Warranty & Product Care

Last updated: 6 December 2025

At Elixir Store, we want our products to feel good to use and to last as they should in everyday life. This page explains:

How our warranty / quality promise works
What is and isn’t covered
How to care for your products to keep them looking their best

This page should be read alongside our Returns & Refunds Policy and Terms & Conditions.

1. Our warranty & quality promise

We do not offer a separate extended warranty. Instead, your products are covered by:

Our 30-day returns window for eligible items (see Returns & Refunds Policy)
Your rights under UK consumer law if a product is faulty or not as described

In addition to your statutory rights, we aim to act fairly and reasonably if there is a clear quality issue with a product used in a normal way.

Nothing on this page affects your legal rights as a consumer.

2. What is covered

Subject to our Returns & Refunds Policy and UK consumer law, we will normally treat the following as quality / warranty issues:

Manufacturing defects (e.g. broken stitching, faulty zips, loose hardware on arrival)
Major defects in materials on arrival (e.g. significant peeling, deep scratches or marks present straight out of the packaging)
Incorrect personalisation where the mistake is ours (e.g. wrong initials, wrong spelling compared with your order)
Items that arrive damaged in transit (e.g. cracked mirror, heavily dented packaging affecting the product)

If we agree there is a quality issue, we will usually offer:

A replacement free of charge, or
A refund, where a replacement is not available

We may ask for clear photos or videos so we can assess the issue and, where helpful, pass feedback to our suppliers.

3. What is not covered

The following are not generally covered as warranty or quality defects:

Normal wear and tear from everyday use
Damage caused by misuse, neglect or improper care, including:
- Overfilling bags, cases or pouches so that seams or zips are strained
- Scratches, scuffs or dents from impact, dropping or dragging
- Damage caused by exposure to extreme heat, direct sunlight, moisture or chemicals
Cosmetic changes over time, such as:
- Minor creasing in PU or leather
- Fading, slight colour variation or softening of materials with age
- Minor surface marks or hairline scratches from regular handling
Colour transfer from dark clothing, denim or other materials onto light-coloured products
Damage to personalised details (e.g. printed/foiled initials) caused by abrasion, friction, harsh cleaning products or soaking
Issues arising where personalisation details were entered incorrectly by the customer at checkout (wrong initials, spelling, name etc.)

Perfumes and beauty products are not covered for:

Personal dislike of the scent or texture
Reactions or sensitivities unique to an individual (please discontinue use if irritation occurs)

If you are unsure whether an issue is covered, you can always contact us and we will review it case by case.

4. How to report a quality or warranty issue

If you believe there is a fault or quality issue with your item, please contact us as soon as you can:

Email: support@elixirstore.co.uk

Please include:

Your full name
Your order number
The product name and a brief description of the issue
Clear photos or videos showing the problem

We will review your message and let you know the next steps, which may include:

Requesting additional information or photographs
Approving a replacement or refund (in line with our policies)
Providing instructions for return, where necessary

5. Product care – bags, cases & vanity accessories (PU / vegan leather)

Many of our cosmetic bags, travel cases and trays are made from PU (“vegan leather”) or similar materials.

To keep them looking their best:

Avoid overfilling – this helps protect zips, seams and structure
Store in a cool, dry place away from direct sunlight and extreme heat
Wipe the outer surfaces with a soft, slightly damp cloth; avoid soaking
Do not use harsh chemicals, bleach, alcohol wipes or abrasive cleaners
Try to keep light colours away from dark denim or fabrics that may transfer colour
Avoid dragging the product on rough surfaces that can cause scuffs or wear

For items with monogrammed initials:

Avoid rubbing or scratching the monogram area against rough surfaces
Do not scrub the lettering; instead, gently wipe around it with a soft cloth

6. Product care – genuine leather items

Some products may be made from genuine leather.

To care for leather:

Keep away from excessive moisture; if it gets lightly wet, gently pat dry with a soft cloth and allow it to air dry naturally
Avoid direct heat sources (radiators, hairdryers, strong sunlight)
Store in a cool, dry place when not in use
Wipe with a soft, dry cloth; use a suitable leather conditioner if desired, following the product’s instructions
Expect some natural variation in grain and texture – this is part of the character of real leather

7. Product care – clear PVC / TPU & transparent bags

For clear cosmetic and travel bags:

Avoid sharp objects that can scratch or puncture the clear panels
Wipe with a soft, damp cloth and then dry gently
Do not use strong solvents, bleach or products not intended for plastics
Avoid storing coloured liquids or heavily pigmented products without secure lids to reduce the risk of staining
Keep away from prolonged, direct sunlight to minimise discolouration or warping

8. Product care – mirrors & hardware

Many of our accessories include built-in mirrors and metal hardware (zips, clasps, rings).

For mirrors:

Clean with a soft, lint-free cloth; for smudges, use a small amount of glass cleaner sprayed onto the cloth (not directly on the mirror)
Avoid abrasive pads or rough cloths that may scratch the surface

For metal hardware:

Avoid direct contact with perfumes, lotions, oils and strong cleaning agents
Wipe gently with a soft, dry cloth if marks appear
Store items so that hardware is not constantly rubbing against other hard surfaces

Some natural fading or patina on hardware may occur over time with regular use.

9. Product care – fragrances (e.g. Elixir One)

To help your fragrances last and perform well:

Store bottles upright in a cool, dry place
Keep away from direct sunlight, radiators and very warm areas (e.g. on top of a radiator or in a hot car)
Avoid storing in very humid environments like a bathroom for long periods
Replace caps securely after use
Apply to clean, dry skin and allow to dry before contact with fabrics that may stain

Safety notes:

For external use only
Keep away from eyes, irritated or broken skin
Keep out of reach of children and pets
If irritation occurs, discontinue use and rinse with water

10. Questions about care or quality

If you are unsure how to care for a particular product, or you would like advice on a specific item, please contact us – we’re happy to help.

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

We recommend keeping your order confirmation and any care information so that, if anything does go wrong, we can assist you as smoothly as possible.