Returns
Something not right with your order?
Tell us quickly and we will put it right. Here is how damage, shortages and returns work.
3 days
To report damage or missing cases
From delivery, in writing
4 days
To report faulty goods
Or goods that don't match their description
7 days
To send goods back
Quoting the returns number we give you
How to report a problem
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Tell us
Email hello@myelement.co.uk with your order number, what is wrong and photos of any damage.
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Get a returns number
We check the details and give you a returns number if goods need to come back.
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Send it back or we collect
For damaged, short or faulty goods we arrange and pay for collection. For other agreed returns, send the goods back at your cost within 7 days, quoting your returns number.
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Replace or refund
We replace the goods free of charge or refund the price of the affected items.
Damaged, missing or faulty goods
Check your delivery when it arrives. If cases are damaged or missing, tell us or the courier in writing within 3 days of delivery. If goods are faulty or don't match their description, tell us within 4 days of delivery.
Once we have confirmed the problem, we will replace the goods free of charge or refund the price of the affected items.
Changed your mind?
We sell in bulk for business use, so we can only take back goods you no longer need by agreement. Contact us before sending anything. Goods must be unused and in their original sealed cases, and a 25% restocking fee applies.
Custom printed and made-to-order items can't be returned unless they are faulty.
Buying as a consumer?
If you buy from us as a private individual rather than a business, you also have legal rights, including the right to cancel most online orders within 14 days of delivery. Nothing on this page affects those rights.
Need to report a problem?
Have your order number ready. Photos help us sort it faster.
