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Return & Refund Policy


The policy described below applies to products purchased directly from Please keep your original proof of purchase, receipt, or sales order to exercise these policies.


Refund and exchange policies


Ellie guarantees that conform to the following conditions, refund and exchange can be requested within 45 days (the actual date may vary according to local laws and regulations) of the purchasing date (subject to the actual date the product was received).


1. What is covered by these refund and exchange policies?

a. Manufacturing defects;

b. Product has been damaged in the transit, which was found when being unpacked and checked in the presence of the couriers;

c. The actual products are not matched with the original descriptions;


2. What is not covered by these refund and exchange policies?

a. The damage sustained in transit of the product is not immediately reported ;

b. The request for refund or exchange is made after 7 working days (the actual date may vary according to local laws and regulations) of purchasing day;

c. All original accessories are incomplete in the product for refund or exchange, attachments, accessories, specification, and packaging, or appearance damage caused by human cause.

d. Legal proof of purchase, receipt or sales order are unable to provide, or have been forged or tampered;

e. No quality issues in itself were found after the examination from Ellie Technical Support;

f. Crash or burn caused by non-manufacturing defects, or any damage caused by unauthorized modification, entry of foreign matters ( water, oil, sand, etc.), improper installation or operation;

g. Labels, Serial Numbers, waterproof tag, false proof mark, etc. were tampered or altered;

h. Failure and damage caused by force majeure, including fire, flood, earthquake, and lighting strikes.


3. The refund and exchange policies need to know.

a. For exchanges, only the defective parts will be replaced;

b. Please contact for more details of the refund and exchange process.


Returns (if applicable)


We accept the return of products. Customers have the right to apply for a return within 45 days after the receipt of the product.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. We will offer you the nearest warehouse address according to the information you provide.




If the return is caused by the consumer, a consumer should be responsible for the shipping Fee, Taxes Fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

No restocking fee is to be charged to the consumers for the return of a product.


Refunds After Return(if applicable)


Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds (if applicable)


If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at

Please contact our customer service to get the return address.

Mom's Choice Awards
“We are happy to award deserving products like the Ellie Baby Pro Monitor. Our panel of judges really felt this product merited a place on our list of the best in family-friendly products that parents and educators can feel confident in using.”

Dawn Matheson, CEO, Mom’s Choice Awards