Refund policy

Refund Policy 

Last updated: January 2026

We want you to love your order. If something arrives damaged or defective, we’ll make it right.

1) Damaged or defective items (all products)

If your item arrives damaged or defective, please email us within 30 days of delivery at info@elcohouse.com.

In your email, include your order number and a clear photo of the issue. Once reviewed, we’ll send a replacement or issue a refund, and we’ll cover the shipping for damaged/defective items.

2) Phone cases and desk mats (made-to-order)

Phone cases and desk mats are made just for you. Because of this, we can only accept a return or refund if the item is damaged or defective.

We can’t offer refunds or store credit for changes of mind, ordering the wrong size/model, or other non-defective reasons. Please double-check your device/model before ordering.

3) Kindle cases (stocked items)

Kindle cases can be returned within 30 days of delivery for store credit if the item is unused and in its original packaging.

Customers are responsible for return shipping costs.

4) Cancellations and order changes

Need to cancel or change something? Please email us within 1 hour of placing your order at info@elcohouse.com and we’ll do our best to help. After that, your order may already be in production and changes may not be possible.

5) Packages marked “Delivered”

If tracking shows “Delivered,” but you can’t find your package, please wait 24–48 hours (carriers sometimes scan early), then check around your delivery area and contact the carrier for help. Once a package is marked delivered, we typically can’t replace or refund it, so we recommend shipping to a secure address. Even if we can’t control the carrier, we’ll help you with the steps and info you need.

6) Questions

Email us anytime at info@elcohouse.com and include your order number for the fastest help.