Refund & Return Policy

Our policies for returns, refunds, and disputes for physical products and digital services.

Last Updated: February 1, 2026

At Eleven Digital Global Ltd, we want you to be completely satisfied with your purchase. This policy outlines the terms and conditions for returns, refunds, and disputes for both physical products and digital services.

Physical Products - Return Policy

30-Day Return Window

You may return most physical products within 30 days of delivery for a full refund or exchange, provided the following conditions are met:

  • The item is unused and in its original condition
  • The item is in its original packaging with all tags attached
  • You have the original receipt or proof of purchase
  • The item is not a final sale or non-returnable item (as marked at purchase)

Return Process for Physical Products

To initiate a return:

  • Step 1: Contact our customer support at jiangyongxu1208@gmail.com with your order number and reason for return
  • Step 2: Receive a Return Merchandise Authorization (RMA) number and return instructions
  • Step 3: Pack the item securely in its original packaging
  • Step 4: Ship the item to the address provided using the shipping method specified
  • Step 5: Once received and inspected, your refund will be processed

Return Shipping Costs

  • Defective or Damaged Items: We will cover return shipping costs
  • Change of Mind: Customer is responsible for return shipping costs
  • Wrong Item Sent: We will cover return shipping costs and expedite the correct item

Non-Returnable Items

The following items cannot be returned:

  • Items marked as "Final Sale" or "Non-Returnable"
  • Personalized or customized products
  • Items that have been used, damaged by the customer, or altered
  • Intimate or sanitary goods
  • Hazardous materials

Digital Products & Services - Refund Policy

Software and Digital Downloads

Due to the nature of digital products, refunds are handled on a case-by-case basis. Generally, we offer refunds for digital products if:

  • The product does not function as described
  • You have not downloaded or accessed the product
  • Technical issues prevent you from using the product (and our support team cannot resolve them)
  • Request is made within 14 days of purchase

Subscription Services (SaaS)

For monthly and annual subscription services:

  • Monthly subscriptions may be cancelled at any time; see our Cancellation Policy
  • Refunds for monthly subscriptions are available within 7 days of initial purchase
  • Annual subscriptions may receive a prorated refund within 30 days of purchase
  • No refunds after the specified refund periods

Refund Process

Processing Time

  • Physical Products: Refunds are processed within 5-10 business days after we receive and inspect the returned item
  • Digital Products: Refunds are processed within 3-5 business days after approval

Refund Method

Refunds will be credited to the original payment method used for the purchase. Please note that depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear on your statement.

Dispute Resolution

If you have a dispute regarding a charge or purchase, we encourage you to contact our customer support team first. We are committed to resolving issues fairly and promptly.

  • Email: jiangyongxu1208@gmail.com
  • Phone: +14153756688
  • Response Time: We aim to respond to all disputes within 24-48 hours

If we cannot resolve your issue directly, you may escalate the dispute through your payment provider (PayPal, Stripe, or your credit card company).

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately with:

  • Your order number
  • Photos of the damaged/defective item
  • Description of the issue

We will arrange for a replacement or full refund at no additional cost to you.

Exchanges

We are happy to exchange items for a different size, color, or product of equal value. To request an exchange, follow the same process as a return and indicate that you would like an exchange rather than a refund.

Contact Us

If you have any questions about our Refund & Return Policy, please contact us:

  • Email: jiangyongxu1208@gmail.com
  • Phone: +14153756688
  • Contact Form: Contact Page