Returns & Refunds

30-day return window

You may request a return within 30 days after receiving your order. To be eligible, an item must be unused and unworn, in the condition received, and returned with its original components, tags, and packaging. Proof of purchase is required.

This policy does not limit any non-excludable rights available under the consumer laws that apply to you.

How to request a return

1. 1

   Contact us first

   Email [email protected] or use Contact Us. Include your order number, the item, and the reason for the return.

2. 2

   Wait for approval and instructions

   If the return is eligible, we will confirm the return address, packing instructions, and any available shipping-label arrangements.

3. 3

   Send the approved return

   Pack the complete item securely and follow the instructions provided. Items sent without authorization may be refused or returned to the sender.

Return shipping

Unless the item is defective, damaged, incorrect, or applicable law requires otherwise, return shipping costs are the customer’s responsibility. Original shipping charges are not refundable except where required by law or where the return results from our error.

We recommend using a tracked service and retaining proof of postage. ElementsZen is not responsible for a return parcel until it is received at the approved return address.

Damaged, defective, or incorrect items

Inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact us promptly so we can assess the issue and offer an appropriate solution.

Please include clear photographs of the item, packaging, and shipping label. Do not discard the packaging until we confirm that it is no longer needed for the carrier review.

Items that may not be returned

The following items may be excluded from change-of-mind returns where permitted by law:

• Personalized, engraved, altered, or made-to-order products
• Pierced jewelry or other hygiene-sensitive goods after the hygiene seal or packaging has been opened
• Gift cards and downloadable or digital products
• Items marked final sale at the time of purchase
• Items showing wear, damage, alteration, or missing components after delivery

Exchanges

The quickest way to obtain a different item or variant is to request a return for the original item and place a separate order after the return is approved. This avoids holding stock that may sell out while a parcel is in transit.

Refunds

We will email you after an approved return has been received and inspected. If the refund is approved, it will be issued to the original payment method, normally within 10 business days of approval.

Your bank or payment provider may need additional time to post the credit. If more than 15 business days have passed since we confirmed the refund, contact [email protected] with your order number.

European Economic Area and United Kingdom rights

Where distance-selling law applies, you may have a statutory right to cancel an eligible order within 14 days without giving a reason, followed by a further period to return it. Statutory exceptions can apply, including to personalized or sealed hygiene-sensitive goods after opening.

Contact us before returning an item so we can provide the correct instructions. Nothing in this policy removes rights that cannot lawfully be excluded.