Refund policy

Our Commitment

We stand behind every product sold through our direct storefront at elekstube.com. If something isn't right, we'll review the issue and provide an appropriate repair, replacement, or refund under this policy and applicable law.

This policy applies only to purchases made through the official EleksMaker direct storefront at elekstube.com. Products purchased from Amazon, other marketplaces, or unauthorized resellers are governed by the seller or marketplace policy. For more information, see our Official Product Authenticity page.

Mandatory consumer rights in your country or region take priority where they provide additional protection, a longer remedy period, or a different refund/return rule.

Effective September 2, 2026: These terms apply to orders placed on or after this date. We do not add fees retroactively or reduce rights for earlier orders; those orders remain governed by the terms disclosed at purchase, any written resolution already confirmed by EleksMaker, and mandatory local law.

30-Day Voluntary Return Window

You may request a voluntary return or exchange within 30 calendar days of delivery. To request one, contact us with:

Your order number
The product(s) you want to return
Whether the request is for a change of mind or a product problem
A brief description and, when relevant, photos or a short video of the item and packaging

For a voluntary change-of-mind return, the product should be in its original condition with all included parts, accessories, and packaging, subject to any inspection and handling rights provided by applicable law. Do not send a return before receiving an RMA and our shipping instructions.

Requests made more than 30 calendar days after delivery are not eligible for this voluntary return or exchange program. This limit does not reduce the separate 12-month limited commercial warranty or any longer remedy period required by mandatory local law.

Fees by Market and Return Reason

The return route, shipping responsibility, and refund calculation depend on the destination market and the reason for the return:

Return route	Return shipping	Restocking fee	Original shipping
United States and other locations where no mandatory rule provides otherwise: voluntary change of mind within 30 days	Customer ships the item to Japan using a tracked service	15% of the returned item price actually paid after discounts, excluding shipping and taxes, where permitted by law	Separately paid original shipping and express/priority upgrades are non-refundable
EU statutory withdrawal within 14 days of delivery	Customer pays the direct return cost only when that cost was disclosed before purchase; otherwise EleksMaker will follow the applicable legal rule	No automatic restocking fee. Any reduction may only reflect legally permitted loss in value caused by handling beyond what is reasonably necessary to establish the product's nature, characteristics, and functioning	Refund includes the standard delivery cost paid. Any extra cost for a faster service is not refundable unless required by law
EU days 15–30: additional voluntary return after the statutory withdrawal period	Customer ships the item to Japan using a tracked service	No automatic restocking fee under our EU 30-day return rule. A deduction may apply only for a legally permitted loss in value supported by the returned condition	Separately paid original shipping and express/priority upgrades are non-refundable
Accepted defective, damaged-in-transit, or incorrect-item claim	EleksMaker provides a prepaid method or approves reasonable return postage in advance	No change-of-mind restocking fee	Handled as required by law or as confirmed in the resolution; we do not charge return shipping for an accepted claim

If a mandatory law in another market provides more favorable terms, that law applies. We will confirm the applicable route and any estimated deduction before issuing an RMA.

Voluntary Change-of-Mind Returns

For the United States and other locations where mandatory law does not provide a different rule, a functioning product may be returned within the 30-day window if you have changed your mind.

Return shipping: You are responsible for shipping the item to our return center in Japan. Use a tracked service and keep the receipt and tracking information.
Restocking fee: Where permitted by applicable law, we deduct 15% of the returned item price actually paid after discounts. Shipping and taxes are excluded from this calculation. The fee does not apply to an accepted defective, damaged, or incorrect-item claim.
Original shipping: Separately paid original shipping and express/priority upgrades are non-refundable for a change-of-mind return.
Condition: The item should arrive with all included accessories and packaging. If handling causes a legally permitted reduction in value, we will explain the basis before applying it.

EU Statutory Withdrawal

Customers in the European Union may have a statutory right to withdraw from a distance contract within 14 days after delivery without giving a reason. This legal right is separate from our additional voluntary days 15–30 return program.

For a statutory withdrawal, we refund the payments required by applicable law, including the cost of the least expensive standard delivery option offered at checkout. The customer pays the direct return cost only where we disclosed that responsibility before purchase. No automatic 15% restocking fee applies to the statutory withdrawal period.

For our additional voluntary EU return period on days 15–30, the customer ships the item to Japan using a tracked service and separately paid original or express shipping is non-refundable. No automatic restocking fee applies under our EU 30-day return rule.

To submit an EU statutory withdrawal electronically, email support@elekstube.com before the deadline with the subject “Withdrawal request.” Include your name, order number, the products covered, and a clear statement that you are withdrawing from the contract. We will acknowledge receipt by email. Keep your sent email and our acknowledgement for your records.

For a statutory withdrawal, we reimburse all payments due without undue delay and no later than 14 days after receiving the withdrawal notice. Where permitted by law, we may withhold reimbursement until the returned goods arrive or the customer provides evidence that they have been sent, whichever occurs first. Once that withholding basis ends, we issue the reimbursement without undue delay; the general 10-business-day timeline below does not restart. Any handling-based reduction must be supported by the returned condition and applicable law.

