Return & Refund Policy

Thank you for shopping on our website. To ensure a smooth shopping experience, please read this Cancellation, Return, Exchange & Refund Policy carefully before placing an order.

This policy applies to products purchased directly from our official website, including but not limited to smart toilets, toilet seats, bathroom vanities, sinks, basins, and other bathroom-related products.

1. Order Cancellation Policy

1.1 Order Cancellation Conditions

Orders may be cancelled before they are shipped.

Once an order has been shipped, handed over to the carrier, or assigned a tracking number, it can no longer be cancelled directly. In such cases, you may request a return or exchange after receiving the product in accordance with this policy.

1.2 How to Request Order Cancellation

To request cancellation, please contact our official customer service team by email or phone as soon as possible and provide the following information:

Order number;

Customer name;

Contact information;

Product name or model number;

Reason for cancellation.

1.3 Order Cancellation Processing Time

We will review your cancellation request and respond within 2 business days after receiving it.

If the order has not been shipped and the cancellation request is approved, we will arrange a refund for you.

1.4 Refund Time After Cancellation

Once the cancellation request is approved, the refund will be issued to your original payment method. We usually initiate the refund within 3–7 business days. The actual time for the funds to appear in your account depends on your bank, credit card company, or payment provider.

2. Return & Exchange Policy

2.1 Return and Exchange Period

You may request a return or exchange within 30 days from the date of delivery, provided that the product meets the return or exchange conditions.

Orders delivered more than 30 days ago are no longer eligible for return or exchange. If the product has a quality issue, we will provide repair service, replacement parts, technical support, or other after-sales support in accordance with our after-sales policy.

2.2 Return and Exchange Conditions

To be eligible for a return or exchange, the product must meet all of the following conditions:

The product has not been installed or used;

The product has not been connected to water, electricity, or any other installation interface;

The product has no scratches, damage, stains, or signs of use;

The original packaging, manuals, accessories, installation parts, remote control, power cord, and other included items are complete;

The product remains in its original condition and does not affect resale;

The return or exchange request is submitted within 30 days after delivery;

The customer has contacted our official customer service team in advance and received return or exchange approval.

For products involving hygiene or installation, such as smart toilets and toilet seats, once the product has been installed, used, connected to water or electricity, or shows obvious signs of use, returns or exchanges for personal reasons will not be accepted unless the issue is confirmed to be a product quality problem.

2.3 Situations Eligible for Return

Returns may be requested in the following situations:

The product has not been installed or used, and the customer no longer wishes to keep it for personal reasons;

The customer purchased the wrong model, and the product has not been installed or used and does not affect resale;

The product received is different from the order;

The product was seriously damaged during shipping, and the customer provides valid photo or video proof within the required time;

The product has a confirmed quality issue that cannot be resolved by replacement parts or after-sales guidance.

2.4 Situations Eligible for Exchange

Exchanges may be requested in the following situations:

The wrong product was received;

The product was damaged during shipping and affects normal use;

The product has a confirmed quality issue;

The product is missing key parts that cannot be resolved by sending replacement parts;

The customer purchased the wrong model, but the product has not been installed or used and does not affect resale.

If the issue can be resolved by sending replacement parts, providing remote guidance, or offering a repair solution, we may prioritize replacement parts or after-sales support instead of a full product exchange.

2.5 Non-Returnable and Non-Exchangeable Situations

Returns or exchanges will not be accepted in the following situations:

More than 30 days have passed since delivery;

The product has been installed, used, connected to water, or connected to electricity;

The product is damaged due to improper installation, improper use, or improper handling by the customer;

The product has been disassembled, modified, repaired, or damaged by human factors;

The original packaging, accessories, manuals, or installation parts are missing;

The product has stains, scratches, damage, odor, or any other condition that affects resale;

The customer returns the product without contacting our official customer service team in advance;

The product is returned to the wrong address;

Clearance items, customized items, special-order items, or products clearly marked as “non-returnable” on the product page.

3. Information Required for Return or Exchange Requests

When requesting a return or exchange, please provide the following information:

Order number;

Customer name and contact information;

Product name and model number;

Reason for return or exchange;

Overall photos of the product;

Photos of the outer packaging;

Photo of the shipping label;

Clear photos or videos showing the issue;

Whether the product has been installed, used, connected to water, or connected to electricity;

For shipping damage, photos of the damaged packaging taken upon delivery or unboxing.

For shipping damage, wrong items, obvious damage, or similar issues, please contact us within 48 hours after delivery. We recommend that you inspect large items promptly upon receipt and keep all packaging materials.

4. Return & Exchange Process

Step 1: Contact Customer Service to Submit a Request

Please contact our official customer service team by email or phone and submit your return or exchange request along with the required supporting materials.

We will review your request and respond within 2 business days after receiving complete information.

Please do not return the product without receiving confirmation from our customer service team. Unauthorized returns may be refused or not processed.

Step 2: Customer Service Review and Solution Confirmation

After your request is approved, we will provide one of the following solutions depending on the situation:

Return and refund;

Exchange;

Replacement parts;

Partial refund;

After-sales repair or technical support.

If the product needs to be returned, our customer service team will provide the return address and return instructions. Please return the product according to the return address and recipient information confirmed by our customer service team.

Step 3: Customer Returns the Product

After receiving return approval, the customer should ship the product back within 7 days and provide a valid tracking number to our customer service team.

