Refund policy
Last Updated: June 13, 2026
At Elegenze, we want you to love what you wear. If something is not quite right, this policy explains how returns, exchanges, and refunds work. Elegenze is a brand operated by Gardashov LLC, and all returns are handled from the United States. Please read this policy carefully before requesting a return.
Return Window
You have 30 days from the date your order is delivered to request a return. Every return must be pre-authorized by our customer service team before you send anything back. Items shipped to us without prior authorization cannot be accepted, processed, or refunded, so please always contact us first.
Conditions for Returns
To be eligible for a return, items must be unworn, unwashed, and undamaged, in their original condition, with all original tags, labels, and packaging intact. Trying an item on to check the fit is perfectly fine. However, if our inspection reveals signs of wear, washing, alteration, odor, stains, or other damage, we reserve the right to reduce your refund accordingly or decline the return.
Non-Returnable Items
The following items cannot be returned or refunded: items marked as Final Sale or clearance, personalized or customized products, underwear, intimates, and swimwear where the hygiene seal or liner has been removed, and gift cards.
Return Shipping
Unless your item arrived damaged, defective, or incorrect, customers are responsible for all return shipping costs. We strongly recommend using a trackable, insured shipping method, as Elegenze cannot be held responsible for return parcels that are lost, delayed, or sent without tracking. Return shipping costs are non-refundable.
Return Address
Please send your return only to the address provided by our customer service team after your return has been approved. Returns sent to any other address cannot be received or processed.
How to Start a Return
Email us at support@elegenze.com with the following: your order number, the item(s) you wish to return, the reason for your return, clear photos (required for damaged, defective, or incorrect items), and your full name and shipping address. Our team will review your request and send return authorization and instructions within 1–2 business days (Monday–Friday).
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome by email. Approved refunds are issued to your original payment method within 5–10 business days of approval. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Exchanges
We offer free exchanges in the following cases: you received the wrong size, you received the wrong item, or your item arrived damaged or defective. Email us at support@elegenze.com and we will arrange the exchange at no extra cost to you.
Order Cancellations
You may cancel your order within 2 hours of placing it, provided it has not yet entered processing. Once an order has begun processing, it can no longer be cancelled. After your order is delivered, you may request a return in accordance with this policy.
Damaged, Lost, or Incorrect Orders
If your order arrives damaged, you receive the wrong item, or your package is lost in transit, please contact us within 7 days of delivery at support@elegenze.com with your order number and supporting photos. We will make it right with either a full replacement or a full refund — your choice.
Policy Updates
Elegenze reserves the right to update or modify this Returns and Refunds Policy at any time. Any changes take effect immediately upon publication on our website.
Contact and Customer Support
Elegenze, a brand operated by Gardashov LLC
25 SE 2nd Ave Ste 550 #996, Miami, FL 33131, United States
Phone: +1 (305) 810-4370
Email: support@elegenze.com
Support Hours
Monday – Friday: 9:00 AM – 6:00 PM EST
Saturday: 10:00 AM – 4:00 PM EST
Sunday: Closed
We aim to respond to all inquiries within 24–48 business hours.