Refund & Return Policy

At Elm Lab, we take great care in crafting and delivering our products and we want you to feel confident and supported at every step. If something isn’t quite right, we’re here to help.

Return eligibility

We accept returns on unopened, unused products in their original condition within 15 days of purchase, if bought directly from our website.

To initiate a return, please email us at hello@elmlabskincare.com with your order number and reason for return. Once confirmed, we’ll provide return instructions.

Return shipping is at the customer’s expense. We recommend using a tracked courier service, as we are not responsible for items lost in transit. Shipping costs are non-refundable.

Damaged or faulty items

We’re sorry if your order didn’t arrive as expected. Please email us at hello@elmlabskincare.com within 15 days and include a clear photo of the issue.
We’ll assess your claim and arrange a replacement or refund, depending on the situation.

Stockist and retail purchases

If you purchased an Elm Lab product through a stockist or retail partner, please contact them directly. Their individual returns policies will apply.

International customers

We understand that shipping times may vary. If you require extra time to assess your order, just get in touch, we’re happy to help.