Informativa sui rimborsi

Last Updated: September 8th, 2026

At EliteTrim Grooming, every pair of grooming shears undergoes an individual final quality inspection before dispatch. An inspection record and one or more photographs are retained for each pair and associated with the relevant order. Depending on the product, the inspection may cover cutting performance, opening-and-closing operation, tension, blade alignment, sharpness, tooth condition, blade edges, blade tips, and overall appearance. Video records may also be retained where applicable.

These records document the observable condition of the shears before dispatch. They may be reviewed together with customer-provided evidence, delivery and packaging information, and, where necessary, a physical inspection of the returned item.

This policy distinguishes between:

Claims concerning an item reported as damaged, defective, or incorrect
Returns requested for inspection or service assessment
Voluntary returns based on change of mind or product selection

Please read this policy before placing an order. Nothing in this policy excludes, restricts, or replaces any non-excludable rights or remedies available under applicable consumer protection laws.

Damaged, Defective, or Incorrect Items

If you believe that an item arrived damaged, is defective, or does not match your order, please stop using it and contact us at email@elitetrimgrooming.com as soon as possible.

Prompt reporting helps us assess the condition of the item and its packaging. Where an issue is believed to have been present on delivery, we ask customers to contact us within 14 days where reasonably possible. A later report may affect the evidence available for assessment but will not remove any rights that cannot lawfully be limited.

Please provide:

Your order number
The name of the affected item
A clear description of the issue and when it was first noticed
Confirmation of whether the item has been used, adjusted, dropped, repaired, sharpened, disassembled, or otherwise altered
Clear photographs or videos showing the reported issue
Photographs of the outer packaging, inner packaging, and shipping label if transit damage is suspected

For grooming shears, we may also reasonably request:

A video showing the complete shears opening and closing slowly without force
A clear view of the precise point where catching or resistance occurs
Close-up views of both blade edges, the teeth and tooth spacing, blade tips, screw, and tension area
Clear views of both sides of the complete shears
The full condition of the product, protective covers, accessories, and packaging
A safe cutting demonstration on clean, dry, fully brushed, tangle-free animal coat where necessary to assess cutting performance
Any other information reasonably required to assess the reported issue

Photos alone may not be sufficient to assess operation, cutting performance, smoothness, tension, alignment, or catching. Clear video evidence may therefore be required before we can determine the appropriate next step.

Testing or diagnostic steps specifically requested by our customer support team will not, by themselves, invalidate a claim, provided that the instructions are followed carefully and the item is not forced, altered, disassembled, sharpened, misused, or damaged.

Please retain the item, its protective covers, accessories, included items, and all available packaging until the assessment has been completed.

Stop-Use and Product Protection Requirements

If grooming shears catch, become stuck, develop unusual resistance, or do not open or close normally, stop using them immediately and contact us before attempting to correct the issue.

Do not:

Force the blades open or closed
Continue cutting after catching or abnormal resistance appears
Press, bend, spread, or reposition the teeth, blades, or tips
Attempt to change the spacing between the teeth
Use pliers, files, stones, grinders, or other tools on the shears
Sharpen, polish, grind, or remove material from the blades or teeth
Disassemble the screw or tension system
Attempt a repair or substantial adjustment without prior instructions from our customer support team

Damage caused or worsened after delivery through forced operation, continued use after resistance appears, improper handling, accidental impact, excessive or unauthorized adjustment, attempted repair, disassembly, sharpening, alteration, improper cleaning or storage, or use outside the product’s intended purpose is not considered a manufacturing defect.

A minor tension adjustment performed strictly in accordance with instructions provided or approved by our customer support team will not, by itself, invalidate a claim. However, damage caused by excessive force, over-adjustment, disassembly, or departure from those instructions is not covered.

Claim Assessment

Each claim is assessed individually. We may consider:

Customer-provided photographs, videos, descriptions, and dates
When and how the issue was first noticed and reported
The item’s use, handling, adjustment, maintenance, cleaning, and storage after delivery
The condition of the outer and inner packaging
Delivery information and any available carrier records
The final inspection record, photographs, and any available video retained for the specific item before dispatch
The physical condition of the returned item
Evidence relevant to whether the condition is consistent with a manufacturing issue, transit damage, normal maintenance needs, or the post-delivery actions described in the Stop-Use and Product Protection Requirements section

Pre-dispatch inspection records show the observable condition of the item before dispatch. They do not, by themselves, determine what occurred during transit or after delivery. Any difference between those records and the later condition of the item will be considered together with the complete available evidence.

