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At Elena's Tank, every situation is a little different, so we handle returns personally rather than with a one-size-fits-all form. Here's how it works, and a few conditions that keep the process fair for everyone.
Please get in touch before sending anything back. Email our team at contact@elenatank.com with your order number and a few details about what's happened, and we'll talk you through the options available to you. Returns need to be approved by our team first, so we can make sure everything's logged and sorted the right way. Items sent back without prior approval can't be accepted or refunded.
Once we've heard from you, we'll recommend the best way forward for your particular case, whether that's our 90-Day Fit Guarantee, a replacement, a refund, or something else that suits you. To help us resolve things quickly, we may ask for a photo of the item, especially where there's a fault or damage. Our goal is always the outcome that works best for you, with as little hassle as possible.
So we can help, a few things to keep in mind:
If something isn't right with your order, we'll always do our best to put it right. Here's how refunds work.
As we provide a complimentary replacement for sizing issues through our 90-Day Fit Guarantee, refunds are generally not offered for incorrect sizing. Keep your original tank and we'll send the right size, with nothing to post back.
If your order arrives damaged or faulty, email us within 90 days of delivery at contact@elenatank.com with your order number, a photo of the problem, and a quick description. Once we've confirmed the issue, we'll send a free replacement or sort a refund right away, and in most cases there's no need to return the item.
If what you received is significantly different from what you ordered, such as the wrong size, color, or style being sent, email us within 90 days of delivery with your order number and a clear photo showing the difference. Once we've reviewed it and confirmed the item doesn't match your order, we'll make it right with a replacement or refund.
Where a refund applies, we'll process it to your original payment method. We're not able to refund to a different card or account. Refunds are typically processed within 5 to 10 business days, and depending on your bank it may take a few extra days to appear on your statement.