When returning the product, please ensure that:

The product is securely packaged to avoid damage during return shipping;

All accessories, manuals, and installation parts are included;

Do not write on, mark, or alter the product itself or the original packaging;

Use a trackable shipping method;

Keep the shipping receipt and tracking number.

If the product is damaged during return shipping due to improper packaging, the related loss may be borne by the customer.

Step 4: Exchange Shipment

For approved exchanges, we will arrange the exchange after receiving and inspecting the returned product, or after confirming the responsibility for the issue.

Exchange items are usually shipped within 3–7 business days after approval, and the new tracking number will be sent to you by email or SMS.

5. Return Address

The current return address is as follows:

Return Address:

140 N Orange Ave, City of Industry, CA 91744, USA

Recipient:

Patrick + MONOPY

To ensure that the returned package can be accurately identified and processed by the warehouse, customers must contact our official customer service team and obtain return approval before shipping any product back.

Please do not return any product without prior confirmation from our customer service team. Unauthorized returns, incorrect recipient information, returns sent to the wrong address, collect-on-delivery packages, or packages that cannot be identified by the warehouse may result in return failure, refund delays, or additional fees.

Please keep the tracking number and provide it to our customer service team after shipping the return so that we can follow up on the return status.

6. Return and Exchange Shipping Costs

Return and exchange shipping costs will be determined based on the reason for the return or exchange.

6.1 Shipping Costs Borne by the Customer

The customer is responsible for return or exchange shipping costs in the following situations:

The customer does not like or no longer wants the product;

The customer purchased the wrong model, size, color, or style;

The customer cancels an order for personal reasons after it has already shipped;

The customer provided an incorrect address, resulting in delivery failure or return;

The product has no quality issue, and the customer requests a return or exchange;

The issue is caused by the customer’s improper installation or use.

For exchanges due to customer reasons, the customer may be responsible for:

Return shipping costs;

Shipping costs for the replacement product;

Any price difference between products;

Reasonable fees caused by missing packaging, missing parts, or product condition affecting resale.

If the customer needs to pay reshipping fees or other fees, we will inform the customer of the amount and payment method before processing.

6.2 Shipping Costs Borne by Us

We will bear the return or exchange shipping costs in the following situations:

The wrong product was shipped;

The product received does not match the order information;

The product has a confirmed quality issue;

The product was damaged during shipping, and the customer provides valid proof within 48 hours after delivery;

Key parts are missing and the issue cannot be resolved by sending replacement parts.

If we confirm that we are responsible for the return shipping cost, we may provide a prepaid return label, or reimburse reasonable shipping costs paid by the customer in advance according to the method confirmed by our customer service team.

Additional costs caused by the customer’s choice of expensive shipping methods, expedited shipping, special handling services, or unauthorized expenses may not be reimbursed.

7. Refund Policy

7.1 Situations Eligible for Full Refund

A full refund may be issued in the following situations:

The order is successfully cancelled before shipment;

The returned product is inspected and confirmed to meet the return conditions;

The wrong product was received, and the customer chooses to return it;

The product has a serious quality issue that cannot be repaired, resolved with replacement parts, or exchanged;

The product was seriously damaged during shipping, and after responsibility is confirmed, the customer chooses to return it.

7.2 Situations Eligible for Partial Refund

A partial refund may be offered in the following situations:

The product has a minor defect that does not affect normal use, and the customer agrees to keep the product;

Non-critical parts are missing, and the customer agrees to compensation instead of replacement parts;

The returned product has incomplete packaging or missing parts, but we determine that it can still be processed;

The product has a minor cosmetic issue, and both parties agree to resolve the matter through a partial refund.

The partial refund amount will be determined based on the specific issue, product condition, and mutual agreement.

7.3 Refund Processing Time

After the returned product arrives at the designated warehouse, we will inspect it. Once the inspection is approved, we usually initiate the refund within 5 business days.

Refunds will be issued to your original payment method. The actual time for the funds to appear in your account is usually 3–10 business days, depending on your bank, credit card company, or payment provider.

7.4 What to Do If You Have Not Received a Refund

If you have received a refund confirmation but have not received the funds after the expected time, please follow these steps:

Check your original payment account or credit card statement;

Contact your bank or payment provider to confirm the processing status;

If you still cannot locate the refund, please contact our customer service team with your order number and payment information, and we will assist with the investigation.

8. Additional Notes

All return, exchange, and refund requests must be submitted to our official customer service team first.

We reserve the right to refuse or not process any return or exchange that has not been approved in advance.

Please keep the original packaging properly, especially for large items such as smart toilets, bathroom vanities, and sinks. Missing original packaging may affect your return or exchange request.

If the product is damaged during return shipping due to improper packaging by the customer, the related loss may be borne by the customer.

If additional costs such as storage fees, redelivery fees, address correction fees, refusal fees, return fees, or other fees are caused by the customer, the customer shall be responsible for such costs.

This policy applies only to orders purchased from our official website. For products purchased from other channels, please contact the original place of purchase.

9. After-Sales Contact Information

If you need to cancel an order, request a return, exchange, refund, or after-sales support, please contact us through the following methods:

Tel: 1-844-396-9711

Email: support@ellai.com

Return & Exchange Address:

Patrick + MONOPY

140 N Orange Ave, City of Industry, CA 91744, USA

Note:

All return and exchange requests must be submitted to and approved by our official customer service team in advance. We do not accept any returns or exchanges without prior application and confirmation.