A customer’s report of damage or malfunction does not automatically establish that the item was defective or damaged at the time of delivery. Likewise, the existence of a pre-dispatch inspection record does not, by itself, remove any statutory rights.

If the information provided is insufficient, inconsistent, or does not allow the cause of the reported issue to be determined remotely, we may request additional evidence or offer a physical inspection before deciding whether a refund, replacement, exchange, repair, shipping reimbursement, or other remedy is available.

Return for Physical Inspection or Service Assessment

Where a reported issue cannot be determined reliably from the available evidence, we may authorize the item to be returned to a designated location for physical inspection or service assessment.

Authorization to send an item for inspection or service does not mean that:

A defect or damage on arrival has been accepted or confirmed
A refund, replacement, or exchange has been approved
Responsibility for return-shipping costs has been determined
The item qualifies as a voluntary return

Where the available evidence does not establish that the reported condition existed at the time of delivery, the customer may be required to arrange and initially pay for tracked shipping to the designated inspection location. The customer’s payment of this initial shipping cost does not determine the cause of the issue or the final responsibility for costs.

Before dispatch, our customer support team will explain the applicable inspection arrangement, including the return address, packaging requirements, and any known responsibility for shipping costs.

After the item is received, we will record its condition before any adjustment or repair is performed and compare it with the available customer evidence and pre-dispatch inspection records.

Return-shipping costs will be reimbursed only where our inspection and the available evidence confirm that the item had a covered manufacturing defect, was damaged in transit, was incorrectly supplied, or reimbursement is otherwise required by applicable law. Any reimbursement may be limited to reasonable tracked shipping costs and may require proof of payment.

If no covered fault is confirmed, the evidence remains insufficient to establish that the condition existed at delivery, or the condition is consistent with excluded post-delivery damage, the customer’s shipping costs will not be reimbursed except where otherwise required by applicable law.

Responsibility for servicing and shipping the item back to the customer will depend on the inspection findings, the service arrangement offered, and applicable law. We will explain the available next step and any applicable charges before carrying out chargeable work.

Inspection Outcomes and Remedies

Following inspection, we will communicate the findings and the available next step. The outcome may include:

No covered fault identified: the item may be returned without adjustment, or an optional service may be offered. Applicable shipping or service costs may be the customer’s responsibility.
Maintenance or adjustment required: where the issue can be safely corrected through normal adjustment or servicing and is not a manufacturing defect, we may offer an appropriate service arrangement.
Covered fault confirmed: where the evidence confirms a manufacturing defect, transit damage, or an incorrect item, we will provide an appropriate remedy, which may include repair, replacement, refund, or another solution in accordance with applicable law.
Post-delivery damage identified: where the condition was caused or worsened by an action excluded under this policy, the requested refund, replacement, exchange, or shipping reimbursement may be declined.
Cause remains inconclusive: where the available evidence does not establish that a covered fault existed at delivery, we may be unable to approve the requested remedy, subject to applicable law.

Where repair or adjustment is proposed, the item’s condition will be documented before the work is carried out. No chargeable repair, replacement, disposal, or other material action will be taken without first informing the customer of the applicable terms.

The appropriate remedy may depend on the nature and severity of the issue, the product’s condition, product availability, whether repair or replacement is reasonably possible, and any mandatory rights applying to the purchase.

Intended Use of Grooming Shears

Professional grooming shears are designed for use only on clean, dry, fully brushed, and tangle-free animal coats.

They must not be used to cut:

Paper or cardboard
Fabric or thread
Plastic or packaging materials
Metal or wire
Matted, dirty, wet, or contaminated coat
Any non-grooming material

Use on unsuitable materials may damage the blade edges, alignment, teeth, tension, tips, or cutting performance. Issues caused by use outside the product’s intended purpose are not considered manufacturing defects.

Voluntary Return Eligibility

Voluntary return requests must be submitted within 30 days of delivery unless a longer period is required by applicable law.

To qualify for a voluntary return under this policy, the item must be:

Unused and in its original condition
Free from wear, damage, alteration, pet hair, dirt, oil, grooming residue, water, or other contamination
Returned with all tags, protective covers, accessories, gifts, included items, and original packaging
Approved by our customer support team before being sent
Returned to the address and in accordance with the instructions provided by our customer support team

All returned items are inspected upon arrival. If an item does not meet the voluntary return conditions, the return may be rejected or the refund may be reduced where permitted by applicable law.

