Returns, Cancellations and Claims Policy

Effective date: July 28, 2026

This Policy separates change-of-mind requests from wrong-item, transit-damage, fitment, and defect claims. Nothing here removes rights that applicable law does not allow us to waive.

1. Order categories

• Stocked item: completed inventory available for ordinary sale.
• Standard made-to-order item: a standard ETi design manufactured after purchase without customer-specific design changes.
• Configured or personalized item: produced to customer-selected specifications that materially personalize the product.
• One-off custom work: design, tooling, development, or production for a specific customer or project.

The product page, quotation, approved specification, or order confirmation determines the category.

2. Cancellation before production commitment

Contact us immediately. Stocked items may generally be cancelled before dispatch. Standard made-to-order orders may be cancelled before production commitment where operationally possible. A production commitment occurs when non-recoverable materials are allocated or ordered, custom work begins, or the order enters manufacturing or finishing. If cancellation is approved after recoverable work has begun, documented non-recoverable costs may be deducted where permitted by law.

3. Personalized and custom orders

Configured, personalized, and one-off custom orders cannot normally be cancelled for change of mind after written approval or production commitment. This restriction does not apply to a wrong item, material nonconformity, verified defect, or a right that cannot legally be excluded.

4. Change-of-mind returns

Unless a product page or order confirmation says otherwise, ETi does not offer a general change-of-mind return for standard made-to-order, personalized, custom, installed, modified, painted, coated, drilled, trimmed, bonded, or used goods. Eligible stocked items may be returned only with written authorization, unused and complete, within the period stated on the product page or order confirmation. Where applicable law grants a withdrawal or cooling-off right, that right applies according to law.

5. Wrong item

If the delivered item is materially different from the confirmed order, notify us promptly and before installation or modification. We will review the order, photos, labels, and product. If confirmed, ETi will provide an appropriate correction, which may include replacement, repair, collection, or refund, and will cover reasonable return shipping where required.

6. Transit damage

Report visible transit damage within 48 hours of delivery whenever possible. Include photographs of the full item, damage, all packaging, outer carton or crate, and shipping label. Keep all packaging until the claim closes. The 48-hour request protects carrier evidence and does not extinguish mandatory rights.

7. Suspected manufacturing or material defect

Notify us as soon as reasonably possible, preferably within 7 calendar days for issues visible on delivery, and before installation, painting, coating, drilling, trimming, sanding, bonding, or continued use. Later-arising defects remain subject to the Limited Product Warranty and applicable law. Normal handcrafted variation is not a defect unless it materially departs from the written specification or impairs function or durability.

8. Fitment claims

Before modification, provide the vehicle chassis, year, trim, market, LHD or RHD status, relevant surrounding parts, installer details, full product photos, mounting-point photos, and measurements requested by ETi. A careful non-destructive dry fit is allowed. Do not force-fit, drill, cut, sand, bond, paint, or coat a disputed item unless ETi authorizes it in writing. We will distinguish normal professional installation work from material misfit or misdescription.

9. Non-returnable conditions

Except for valid mandatory claims, returns may be denied for installation damage, crash or track damage, misuse, improper storage, unauthorized repair, modification, ordinary wear, chemical exposure, heat damage outside the intended application, missing components, or return without authorization.

10. RMA required

No product may be returned without written authorization and an RMA or equivalent written instruction. The return destination varies by product and country. Do not send returns to a listed office, factory, warehouse, or showroom without specific instructions.

11. Claim evidence

Email nate@myeliteti.com with your name, order number, delivery date, description, vehicle details, installer details where relevant, full-item photographs, close-ups, packaging photographs for transit issues, and any requested measurements or video.

12. Inspection and remedies

After review, ETi may repair, replace, provide parts or technical assistance, reduce the price, issue store credit, or refund, depending on the issue and applicable law. Where law gives the customer the choice of remedy, that legal choice controls. Replacement timing may reflect made-to-order production requirements.

13. Return shipping and original charges

For change-of-mind returns, the customer is responsible for return shipping and non-refundable original expedited or freight charges unless law requires otherwise. For a confirmed wrong item, verified covered defect, or other ETi breach, ETi will cover reasonable standard return logistics where required. Duties, brokerage, and taxes are handled according to applicable law and the original shipping term.

14. Refund timing

Approved refunds are issued to the original payment method within 10 business days after final approval or returned-goods inspection, as applicable. Financial institutions may require additional posting time.

15. Exchanges

ETi does not operate an automatic exchange program. Where a different product is requested, we may authorize a return and separate replacement order. This does not limit replacement as a remedy for a valid claim.

16. Payment disputes

Contact us first so we can investigate. Nothing in this Policy unlawfully restricts a customer’s right to use a card-provider or statutory dispute process. We may submit order records, approvals, communications, QC evidence, tracking, and policy acceptance to respond accurately to a dispute.