Refund policy
Our Commitment
We stand behind every product sold on EleksTube.com. If something isn't right, we'll make it right — whether that's a replacement, a repair, or a refund.
This policy applies only to purchases made directly at www.elekstube.com — the official EleksMaker online store. Products purchased from Amazon, other marketplaces, or unauthorized resellers are not covered under this policy. For more information, see our Official Product Authenticity page.
14-Day Return Window
You may request a return or exchange within 14 days of receiving your order. To be eligible:
- The item must be in its original, unused condition with all packaging and accessories
- Items showing signs of use, scratches, or damage caused after delivery are not eligible
- Contact us within 14 days of delivery with your order number, a description of the reason, and photos of the item and packaging
Returns requested more than 14 days after delivery, or more than 45 days after the order was shipped, are not eligible for a refund or exchange.
Product Defects & Quality Issues (Our Responsibility)
If you receive a damaged, defective, or incorrect item, please contact us within 14 days of delivery with:
- Your order number
- Photos or a short video clearly showing the issue
- A brief description of the problem
We will respond within 2 business days with a resolution. Depending on the nature of the issue, we will offer one of the following:
| Issue Type | Resolution | Return Required? |
|---|---|---|
| Minor cosmetic or functional issue | Partial refund | No — keep the product |
| Significant defect affecting usability | Free replacement unit shipped to you | No — keep or dispose of the defective unit |
| Wrong item sent / missing components | Correct item or missing parts shipped immediately | No |
| Dead on arrival / non-functional | Full refund or replacement (your choice) | May be required — we cover all return shipping costs |
For quality issues that are our responsibility, you will never be charged for return shipping. If a return is needed, we will provide instructions and cover the cost.
Change of Mind Returns (Your Responsibility)
If the product is functioning correctly but you've changed your mind, we understand — and we're happy to accept the return under the following terms:
- Return shipping: You are responsible for shipping the item back to our return center in Japan. International return shipping costs vary by country and carrier; we recommend using a tracked service.
- Restocking fee: A 15% restocking fee will be deducted from your refund to cover inspection, repackaging, and processing.
- Condition: The item must arrive in original, unused condition with all packaging and accessories intact.
Return address:
EleksMaker, Inc.
Kobayashi Building 303, 1-13-13 Takenotsuka
Adachi-ku, Tokyo 121-0813, Japan
Please contact us at support@elekstube.com before shipping anything back — we need to issue a return authorization and provide any special instructions.
Important Note for Products with Built-in Batteries
Several EleksMaker products (including the IPS PR1, PR2, PR3, PRO series and TF05 Pro) contain built-in lithium-ion batteries. International return shipments of lithium battery products are subject to IATA Dangerous Goods shipping regulations. When returning these items:
- Use a carrier that accepts lithium battery shipments (most major carriers do, but check first)
- The product must be powered off and properly packaged to prevent short circuits
- Do not ship a product with a visibly damaged or swollen battery — contact us for special handling instructions
12-Month Limited Warranty
All products purchased from EleksTube.com are covered by a 12-month limited warranty from the date of delivery. This warranty covers:
- Manufacturing defects in materials or workmanship
- Hardware malfunctions under normal use (display failure, connectivity issues, power faults)
- Firmware-related issues caused by official OTA updates
The warranty does not cover:
- Physical damage from drops, impacts, liquid exposure, or misuse
- Damage caused by unauthorized modifications, third-party firmware, or disassembly
- Normal wear and tear (minor surface scratches, cable fraying, etc.)
- Products purchased from unauthorized resellers or third-party marketplaces
To file a warranty claim, contact support@elekstube.com with your order number and evidence of the issue. We will troubleshoot remotely first — many issues can be resolved with a firmware update or configuration change. If the product needs to be replaced, we will ship a replacement at no cost.
Refund Processing
- Approved refunds are issued to the original payment method within 7–14 business days of receiving and inspecting the returned item (if a return was required)
- For resolutions that don't require a return (partial refunds, replacements), processing begins within 2 business days of approval
- Your bank or credit card provider may take additional time to post the refund to your account — please allow up to 5 additional business days before contacting us
Exchanges
If you would like to exchange your item for a different model or variant, please contact us with your order number and preferred replacement. 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 cancel your order at any time before it has been dispatched. Contact us as soon as possible with your order number. Once the order has been shipped, cancellation is no longer possible — please initiate a return after receiving the item instead.
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 only after the carrier officially confirms the loss.
- Damaged in transit: If the outer packaging is visibly damaged on arrival, take photos before opening and contact us immediately. We will arrange a replacement.
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.