We want to make returning an order from ELEMIS as simple as possible. This Returns Policy applies to purchases made on ELEMIS websites serving customers in Europe, the European Union and the EEA.

This policy explains both your legal rights and our additional voluntary returns offer. Nothing in this policy affects your statutory consumer rights under applicable law.

If you are a consumer resident in the EU or EEA, you have a legal right to withdraw from your purchase within 14 days from the day you receive your order, without giving any reason.

To exercise your right of withdrawal, you must clearly notify us of your decision before the 14-day period expires.

Returned products must, where a return is required, be:
• unused and unopened
• with all seals intact and
• returned in their original, undamaged packaging.

The right of withdrawal does not apply to products that are sealed for health or hygiene reasons and have been unsealed after delivery, where permitted by law.

In addition to your legal rights, ELEMIS offers an extended, voluntary return period of up to 30 days from the date of delivery.

Under this enhanced returns policy:
• eligible items may be returned within 30 days of receipt
• items must, where applicable, be unused, unopened, with all seals intact and in their original packaging and
• proof of purchase is required.

This extended 30-day return is a commercial goodwill policy and does not limit or replace your statutory rights.

To request a return, please contact our Customer Care team:
• Email: [email protected]
• Live chat: available on our website.

Please include:
• your order number
• the item(s) you wish to return
• the reason for the return (optional for statutory withdrawals).

Following your request, we will confirm the next steps, including whether a return of the item(s) is required and, if so, how to proceed.

If your order arrives faulty, damaged or incorrect, please contact our Customer Care team as soon as reasonably possible after delivery, including photographs where available.

Where goods are faulty or not as described, you are entitled to remedies under applicable consumer law, which may include a refund, replacement or repair, depending on the circumstances. We may not always require the return of the affected item(s) before processing a remedy.

Your statutory rights relating to faulty or non-conforming goods remain unaffected.

If you experience an adverse reaction to an ELEMIS product purchased directly from our website, please contact Customer Care. We may ask you to complete a short form and provide images to help us assess the issue. Depending on the circumstances, we will advise you of the next steps, including whether a return is required.

Products purchased from third-party retailers must be returned to the original place of purchase.

Where a return is required, refunds will be processed:
• within 14 days of receipt of the returned goods (or earlier where required by law); and
• using the original payment method, unless otherwise agreed.

Where a return is not required, refunds will be processed within a reasonable timeframe after the refund decision has been confirmed.

Unless the return is due to a faulty, damaged or incorrect item:
• you maybe responsible for the cost of returning the item, where a return is required.

Any standard delivery charges paid at the time of purchase will be refunded only where required by law.

Customs duties or import charges incurred at delivery are non-refundable, unless the return is due to our error.

If your order included a free promotional gift:
• the gift must be returned with the related item(s); where a return is required,or
• if the gift is not returned, its value may be deducted from your refund, where permitted by law.

You will only be refunded the amount actually paid for the returned item(s).

We can only accept returns for products purchased directly from an official ELEMIS website.

Items bought from department stores, retailers or online marketplaces must be returned to the original seller, in accordance with their terms and conditions. We are unable to assist with returns from unauthorised stockists.