Product Defects, Damage, and Incorrect Items

If a product is defective, damaged in transit, or incorrect, contact us promptly after discovering the issue with:

Your order number
Photos or a short video clearly showing the issue and, when relevant, the packaging
A brief description of what happened and what you expected

We may ask for reasonably available information and simple, safe checks that help us identify the issue. We will not require unsafe disassembly, repeated troubleshooting, or firmware installation as a condition of exercising a statutory return or remedy. Do not ship the product until we provide an RMA and return instructions.

After reviewing the information, we may offer a repair, replacement, full refund, partial refund, or another remedy required or permitted by applicable law. For an accepted defect, damage, or incorrect-item claim:

No change-of-mind restocking fee applies.
EleksMaker will provide a prepaid return method or approve reasonable return postage in advance when a return is needed.
We will tell you whether the item must be returned or may be kept, recycled, or disposed of safely.

If inspection cannot verify the reported issue, we will explain the inspection result and the applicable return route before applying any change-of-mind fee.

Orders Containing Multiple Products

Each returned product is classified separately. For example, an accepted defect claim for one product is not charged a restocking fee, while a functioning product returned only because of a change of mind may be subject to the applicable return shipping and market fee, if any. The 15% fee applies only to eligible U.S. and other non-EU returns; the EU return rule uses 0%. If only part of an order is returned, any original shipping refund or non-refundable amount will be allocated by item and explained before the RMA is finalized.

Products may be packed together only when our RMA instructions approve it. Do not combine separate RMAs or ship items to a different address without written instructions.

RMA and Return Shipping Instructions

Please contact us at support@elekstube.com before shipping anything back. We will issue an RMA and confirm the destination, approved shipping method, and any product-specific instructions.

Use a shipping service with tracking and retain the receipt until the refund is posted.
Do not ship cash on delivery (COD) or require EleksMaker to pay charges on delivery.
Complete customs documents accurately. Describe the actual products and actual declared value required by the carrier, and use “Returned Goods” or “Warranty Return” only when it truthfully describes the shipment.
Reply with the carrier name and tracking number after shipment.

Return address:
EleksMaker
Ocean Coast Kugenuma Kaigan 105
3-8-25 Kugenuma Kaigan, Fujisawa-shi
Kanagawa 251-0037, Japan
Phone: +81-70-8984-1176

Japanese address for carrier forms:
〒251-0037
神奈川県藤沢市鵠沼海岸3丁目8-25
オーシャンコースト鵠沼海岸105
EleksMaker

Products with Built-in Batteries

Some EleksMaker products contain built-in lithium-ion batteries. International returns of lithium battery products are subject to carrier and IATA dangerous-goods rules.

Use a carrier that accepts the relevant lithium battery shipment and follow its packaging requirements.
Power the product off and package it to prevent short circuits.
Do not ship a visibly damaged or swollen battery. Contact us for special handling instructions.

Inspection and Refund Timing

We will record and inspect a returned package within 3 business days of delivery to our return center, subject to carrier scan and any missing contents.
For an approved refund outside a shorter mandatory deadline, we will initiate the refund to the original payment method no later than 10 business days after receiving the returned goods.
If the package is incomplete, damaged, or requires additional information, we will notify you within the inspection period and explain the next step.
Your bank or card provider may take additional time to post the refund.

12-Month Limited Commercial Warranty

Products purchased directly through elekstube.com include a 12-month limited commercial warranty from the date of delivery. It covers manufacturing defects in materials or workmanship, hardware malfunctions under normal use, and firmware-related issues caused by official updates.

This commercial warranty does not reduce mandatory consumer rights. EU consumers generally have a minimum two-year legal guarantee for faulty goods, and national law may provide additional protection.

The warranty does not cover physical damage from drops, impacts, liquid exposure, or misuse; unauthorized modification, disassembly, repair, or third-party firmware; normal wear and tear; or products purchased from unauthorized sellers. See our Warranty Information page for the claim process.

Exchanges

If you would like to exchange an item for a different model or variant, contact us within the applicable return or legal remedy period. Exchanges are subject to stock availability. If there is a price difference, we will arrange a partial refund or additional payment as needed.

Order Cancellation

You may request cancellation before an order is dispatched. Once an order has shipped, contact us after delivery to use the applicable return or statutory withdrawal process. Mandatory local law always prevails.

Shipping Irregularities

If your package is lost, significantly delayed, or arrives with visible external damage:

Lost packages: If tracking shows no update for 15+ business days (standard) or 7+ business days (express), contact us. We will file a claim with the carrier. Refunds or replacements for lost packages are processed after the carrier officially confirms the loss, unless applicable law requires otherwise.
Damaged in transit: If the outer packaging is visibly damaged on arrival, take photos before opening and contact us promptly. We will review the evidence and arrange the appropriate remedy.

For full details on shipping timelines and responsibilities, see our Shipping Policy.

Contact Us

For all return, refund, warranty, and exchange inquiries:
Email: support@elekstube.com
We typically respond within 24 hours on business days.