Refund policy
REFUND AND RETURN POLICY
Last updated: August 1, 2026
ELAMARA is operated by OXBEAK LTD, a business based in the United Kingdom.
We want customers to feel confident when purchasing from ELAMARA. This policy explains how returns, damaged or incorrect orders, cancellations and refunds are handled.
Nothing in this policy limits any mandatory consumer rights that apply under the laws of the country where you live.
30-DAY RETURN POLICY
We offer a 30-day voluntary return policy.
You have 30 days from the date your order is delivered to contact us and request a return.
To request a return, email:
support@elamara.store
Please include:
• Your full name
• Your order number
• The product or products you wish to return
• The reason for the return
• Photographs where the item is damaged, defective or incorrect
Please contact us before sending an item back. We will provide the correct return instructions and return address.
Do not send a return to the address shown on the shipping parcel, our registered business address or a fulfillment facility unless we have specifically instructed you to do so.
RETURN ELIGIBILITY
For a change-of-mind return to be accepted, the product must be:
• Unused
• Unopened
• Unaltered
• In its original packaging
• In the same condition in which it was delivered
• Accompanied by the order number or proof of purchase
Dietary supplements must remain sealed.
For health, hygiene and product-safety reasons, we cannot accept a return of an opened, unsealed or used dietary supplement unless the product is damaged, defective, incorrect or otherwise protected by mandatory consumer law.
We reserve the right to decline a voluntary return where the product does not meet these conditions.
BUNDLES
Where a product was purchased as part of a bundle, the complete bundle must normally be returned in an unused, unopened and original condition to qualify for a full bundle refund.
If only one product within a bundle is damaged, defective or incorrect, contact us before returning anything so that we can provide the appropriate resolution.
RETURN METHOD
Approved returns must be sent by mail.
A prepaid return label is not included in the original package.
We strongly recommend using a tracked shipping service and retaining proof of postage. ELAMARA is not responsible for a change-of-mind return that is lost or damaged while being sent back to us.
RETURN SHIPPING COSTS
Change-of-mind returns
Customers are responsible for return shipping costs when returning an item because they changed their mind, ordered the wrong product or no longer want the item.
Original express, priority or international shipping charges are not refundable for a voluntary change-of-mind return, except where mandatory consumer law requires otherwise.
Damaged, defective or incorrect products
If a product arrives damaged, defective or incorrect, contact us at support@elamara.store as soon as reasonably possible and before returning it.
Please provide photographs of:
• The product
• The product label
• The external packaging
• Any visible damage
• The shipping label, where requested
If we confirm that the item is damaged, defective or incorrect, ELAMARA will provide return or disposal instructions and will cover reasonable return shipping costs where a return is required.
Please do not dispose of a damaged or incorrect item until we have confirmed that you may do so.
DAMAGED PACKAGES AND DELIVERY ISSUES
Please inspect your order promptly after delivery.
Contact us as soon as reasonably possible if:
• The parcel has been damaged
• An item is leaking or broken
• A product is missing
• You received the wrong product
• The order appears to have been opened or tampered with
Reporting the issue promptly helps us investigate it with the fulfillment provider and delivery carrier.
This request for prompt notification does not remove any statutory rights you may have in relation to faulty, damaged, unsafe or misdescribed goods.
NON-RETURNABLE ITEMS
Unless mandatory consumer law provides otherwise, we cannot accept voluntary returns of:
• Opened or unsealed dietary supplements
• Used products
• Products not in their original packaging
• Products damaged after delivery through misuse or improper storage
• Items returned more than 30 days after delivery
• Gift cards
• Free promotional items that were not purchased
• Individual products removed from an incomplete bundle
Please contact us if you are uncertain whether your item is eligible for return.
EXCHANGES
We do not currently process direct product exchanges.
The quickest way to obtain a different product is to request a return of the eligible original item and, after the return is approved, place a separate order for the replacement product.
UK CANCELLATION RIGHTS
If you are a consumer in the United Kingdom, you normally have the right to cancel an online order within 14 days after the day you receive the goods, without giving a reason.
After notifying us that you wish to cancel, you must normally return the eligible goods within a further 14 days.
