Return Policy

Return Policy

Last updated: June 18, 2026

At Ellis Ridge, we want our customers to be satisfied with their purchase. However, we understand that there may be situations where you wish to return an item. This Return Policy explains how returns are handled.

Please contact us first at info@ellis-ridge.com before sending anything back. Returns sent without prior approval may not be accepted or processed.

  1. How We Work

Ellis Ridge operates using a direct-from-supplier and fulfillment partner model. To reduce unnecessary inventory and product waste, certain items may be shipped directly from our supplier or fulfillment partner, including suppliers located in China.

This means that, when a return is approved, the return address may be the address of our supplier or fulfillment partner in China. Customers are responsible for carefully reviewing this Return Policy before placing an order.

  1. Return Window and Return Request

You may request a return within 14 days after receiving your item.

A return request can only be submitted after the item has been physically delivered to you.

To request a return, contact us at info@ellis-ridge.com and include:

Your order number
Your full name
The item you wish to return
The reason for your return request
Clear photos if the item is defective, damaged, incorrect, or materially different from what you ordered

After reviewing your request, we will let you know whether the return is approved. If approved, we will provide the applicable return instructions and return address.

  1. Return Conditions

To be eligible for return, the item must be:

Unused
Unwashed
Undamaged
In its original condition
Returned with all original tags, labels, and packaging where applicable

You may try on clothing or footwear to check the fit, but items must not show signs of wear, use, stains, odors, washing, damage, or alteration.

We reserve the right to refuse a return if the item does not meet these conditions.

Sale or discounted items may be final sale and may not be eligible for return due to change of mind, unless required by applicable law or approved by us in writing.

For hygiene reasons, certain items cannot be returned once opened, used, tried on, or removed from their original packaging. This may include, but is not limited to, underwear, swimwear, earrings, jewelry, and personal-use items, unless the item is defective, damaged, incorrect, or otherwise required to be accepted under applicable law.

Ordering multiple sizes or variants with the intention of returning some or all of them may be considered return abuse. We reserve the right to refuse returns or limit future purchases in cases of suspected abuse, misuse, or fraudulent activity.

  1. Return Shipping Costs and Process

Unless the return is caused by our error, a defective item, a damaged item, or an incorrect item, return shipping costs are the responsibility of the customer.

Approved returns may need to be sent to our supplier or fulfillment partner in China.

The customer is responsible for:

Arranging the return shipment
Paying all return shipping costs
Paying any applicable customs, duties, or international return charges
Using the correct return address provided by us
Keeping proof of shipment and tracking information

We strongly recommend using a trackable shipping method. Without valid tracking or proof of shipment, we may be unable to process your return if the package is lost or not received.

  1. Alternative Resolution

International returns can be expensive and time-consuming. For that reason, we may offer an alternative resolution where appropriate, such as a partial refund, store credit, replacement option, or discount.

Any alternative resolution must be agreed to by email before the item is returned. Please contact us at info@ellis-ridge.com before sending anything back.

  1. Defective, Damaged, Incorrect, or Materially Different Items

If you receive an item that is defective, damaged, incorrect, or materially different from what you ordered, please contact us at info@ellis-ridge.com within 14 days after delivery.

Your email should include:

Your order number
A clear description of the issue
Clear photos or video showing the problem
Photos of the packaging, label, and item where relevant

We may request additional information to assess the issue. If the item is confirmed to be defective, damaged, incorrect, or materially different from what you ordered, we will provide an appropriate resolution, which may include a replacement, refund, partial refund, or return instructions, depending on the situation.

Fit, sizing preference, color perception, or general dissatisfaction does not automatically mean that an item is defective or incorrect. We provide product information and size guidance to help customers choose the right item before ordering.

  1. Refunds

Refunds are issued only after the returned item has been received, inspected, and approved at the applicable return address.

Once the return is approved after inspection, we will issue the refund to the original payment method within 14 days.

Original shipping costs, if any, are non-refundable unless required by law or unless the return is due to our error, a defective item, a damaged item, or an incorrect item.

Please note that your bank, credit card provider, or payment provider may need additional time to process and post the refund to your account.

  1. Cancellations

Orders are processed as quickly as possible. For that reason, we cannot guarantee that an order can be cancelled after it has been placed.

If you wish to cancel an order, contact us immediately at info@ellis-ridge.com. If the order has not yet been processed or shipped, we will try to cancel it. If the order has already been processed, fulfilled, or shipped, you may need to wait until the item is delivered and then follow our return process.

This policy does not limit any rights you may have under applicable law regarding undelivered goods, billing errors, or payment disputes.

If you have a question or problem with your order, we encourage you to contact us first so we can try to resolve the issue quickly.

  1. Delivery Address and Lost Packages

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error in your shipping address, you must contact us at info@ellis-ridge.com as soon as possible, preferably within 24 hours after placing the order. We cannot guarantee that address changes can be made after an order has been processed or shipped.

Ellis Ridge is not responsible for packages that are lost, delayed, or delivered incorrectly due to an incorrect or incomplete address provided by the customer.

If tracking shows that a package was delivered to the address provided at checkout, we are not responsible for replacing or refunding the order unless required by applicable law or unless the issue was caused by our error.

  1. Contact

Ellis Ridge
Drogendijk 12
Email: info@ellis-ridge.com