Refund policy
Last updated: March 2026
1. Extended returns policy during the Christmas period
For purchases made between November 23 and December 25, we will accept return requests until January 10 inclusive.
The product must be located:
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Without using
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In perfect condition
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With its original packaging
2. Order cancellations
You can cancel your order if it has not yet been processed or shipped by requesting it via email to:
You will need to provide your order number (#XXXX).
If the cancellation is approved, you will receive a full refund to the same payment method.
Once the order has been prepared or handed over to the carrier, it cannot be cancelled and the standard return procedure must be followed.
3. Abandoned or not received orders
If an order cannot be delivered due to reasons attributable to the customer (for example, not being available at the indicated address, refusing delivery, not paying customs fees or not collecting the package within the deadline), the shipment will be returned to the origin warehouse.
In that case, Elitex Training will refund the price of the product minus return and handling fees:
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€7.99 for orders within the European Union
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€22.90 for orders destined for the Canary Islands, the United Kingdom or countries outside the EU
The original shipping costs will not be refunded either.
If the package is destroyed, abandoned, or not released by customs, no refund can be issued.
4. General return policy (14 days)
In accordance with European legislation, you can exercise your right of withdrawal within 14 calendar days after receiving the order, provided that:
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The product must not have been used or unsealed.
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Keep in its original packaging and in perfect condition
The return request must be processed through our returns portal.
5. Return costs depending on destination
| Destination | Return cost |
|---|---|
| Peninsula and Balearic Islands | €3.99 |
| Canary Islands | €22.99 |
| European Union (excluding Spain and Portugal) | €5.99 |
| United Kingdom and countries outside the EU | €22.99 (includes customs duties) |
6. Return procedure
Returns must be processed through our returns and exchanges portal:
https://elitextraining.outvio.com
From the portal you can:
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Request a refund or exchange
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Get the shipping label
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Follow the steps of the process
In some cases, we may request photographs of the product before approving the return.
Once the return has been authorized:
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The product must be shipped within a maximum of 14 calendar days.
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You must keep the package tracking number
Without a tracking number or proof of shipment, we will not be able to validate or process the return or refund.
7. Responsibility for return shipment
The customer is responsible for shipping the return until it is properly received at our facilities.
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We recommend always using certified or tracked shipping services.
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We are not responsible for returns deposited in mailboxes or sent without proof of delivery.
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In case of loss, misplacement or unverified delivery, the customer must manage the claim directly with the transport company.
The refund will only be issued once the product has been received and verified in our warehouse.
8. Products excluded from the right of return
We do not accept returns in the following cases:
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Customized products or products made to order (pre-order)
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Products that have been unsealed or are without their original packaging when it affects the hygiene or integrity of the item
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Used, damaged or unresalable products
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Items purchased in final clearance
Pre-order items are manufactured specifically for the customer and cannot be cancelled or refunded once confirmed.
9. Returns for defective or incorrect products
If you receive an incorrect or defective item, Elitex Training will assume all return or replacement costs.
You must report it through the returns portal or by mail to:
Enclosing:
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Product photographs
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Problem description
After verifying the issue, one of the following solutions will be offered:
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Free replacement
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Full refund (including shipping costs)
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Coupon valid for a future purchase
10. Refunds
Once the product is received, it will be inspected by our team.
If it meets the return conditions:
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The refund will be approved
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The refund will be issued to the same payment method used for the purchase.
The time it takes to see the refund reflected will depend on your bank or payment method (usually between 3 and 10 business days after confirmation).
If the return does not meet the established conditions, you will be notified by email and the product may be reshipped to the customer after payment of the corresponding shipping costs.
11. Returns Department
ELITEX ECOMMERCE, S.L.
Sargo Street 14
11510 Puerto Real (Cadiz) – Spain
12. Abuse of the returns policy
Elitex Training reserves the right to refuse returns or limit future purchases in cases where abusive or fraudulent use of the returns policy is detected, such as repeated returns of used products or requests that do not meet the established conditions.