Damages and Issues
If you receive a damaged product, please send an e-mail to the following address support@eitaiinst.com. To assist us in assessing the issue, kindly send pictures of the outer packaging and the product from various angles and distances. Please allow us up to 7 working days to file a claim with the carrier. For technical issues, our technical support will reply to you in 5 working days.
Upon approval, we will dispatch a brand new replacement. Your 100% satisfaction is of utmost importance to us.
We value your experience with EITAI.
30-Day Return Policy and 30-Day Money-Back Guarantee
We offer a 30-day return policy and a 30-day money-back guarantee on our products. From the date of receipt, you have 30 days to request a return of the ordered product.
Please note: During major events such as Black Friday or Christmas promotions, you will have only 15 days to request a return of the ordered product.
- Unused (unopened)
- Undamaged
- Original packaging retained
If the product is intact and undamaged, we will agree to accept the return and provide the corresponding return address. Customers must bear the return shipping cost and a 20% restocking fee (the fee varies by state and will be deducted from the refund amount), and provide the logistics tracking number for the return.
If we receive the returned product in good condition and it does not affect resale, we will issue a refund.
If we receive the returned product damaged and it affects resale, we will not issue a refund.
If the product (based on the pictures you provide) shows signs of use, damage, or lack of original packaging, we regret that we cannot accept the customer's return request due to violation of the three principles.
Before initiating a return, please contact us via support@eitaiinst.com. We will respond to you within 3 working days. Once your return is accepted, we will share detailed instructions for the return process. After arranging the return, please provide us with the tracking number and your order number.
Upon receipt and confirmation that the returned product meets our return conditions, we will begin your refund process within 3 working days using your original payment method. Please note that all refunds may take up to 10 working days to process after receiving the returned goods. Please note that you are responsible for the return shipping costs. We will not accept cash on delivery parcels and will reject them upon receipt. Returns not pre-approved will not be accepted.
Non-Returnable Items
Some items, such as custom products (or personalized items) and gift cards, are non-returnable. If you have any questions regarding specific items, please contact us.
- Customized products (e.g., seat covers, custom rings, etc.)
- Clearance items (typically available during major promotional events)
- Gift cards
Returns and Exchanges
To initiate a product exchange, you will need to return the item and purchase the desired product separately. Once we receive your return, we will refund the original purchase amount.
Please note:
- To qualify for a return, the item must be in its original condition upon receipt: unused, unworn, with tags attached, and in its original packaging.
- Returned items found to have been used or missing parts may have their return eligibility revoked.
- For promotional orders, if the refund results in not meeting the discount threshold, all products will be charged at their original price.
- For discounted orders, if the refund results in not meeting the promotional criteria, the retained product amount will be deducted at the original price before issuing the refund. (Refund = Order Price - Price before Discount for Retained Products)
- For orders with free shipping, if the refund results in not meeting the free shipping threshold, the refund will be issued after deducting the shipping fee. (Refund = Order Price - Shipping Fee)
Please complete the return request form and expedite the resolution process by emailing us the accompanying photographs along with the return request form.(Please download the return request form at the end of this article.)
Refund Deduction of Shipping Costs
Please note that we offer free delivery service for orders exceeding $99. However, if a return is initiated by the customer, the customer will be responsible for the return shipping costs and a 20% restocking fee, with the specific costs depending on the chosen courier service and state regulations, and are non-refundable. If the returned products are in good condition, the original shipping fee may be deducted from your refund.
Deduction of Taxes and Fees
Due to varying state regulations, if we have paid taxes on your behalf at the time of purchase, corresponding taxes will be deducted from your refund when the product is returned.
Points to Note
When filling out the return address, please ensure accuracy. Please note that we are not responsible for any loss or misdelivery of returns due to incorrect address information. We recommend using a carrier that provides parcel tracking services to return the product to the EITAI distribution center. If the return is initiated by the customer, the consumer is responsible for the return shipping costs, with the specific costs determined by the courier company of your choice.
Force Majeure
EITAI shall not be liable for any delay or failure to fulfil obligations caused by force majeure events including but not limited to natural disasters, fires, floods, accidents, riots, wars, government interventions, pandemics, epidemics, embargoes, strikes, labour disputes, equipment failures, shortages, or any other similar or dissimilar reasons beyond the reasonable control of EITAI.
Undeliverable or Refused Delivery
If a parcel cannot be delivered due to incomplete or incorrect address information, failure to pay relevant taxes, or if the parcel is not collected from the logistics center, or if the recipient refuses delivery, the carrier will dispose of the parcel directly. EITAI will not be liable for any losses resulting from the aforementioned circumstances.
Order Modifications and Cancellations
If you need to modify or cancel your order, we strongly recommend contacting support@eitaiinst.com or using our online chat as soon as possible after placing your order, as we process orders quickly! There may be instances where interception is not possible. Please carefully review your order details for accuracy before submitting your order during the 'Order Review' step at checkout.
Special Instructions
For international orders shipped to the United States, Puerto Rico, Guam, the Virgin Islands, Military Post Office/Fleet Post Office, or outside of Canada, you may opt to deduct any return shipping fees for items refused or undeliverable outside of the United States or Canada from your refund.
Once an order has been shipped, it cannot be canceled.
If you need to change the address for an order shipped via FedEx, please contact us. A fee of $19 per parcel will be charged for rerouting orders during transit. Orders shipped via non-FedEx carriers cannot be changed during transit.
