Refund policy


Returns & Refunds Policy

Last updated: 6 December 2025

Thank you for shopping with Elixir Store (elixirstore.co.uk).
We want you to be happy with your order, so we’ve set out a clear returns and refunds policy below.

This policy applies to all purchases made on elixirstore.co.uk and does not affect your statutory rights under UK consumer law.

1. Overview

  • We offer a 30-day returns window for eligible items.

  • Personalised / custom items are non-returnable, unless they arrive faulty or defective.

  • If you change your mind or order the wrong item, you can still return eligible products, but you will need to cover the return shipping cost.

  • If an item arrives faulty, damaged or incorrect, we will replace it free of charge once we have received suitable proof.

All returns must be requested and approved by our team before you send anything back.

2. Eligibility for returns (non-personalised items)

For non-personalised items, you may request a return within 30 days of receiving your order, provided that:

  • The item is unused and in its original condition

  • All original packaging, tags and accessories are included

  • The item is not listed as a final sale item (if we clearly mark it as such on the product page)

If these conditions are not met, we may refuse the return or issue a partial refund at our discretion.

3. Personalised & custom items

Many of our products are personalised or made to order (for example, items with initials or names).

Because these are created specifically for you, they are non-refundable and non-returnable if:

  • You change your mind

  • You ordered the wrong colour, size, initials, spelling or product

  • You no longer want the item

However, if your personalised item arrives faulty, damaged or with an error caused by us, we will:

  • Offer a replacement free of charge, once we have received proof of the issue.

To help us resolve this quickly, please:

  • Contact us at support@elixirstore.co.uk

  • Provide your order number and a clear description of the issue

  • Attach photos or videos showing the fault, damage or personalisation error

  • Do this as soon as possible after delivery

We will not be able to accept returns or replacements for personalised items where the personalisation details were entered incorrectly by the customer at checkout.

4. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or incorrect, please contact us within a reasonable time after delivery.

Email: support@elixirstore.co.uk with:

  • Your full name

  • Your order number

  • The item(s) affected

  • Clear photos or videos showing the fault, damage or wrong item

Once we have reviewed and approved your claim:

  • We will arrange a replacement free of charge, and

  • Where necessary, provide instructions for returning or disposing of the faulty item.

If a replacement is not available, we may offer a refund instead.

In these cases, we will cover reasonable return shipping costs or provide a pre-paid label where possible.

5. Change of mind & wrong item ordered (customer remorse)

If you:

  • Change your mind, or

  • Order the wrong product, colour, size or style,

you can still request a return for eligible non-personalised items within 30 days of delivery, subject to the conditions in Section 2.

In these cases:

  • You are responsible for the cost of return shipping

  • The original shipping fee is non-refundable

  • We recommend using a tracked service, as you are responsible for the item until it reaches us

Once we receive and inspect the returned item, we will process your refund to the original payment method (minus any non-refundable shipping charges).

6. How to request a return

Before sending anything back, please contact us so we can approve and log your return.

  1. Email support@elixirstore.co.uk

  2. Include your:

    • Full name

    • Order number

    • Item(s) you wish to return

    • Reason for the return

    • Photos if the item is faulty/damaged or incorrect

  3. Our team will confirm whether your return is eligible and provide instructions on how and where to send your item.

Please do not send items back without contacting us first, as we may not be able to process your return.

Our returns address will be provided in our reply once your return has been approved.

7. Refunds

Once your return is received and inspected, we will email you to confirm:

  • That we have received your item, and

  • Whether your refund has been approved or rejected.

If approved:

  • Your refund will be processed back to your original payment method

  • Please allow 5–10 working days (depending on your bank or payment provider) for the refund to appear

Original shipping fees are non-refundable, except where an item is faulty, damaged, or incorrect due to our error.

8. Exchanges & replacements

We do not offer a like-for-like “exchange” system for change of mind. If you want a different item, colour or style:

  • Please request a return (if eligible), and

  • Place a new order for the item you want.

For faulty or incorrect items (including personalised products where the error is ours), we will send a replacement free of charge, as set out above.

9. Late or missing refunds

If you haven’t received a refund after we’ve confirmed it:

  1. Check your bank or card statement again

  2. Contact your bank, card provider or payment provider – there is often some processing time before a refund is posted

  3. If you’ve done all of this and still have not received your refund, please contact us at support@elixirstore.co.uk

10. Contact

If you have any questions about this Returns & Refunds Policy, please contact us:

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