Refund policy

Refund Policy

We want you to love your Elemento order. Our 30-Day Happiness Guarantee covers you from the moment your item arrives.

Change of mind: You may return most items within 30 days of delivery for a full refund, provided the item is unused and in its original packaging. Return shipping is your responsibility unless the item is faulty or incorrect.

Faulty or damaged items: If your item arrives damaged or faulty, contact us within 14 days of delivery with a photo and we'll send a free replacement or a full refund.

Wrong item received: If you receive the wrong item, contact us and we'll send the correct item or a full refund at our cost.

How to start a return: Reply to your order email or message us via the site chat with your order number and reason. We'll reply with return instructions within 1–2 business days.

Refund timing: Once we receive and inspect your return, we refund your original payment method within 3–5 business days (your bank may add a few days).

Hygiene items: For hygiene reasons, opened personal-care items (such as eyelashes, or an LED face mask once used) can't be returned unless faulty.

Cancelling an order: You can cancel free of charge if you let us know before dispatch (usually within 12 hours of ordering). Once dispatched, standard returns apply.

For any questions, message us via the chat or reply to your order email.