These conditions apply to voluntary returns. They do not remove any separate rights available where an item is confirmed as faulty, damaged on arrival, incorrectly supplied, or otherwise covered by applicable consumer protection law.

For a fault assessment, customers should return the original packaging, protective materials, and accessories if they are still available. The absence of original packaging will not, by itself, invalidate a verified statutory fault claim. However, the item must be packed securely to prevent movement or additional damage during return transit.

Grooming Shears and Hygiene

Our grooming shears are professional tools intended for direct use on animals. For hygiene, product-safety, and cross-contamination reasons, shears that have been used on animals, exposed to pet hair, or contaminated may no longer be suitable for resale.

Except where an item is confirmed as defective, damaged on arrival, incorrectly supplied, or otherwise covered by applicable law, grooming shears are not eligible for a voluntary return, refund, or exchange if:

They have been used or tested on an animal
They have come into contact with pet hair, skin, grooming products, water, oil, dirt, or other residue
They show signs of use, wear, contamination, damage, adjustment, or alteration
They have been handled beyond what is reasonably necessary to inspect their appearance, characteristics, and basic operation
Original packaging, tags, protective covers, accessories, gifts, or included items are missing or damaged

Diagnostic testing specifically requested by our customer support team will not, by itself, invalidate a product-related claim when the instructions are followed carefully.

Change of Mind and Product Selection

Except where otherwise required by applicable law, used or contaminated grooming shears cannot be returned or exchanged because of:

Personal preference or change of mind
Size, weight, grip, handle style, hand fit, or cutting-feel preference
Breed or coat suitability
Selection of the wrong model, size, type, handedness, colour, or product variant

An unused item selected incorrectly may be considered for a voluntary return if it satisfies all voluntary return conditions. Return shipping and any approved replacement-shipping costs are the customer’s responsibility.

If you are unsure which product is suitable, please contact us before ordering.

Where applicable law provides a statutory right to cancel an online purchase, that right will continue to apply. The customer may be responsible for any reduction in value caused by handling or use beyond what is reasonably necessary to inspect the product, as permitted by applicable law.

Items Not Eligible for Voluntary Return

The following items are not eligible for a voluntary return or refund unless they are confirmed as damaged on arrival, defective, incorrectly supplied, or a remedy is required by applicable law:

Used or contaminated grooming shears and grooming tools
Items showing wear, damage, misuse, alteration, sharpening, repair, or disassembly
Items affected by excluded post-delivery damage or use described elsewhere in this policy
Products returned without required packaging, tags, protective covers, accessories, gifts, or included items
Personalized or custom-made products
Final-sale or clearance items, subject to applicable law
Items sent without following the return instructions provided by our customer support team

Promotional or discounted products remain covered by any applicable legal rights concerning faulty, damaged, incorrectly described, or incorrectly supplied goods.

How to Request a Return

Contact email@elitetrimgrooming.com and provide:

Your order number
The item you wish to return
The reason for the return
Confirmation of whether the item has been opened, used, adjusted, or damaged
Photographs or videos where an item is reported as damaged, defective, or incorrect

Do not send an item back until our customer support team has confirmed the correct return address and instructions.

A return request does not automatically approve a refund, exchange, replacement, defect claim, or responsibility for shipping costs. Items sent without following the provided instructions may be delayed, returned to the sender, or unable to be processed, subject to applicable law.

This prior-instruction requirement is intended to ensure that the item is sent to the correct processing location. It does not remove any statutory cancellation or product-fault rights that cannot legally be made conditional on prior approval.

Return Address

Do not send a return to the address shown on the parcel, shipping label, invoice, website footer, or previous correspondence unless our customer support team has specifically confirmed that address for the return.

The correct return location may depend on the customer’s country, product type, reason for return, and processing location available at the time. Once a return or inspection shipment is authorized, we will provide the appropriate address and instructions by email.

Items sent to an incorrect or unauthorized address may be delayed, refused, returned, lost, or unable to be processed.

Return Shipping and Tracking

Return shipping costs are the customer’s responsibility for voluntary, change-of-mind, and product-selection returns unless otherwise required by applicable law.

We do not provide a prepaid return label unless:

The item has been accepted or confirmed as defective
The item has been accepted or confirmed as damaged on arrival
The wrong item was supplied
Our customer support team has agreed to provide one
Applicable law requires us to cover the return cost

For disputed claims requiring physical inspection, the initial and final responsibility for shipping costs will be determined under the Return for Physical Inspection or Service Assessment section above.

