Refund policy
If a product has not worked for you, we refund you. This page explains exactly how, how long it takes, and what your legal rights are on top of our own promise.
Tell us within 60 days of receiving your order that it has not helped, and we refund you in full. No form, no reason needed.
We do not ask you to post anything back and we do not charge return postage. One message is all it takes.
How a refund works
How long it takes
We process your refund within 2 working days of agreeing it.
After that it is with your bank. Card refunds usually appear on your statement within 5 to 10 working days, depending on the bank. PayPal and Apple Pay are often quicker.
If it has been longer than ten working days since we confirmed your refund and nothing has arrived, message us. We will send you the refund reference so your bank can trace it.
How refunds are paid
Refunds always go back to the original payment method. We cannot pay a refund to a different card, into a different account, or as store credit, and we will never ask you for your card details to process one.
Delivery charges. If you paid nothing for delivery, there is nothing to refund. If you paid £5.87 for Express Delivery and you are cancelling your whole order, we refund that too. If you are refunding part of a multi-pack order, the delivery charge stays as it was.
Your legal rights, on top of ours
Our 60-day promise sits on top of the rights you already have by law in the United Kingdom. It does not replace them, and nothing on this page takes them away.
The right to change your mind. Because you bought online, you have 14 days from the day your order arrives to cancel it for any reason at all, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason and the product does not need to be faulty. Our own 60 days are simply longer and easier.
If something is faulty or damaged. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item reaches you faulty, damaged or not as described, you are entitled to a full refund. This applies regardless of our 60-day promise and regardless of anything else written on this page.
To cancel under the 14-day right, a message to us saying so is enough. You do not need a special form.
What we cannot refund
We cannot refund a product that has been damaged after it reached you — cut, torn, put through a washing machine, dried on a radiator, or altered.
We cannot accept a claim once 60 days have passed since your order arrived.
We cannot refund an order we have no record of. If you ordered through a shop that is not Elmwell, you will need to speak to them.
If an item was faulty, damaged or not as described when it reached you, none of the above applies. You are covered under the Consumer Rights Act 2015.
Ask for a refund
Send us your order number and tell us what has happened. We reply within one working day and sort it out. No hoops to jump through.