Complaints & Dispute Resolution


Complaints & Dispute Resolution

Last updated: 6 December 2025

We want you to be happy with your experience at Elixir Store. If something goes wrong, we take it seriously and aim to put it right as quickly and fairly as possible.

This page explains how you can raise a complaint and how we handle it.

1. How to raise a complaint

If you have a complaint about a product, an order, our service or our website, please contact us:

Email: support@elixirstore.co.uk

Please include, where possible:

  • Your full name

  • Your order number (if applicable)

  • The email address used to place the order

  • A clear summary of the issue

  • Any supporting photos or screenshots (for example, for faulty or damaged items)

This helps us understand the problem and respond more quickly.

2. How we handle complaints

We aim to:

  • Acknowledge your complaint within 2–3 working days

  • Review the details and investigate the issue

  • Provide a substantive response or update usually within 10 working days

In some cases, we may need more time (for example, if we are waiting for information from a delivery partner or supplier). If that happens, we will let you know and keep you updated.

When reviewing your complaint, we will consider:

  • The circumstances of the order and issue raised

  • Our Returns & Refunds Policy and Terms & Conditions

  • Your rights under UK consumer law

3. Possible outcomes

Depending on the nature of your complaint, we may:

  • Offer a replacement (for example, for faulty or damaged items)

  • Arrange a refund in line with our policies

  • Propose a partial refund or store credit, where appropriate

  • Provide an explanation or clarification where no fault is found

  • Explain any steps we are taking to prevent similar issues in future

Any resolution will be confirmed to you in writing (usually by email).

4. If you are unhappy with the outcome

If you are not satisfied with our response, you can:

  1. Reply to our email and explain why you remain unhappy or what you feel has not been addressed.

  2. We will arrange for a further review of your complaint, which may be handled by a different member of our team where possible.

We will then send you a final response, setting out our position.

5. Your legal rights

Nothing in this Complaints & Dispute Resolution page affects your statutory rights under UK consumer law.

If, after our final response, you still feel your complaint has not been resolved, you may wish to:

  • Seek independent advice, for example from Citizens Advice

  • Consider your options under consumer protection law or, where appropriate, the courts of England and Wales (or your local UK court if you are a consumer in Scotland or Northern Ireland)

6. Contact details

If you have a complaint, or if you have any questions about this process, please contact:

Email: support@elixirstore.co.uk
Website: elixirstore.co.uk

We appreciate all feedback – including complaints – as it helps us improve our products and service.