivery
  • Return Window: The item must be shipped within 7 days of receiving the return authorization

5. Return Shipping Costs and Insurance

  • Customer Responsibility: All return shipping costs are the responsibility of the customer, except in cases of defective, damaged, or incorrect products (see Section 6.2 and 6.3)
  • Shipping Insurance: For returns due to change of mind, customers must arrange and pay for shipping insurance to protect against loss or damage during transit. For defective, damaged, or incorrect items, the seller covers and arranges shipping insurance

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Eligibility: Items must be unused, undamaged, and in original packaging. Return request must be made within 14 days of receipt
  • Refund: Issued to the original payment method, minus a restocking fee of 25% to 30% that may apply
  • Exception: No restocking fee if the return is due to product fault, damage, or our error

6.2 Defective or Damaged Goods

  • Notification: Contact us within 72 hours of receiving the item
  • Documentation: Provide photos or videos of the defect or damage
  • Resolution: Replacement or full refund, including return shipping and insurance

6.3 Incorrect Product Received

  • Notification: Inform us immediately upon receipt
  • Resolution: We arrange for the incorrect item to be returned (at our expense) with shipping insurance, and ensure you receive the correct product

6.4 Product Never Arrived

  • Notification: Contact us if your product does not arrive within the estimated delivery time
  • Resolution: We will investigate with the carrier and offer a full refund or replacement if confirmed lost

6.5 Order Cancellation

  • Before Shipment: Cancel for a full refund if not yet shipped
  • After Shipment: Follow return procedure after receiving the product

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable

  • Custom or Personalized Products
  • Perishable Goods (food, flowers, newspapers, or magazines)
  • Intimate or Sanitary Goods (underwear, swimwear, personal care items unless unopened and unused)
  • Gift Cards and Downloadable Software Products

8. Refunds

8.1 Refund Conditions

  • Approval: Refunds issued after receiving and inspecting the returned item
  • Notification: Email confirmation of approval or rejection
  • Condition: Items must meet return eligibility in Section 3

8.2 Refund Processing

  • Method: Original payment method
  • Time Frame: Within 14 days of receiving and inspecting the item, plus 5–10 business days for funds to appear in your account

8.3 Partial Refunds

  • Condition Issues: Items not in original condition, damaged, or missing parts not due to our error
  • Late Returns: Items returned more than 14 days after delivery

9. Exchanges

  • Eligibility: We replace items if defective, damaged, or incorrect
  • Process: Contact us at support@eliterecroom.com
  • Shipping Costs: Covered for defective or incorrect items; customer responsible for change of mind

10. Timelines

  • Return Window: Report and ship returns within 14 days of receiving the product
  • Refund Processing: Within 14 days of receiving and inspecting the item, plus 5–10 business days for funds to appear in your account

11. Legal Rights

This policy does not affect statutory rights under applicable law. Restocking fees apply only for non-fault returns and are disclosed to customers

12. Questions and Support

Email: support@eliterecroom.com

Phone: +1-319-432-0974
By purchasing on our Website, you agree to this Return and Refund Policy
Elite Rec Room
support@eliterecroom.com
+1-319-432-0974
5249 North Park Place NE, Unit 2064 | Cedar Rapids, IA, United States