RETURN OR REPLACEMENT

What can I return?

If you have sizing issues with your riding gear we will happily provide you with a size exchange on new/unused products. (Not applicable on Clearance Sale products)

If you do not want to replace the product, we will provide you with a refund. (Not applicable on Clearance Sale products).

Forward shipping charges are subjected to be deducted from the refund. 

In the case of a discounted item (excluding clearance sale), only size exchanges are permissible. Refunds are not eligible under this circumstance. If the preferred size is unavailable, you have the option to choose an alternative product and utilize the corresponding value.

There is no exchange or return for accessories and parts, so please double-check compatibility before placing your order.

In the event of a damaged or incorrect product is delivered to customer, a replacement will be provided. A clear unboxing video will be required with the shipping label details.

You can request an exchange/refund by sending a mail with complete order details to support@customelements.in within 48 hours of delivery of product.

  • Please mention “Exchange/Return: <order no>”in the subject line
  • The reason of return in the mail.
  • Click pictures of the product and attach to the mail for pre audit purposes.

For orders delivered in India where the reason for return is not due to a Custom Elements error, the customer must bear the cost of return shipping and replacement forward shipping.

In case of Custom Elements error and are unable to raise a pick-up due to area being unserviceable, the customer has to ship the product to the address shared by us and we shall reimburse the amount upto Rs. 500/- on submission of invoice or payment proof and amount below Rs. 500/- will be reimbursed in full.

Except for Custom Elements errors, the following items cannot be returned or exchanged under the above policy:

  • Accessories, Parts, Luggage & Merchandise
  • Items sold on Clearance Sale or Discounts
  • Innerwear (Balaclava, performance inner layers, Hygiene related products etc. )
  • Special/Pre-ordered ordered items
  • Customized Items (Size customizing)
  • Products mentioned as Non-Returnable on website or personal communication

Following conditions are considered as Custom Elements errors:

  1. The product has manufacturing defect affecting core usability
  2. The product is delivered in damaged condition
  3. Wrong item delivered
  4. Items out of stock (Refund can be initiated)

Important Notes:

  • If the customer notices that the delivered product is in damaged/defective condition, clear video proof of unboxing will be required mentioning the shipping label.We will not be able to accept the return request if video proof is not provided.
  • Once the product arrives, our team will conduct an audit. If our audit team discovers that the product and packaging were not sent in their original condition by the customer, the return/exchange request will be rejected.
  • Products that have suffered transit damage while being returned will be considered invalid returns and will be re-shipped to the customer after payment of shipping charges.

Return Shipping Instructions

  • The customer must ship the product within 48 hours of submitting a return request.
  • Make sure that the current product is safely packed and that the parcel is shipped via reputable courier company.
  • Make a video of packing to avoid disputes in case of transit damage or missing items.
  • In the event of return shipping damage, the product will not be accepted as a return under any circumstances. The same item will be returned to you at an additional cost which has to be paid by customer to Custom Elements.
  • Please send the tracking information to support@customelements.in once the product has been shipped back.
  • Note that return shipping address can be different from our office address or address from where item was original shipped. So kindly do not ship the product without our written communication.

Unable to return ship the parcel:

  • If you are unable to ship the product back to us for any reason, we can raise the return shipping for you if our shipping partners operate return shipping in your area. The price will be communicated to you when you submit this request as it is dependent on the size of the product.
  • If Custom Elements books the return shipping, the customer must pack the product safely, and a transit damaged product will not be accepted as a return. The same item will be returned to the customer at an additional cost.
  • Please note that this is not a guaranteed service and if return pick up is not possible for any reason, customer has to ship the product back in the communicated duration else the return request will be closed.

Points to be taken care of while returning the product:

  • Items must be unused and in the original packaging.
  • The original tags should not be removed (e.g. Sticker on the Helmet visor / tags and sticker attached on the riding gear)
  • Do not modify the product/packaging in any way.
  • While packing, make sure the branded product box/pouch is not damaged.
  • Do not tape on the product brand plastic or box.
  • All the free items included in the order must be returned in their original condition.

Can I return a single item from my order?

Yes. If you have ordered multiple products, you can request a return/replacement/refund for any specific item based on their return policy. Returns can be created at the item level. However, any item being returned must be returned in original condition, with all of its contents and packaging.

REFUND FOR THE RETURNED ORDER

In the event of a return, we begin processing the refund as soon as the products arrive at our warehouse and are examined.

A refund will be applied to the original payment method within 2 to 5 business days. To process a refund for a COD order, we will require the bank information or UPI identification. Customers will be notified by email or phone if there are any changes. For the amount to appear in your account, it will take additional 5 to 7 business days. Additional time might be taken by your bank to reflect the amount in the account.

Once we intimate about the refund, you can get in touch with the bank in case of a delay.

ORDER CANCELLATIONS

Cancellation before Dispatch 

(Valid only for orders placed and delivered in India)

If you wish to cancel your order or the item(s) which have not yet been shipped, you may reach out to our customer service team at support@customelements.in or call us at +91 9066694591 within 2 hours once the order is placed.

In such situations, the order will be cancelled, and the money will be refunded in 5 to 7 business days after we have processed the cancellation request.

Cancellation after Dispatch 

(Valid only for orders placed and delivered in India)

If the item has already been shipped and you wish to cancel. However, cancellation will not be possible once the product is dispatched from our end. Do get in touch with our support team on +91 9066694591 to understand regarding further actions which are to be taken.

if the order is rejected at time of delivery, you will be charged for forward and return shipping upto Rs. 500/- each side. In case on an air shipment it will be charged based on actual prices upto Rs. 2000/- each side.

Under no circumstances will a partial COD amount be refunded. In the event of a customer rejection during delivery of such a parcel, the customer must pay the prepaid balance as well as the shipping charges in order for us to ship the product back within 30 days of such a return. Otherwise, the money will not be returned and will be considered service charges.