To exercise this right, email support@elamara.store with a clear statement that you wish to cancel the contract.
The statutory cancellation right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. This may include opened dietary supplements.
Where the statutory cancellation right applies:
• The product must be returned in accordance with the return instructions we provide
• You are responsible for the direct cost of returning the goods unless we agree otherwise
• We will refund the product price and the cost of our least expensive standard delivery option
• Any additional amount paid for express or premium delivery is not refundable
• We may withhold the refund until the goods are returned or you provide evidence that they have been sent back
• A deduction may be made where handling beyond what is reasonably necessary has reduced the value of the goods
EU AND EEA CANCELLATION RIGHTS
If your order is delivered to a country in the European Union or European Economic Area, you normally have the right to withdraw from an eligible online purchase within 14 days after delivery, without giving a reason.
After notifying us, eligible goods must normally be returned within a further 14 days.
To exercise this right, email support@elamara.store with a clear statement that you wish to withdraw from the purchase.
The right of withdrawal may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. This may include opened dietary supplements.
For an eligible withdrawal:
• Customers are responsible for direct return shipping costs unless mandatory law or our error requires ELAMARA to pay
• We will refund the product price and the cost of the least expensive standard delivery option
• Premium or express delivery upgrades are not refundable
• We may wait until the goods are returned, or evidence of return is supplied, before issuing the refund
INTERNATIONAL CUSTOMER RIGHTS
Customers outside the United Kingdom and European Union may have additional mandatory rights under the consumer laws of their own country, state, province or territory.
Those rights remain unaffected by this policy.
Where a local consumer law gives you a remedy that is more favorable than this voluntary return policy, the mandatory local right will apply.
REFUNDS
Once an eligible return is received and inspected, we will notify you whether the refund has been approved.
If approved, ELAMARA aims to issue the refund to the original payment method within 2 business days.
After we issue the refund, your bank, card issuer or payment provider may take additional time to process and display the funds in your account.
Refunds may include:
• The approved purchase price
• Applicable standard outbound shipping costs where required by law
• Reasonable return shipping costs where the item was confirmed as damaged, defective or incorrect
Refunds will not normally include:
• Express or premium delivery upgrades
• Return shipping for a voluntary change-of-mind return
• Customs duties, import taxes or brokerage fees paid directly to a government, carrier or customs authority, unless required by applicable law
• Products that do not meet the eligibility conditions in this policy
PARTIAL OR REDUCED REFUNDS
Where permitted by law, a refund may be reduced if:
• The product has been handled beyond what is reasonably necessary to inspect it
• The product or packaging has been damaged after delivery
• Items from a bundle are missing
• Accessories, promotional items or components included with the purchase are not returned
No restocking fee is charged.
LATE OR MISSING REFUNDS
If we have confirmed that a refund was issued but it has not appeared:
1. Check your bank or payment account again.
2. Contact your card issuer or payment provider.
3. Allow for their normal processing period.
If more than 15 business days have passed since ELAMARA confirmed that your refund was approved, contact:
support@elamara.store
ORDER CANCELLATIONS BEFORE DISPATCH
Contact us as soon as possible if you need to cancel or change an order.
We cannot guarantee cancellation once an order has entered processing, fulfillment or shipping.
If the order has already been processed or dispatched, you may need to wait for delivery and then follow the return process in this policy.
DELIVERY DELAYS AND UNDELIVERED ORDERS
If we become aware that an order cannot be dispatched within the timeframe communicated at checkout, we will contact you with an updated estimate where required.
Where applicable, you may choose to accept the delay or cancel the unshipped order for a refund.
If tracking states that an order has been delivered but you have not received it, contact us promptly so that we can investigate with the carrier.
CHARGEBACKS AND PAYMENT DISPUTES
Please contact support@elamara.store before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter.
This does not restrict any legal right you may have to raise a payment dispute with your bank or card provider.
CONTACT US
For questions, returns, damaged items or refund enquiries, contact:
ELAMARA
Operated by: OXBEAK LTD
Email: support@elamara.store
Website: https://elamara.store
Our business and correspondence address is available on the Contact Information page of our website.
Please do not send returns to that address unless our customer-support team has confirmed in writing that it is the correct return destination.