Customers arranging their own shipment must use a reliable tracked service and retain the receipt, tracking number, and tracking link until the matter has been completed. Insurance may be advisable for higher-value items.

EliteTrim Grooming is not responsible for a return that is lost, delayed, damaged, refused, or delivered to the wrong address because the customer did not follow the provided instructions or because of customer or return-carrier error, except where otherwise required by applicable law.

International Returns and Customs

International customers must contact us before sending an item so that we can provide the correct return address and customs instructions.

For voluntary returns, international customers are responsible for:

Return shipping costs
Tracking and any selected insurance
Accurate customs documentation
Duties, taxes, brokerage fees, and other return-related charges

For an authorized inspection or service return, responsibility for these costs will follow the specific arrangement provided by our customer support team and the findings of the assessment.

Customers must complete customs documentation accurately and follow any case-specific customs instructions provided by our customer support team. Customers must not provide a false description or declare an inaccurate value.

EliteTrim Grooming is not responsible for delays, charges, refusal, return, loss, or disposal caused by inaccurate customs documentation or failure to follow the provided instructions, except where otherwise required by applicable law.

Refund Process

Receiving a returned item does not automatically mean that a refund has been approved.

Once an approved return is received, we will inspect it. If the refund is approved, it will be issued to the original payment method within 3–5 business days after the inspection is completed, or within any earlier period required by applicable law.

Banks, card issuers, payment providers, and payment platforms may require additional time to post the refund. These external processing times are outside our control.

Original standard shipping charges will be refunded only where:

The item is confirmed as defective
The item is confirmed as damaged on arrival
The wrong item was supplied
Applicable law requires the original standard delivery charge to be refunded

Additional charges for express, expedited, or upgraded delivery may not be refundable beyond the cost of standard delivery unless the upgraded service was not provided or applicable law requires otherwise.

Refunds will be issued to the original payment method unless another method is expressly agreed or required by applicable law.

Exchanges

Exchanges are subject to assessment, approval, and product availability.

The original item may need to be returned and inspected before an exchange is processed. Accepting an item for inspection does not mean that an exchange has been approved.

For hygiene and product-safety reasons, used or contaminated grooming shears cannot be exchanged because of personal preference, wrong size, wrong model, wrong handedness, coat suitability, cutting feel, or change of mind, except where otherwise required by applicable law.

If an exchange is approved for an unused, non-defective item, the customer is responsible for return shipping and may also be responsible for shipping the replacement item.

Free Gifts, Sets, and Bundles

If an order included a free gift, the gift must be returned unused and in its original condition when the entire qualifying purchase is returned. If it is not returned, its disclosed or reasonable value may be deducted from the refund where permitted by applicable law.

For sets and bundles:

All included items must be returned to qualify for a full set or bundle refund
Returned items must satisfy the applicable return conditions
If a partial return is approved, the refund may be recalculated based on the value of the items retained and the promotional terms of the original purchase
Any discount dependent on purchasing multiple items may be removed or recalculated when part of the qualifying order is returned

Where only one item in a set is reported as faulty, we may require the complete set to be returned where reasonably necessary for matching, inspection, replacement, or assessment, subject to applicable law.

Statutory Consumer Rights

This policy describes EliteTrim Grooming’s voluntary return procedures and the process used to assess product-related claims.

Nothing in this policy excludes, restricts, or replaces any non-excludable rights or remedies available under applicable consumer protection laws.

If the law applicable to the purchase provides additional rights, including cancellation rights for online purchases or remedies for faulty, damaged, incorrectly described, or incorrectly supplied goods, those rights will continue to apply.

Where any part of this policy conflicts with a mandatory legal requirement, that legal requirement will take priority.

Additional Notes

This policy applies only to purchases made directly through the official EliteTrim Grooming website.

Products purchased through another retailer, marketplace, distributor, or third-party seller must be returned through the original place of purchase and are subject to that seller’s procedures and applicable law.

EliteTrim Grooming reserves the right to reject fraudulent, abusive, altered, incomplete, or unsupported claims and returns that do not meet the applicable conditions of this policy, to the extent permitted by law.

We may update this policy from time to time. Changes take effect when published and will not remove mandatory legal rights that already apply to an earlier purchase.

For questions, return requests, or assistance, contact:

email@elitetrimgrooming.com