Return and Refund Policy

Effective Date: December 11, 2025

INTRODUCTION

This Refund and Return Policy (“Policy”) explains how B&B Group LLC, doing business as Pro Elite Recovery Supply (“Company”, “we”, “us”, or “our”), handles product returns, exchanges, and refunds for purchases made through www.proeliterecoverysupply.com (“Website”).

By making a purchase on our Website, you agree to the terms of this Policy, along with our Terms of Service, Privacy Policy and general Disclaimers.

We strive to make your experience transparent, secure, and fair.

CONTACT INFORMATION

If you need assistance with a return or refund, please contact our Customer Support team:

Email: support@proeliterecoverysupply.com

Call/Text:+1 (475) 241-7995

Hours: Monday – Friday, 9:00 AM – 6:00 PM EST

Website: www.proeliterecoverysupply.com

Business Correspondence Address:

B&B Group LLC, doing business as Elite Recovery Supply

2389 Main Street, STE 100 Glastonbury, CT 06033, USA

Please note: This is a correspondence address only. We do not operate a retail storefront or accept in-person returns at this location.

ELIGIBILITY FOR RETURNS

We accept return requests from customers within the United States under the following conditions:

  • The request is made within 30 days of receiving your order.
  • The product is unused, undamaged, and in its original packaging, including all accessories, manuals, and labels.
  • A valid proof of purchase (order confirmation or receipt) is provided.

Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or incorrect.

HOW TO INITIATE A RETURN

  1. Contact Customer Support:
    Email support@proeliterecoverysupply.com or call +1 (475) 241-7995 within 30 days of delivery. Include your order number and reason for return.
  2. Receive Authorization:
    Our team will review your request and issue a Return Authorization (RA) number along with detailed return instructions.
  3. Prepare and Ship the Item:
    Repack the product securely in its original packaging.
    Include all accessories, manuals, and any promotional items that were included.
    Ship the item within 7 days of receiving your RA using a trackable courier service.


SHIPPING COSTS FOR RETURNS

  • Customer Responsibility: Return shipping costs are the customer’s responsibility for all non-defective returns (e.g., change of mind or ordering the wrong product).
  • Company Responsibility: Pro Elite Recovery Supply covers return shipping costs only for items that are defective, damaged, or incorrect.

SPECIFIC RETURN SCENARIOS

Change of Mind

  • Item must be unused and in original condition.
  • Refunds will be issued to the original payment method once the item passes inspection.

Defective or Damaged Items

  • Notify us within 48 hours of delivery and include clear photos or videos of the issue.
  • We will arrange for repair, replacement, or a full refund at no cost to you.

Incorrect Product Received

  • Notify us immediately upon delivery.
  • We will provide a prepaid return label and ship the correct product promptly.

Order Never Arrived

  • If your order has not arrived within the estimated delivery window, contact us.
  • We will investigate with the carrier, and if confirmed lost, you may choose between a full refund or a replacement at no cost.

NON-RETURNABLE ITEMS

For safety and customization reasons, the following items cannot be returned or refunded:

  • Custom or personalized products
  • Liberty Spa and Canadian Timber products
  • Any item marked as Final Sale

REFUND PROCESS

  1. Inspection: Returned items undergo inspection upon arrival to verify eligibility.
  2. Approval Notification: You’ll receive an email confirmation once your return is approved and refund initiated.
  3. Refund Method: Refunds are credited to the original payment method used for purchase.
  4. Processing Time: Refunds are typically issued within 5 business days after inspection and may take up to 14 days to appear in your account, depending on your financial institution.

If a returned item is incomplete or shows signs of use not caused by us, a partial refund may be applied at our discretion.

EXCHANGES

We replace items only if they are defective, damaged, or incorrect.

To request an exchange:

  1. Contact support@proeliterecoverysupply.com with your order number and photos if applicable.
  2. We’ll provide return instructions and ship a replacement once the original item is received and approved.
  3. Shipping for defective or incorrect items is covered by Pro Elite Recovery Supply.

For exchanges due to change of mind, the customer is responsible for shipping both ways.

CANCELLATIONS

  • Before Shipment: Orders may be canceled for a full refund if they have not yet been processed or shipped.
  • After Shipment: Once an order ships, it can be returned following the process outlined above.

TIMELINES

  • Return requests must be submitted within 30 days of delivery.
  • Once a return authorization is issued, the item must be shipped back within 7 days.
  • Refunds are typically approved within 5 business days of inspection.


It may take up to 14 business days for the refunded amount to appear in your account, depending on your financial institution.

LEGAL RIGHTS

This Policy does not limit any rights you may have under applicable U.S. consumer protection laws.

Pro Elite Recovery Supply complies with all federal and state regulations governing returns, refunds, and warranties.

QUESTIONS AND SUPPORT

If you have questions about a return or refund, please contact our support team:

Email: support@proeliterecoverysupply.com

Call/Text: +1 (475) 241-7995

Hours: Monday – Friday, 9 AM – 6 PM EST

Website: www.proeliterecoverysupply.com

ACKNOWLEDGEMENT

By purchasing from Pro Elite Recovery Supply, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.