Refund policy
Return & Refund Policy
Effective Date: May 23, 2026 Last Updated: May 23, 2026
This Return & Refund Policy ("Policy") explains how Elumia ("Elumia," "we," "us," or "our") handles cancellations, returns, and refunds for products purchased through shopelumia.com (the "Site"). This Policy forms part of, and should be read together with, our Terms of Service. By placing an order, you agree to the terms of this Policy. Where any conflict exists, the terms more protective of Elumia control.
1. Before You Buy
Because our products are dietary supplements, please read the full product page, ingredient list, and all health disclaimers before ordering. Our products are not FDA evaluated and are not intended to diagnose, treat, cure, or prevent any disease. Consult a qualified healthcare professional before use, especially before giving any product to a child. Dissatisfaction with results, taste, texture, or smell does not constitute a product defect.
2. Return Eligibility — All Returns Require Pre-Authorization
No return will be accepted without prior written authorization from our support team. Packages returned to us without an approved Return Merchandise Authorization ("RMA") will be refused, discarded, or returned at your expense, and no refund will be issued.
To be eligible for a return:
- You must contact us at support@shopelumia.com within thirty (30) days of the delivery date to request an RMA.
- You must provide your order number, the reason for return, and (where applicable) photographs of the product.
- Once approved, you must ship the product back to the address we provide within seven (7) days of receiving the RMA.
- The product must be returned in its original packaging where possible.
- All returns are subject to inspection on receipt; approval of an RMA does not guarantee a refund. Refunds are issued only after the returned product is received and inspected.
We reserve the right to refuse, in our sole discretion, any return request that does not meet these conditions or that we determine to be abusive, fraudulent, or in violation of our Terms of Service.
3. Return Shipping
The customer is solely responsible for all return shipping costs, including any applicable duties, taxes, or customs fees on international returns. Original shipping fees paid on the outbound order are non-refundable.
We strongly recommend using a trackable and insured shipping method. We are not responsible for returns that are lost, stolen, or damaged in transit, and no refund will be issued for items that do not reach us.
4. Restocking Fee
A 15% restocking fee is deducted from the refund amount on all approved returns, regardless of reason (other than verified defective or incorrect-item shipments under Section 7).
5. Subscription Refund Processing Fee
In addition to the 15% restocking fee, all Subscription refunds are subject to a 3.5% payment processing fee, deducted from the refund amount. This fee covers non-recoverable payment processor and gateway costs and applies to any Subscription order that is refunded for any reason after fulfillment.
6. Cancellations Before Fulfillment
6.1 One-Time Orders
You may request to cancel or modify a one-time order only before it has been fulfilled (processed, packed, or shipped). To request a cancellation, email support@shopelumia.com as soon as possible with your order number. We aim to fulfill orders within 24–72 hours of purchase, so cancellation requests are time-sensitive and not guaranteed. Once an order is fulfilled, it cannot be cancelled, modified, or refunded — you must follow the Return process above.
6.2 Subscription Orders
You may cancel, skip, or modify an upcoming Subscription order only before the next renewal has been fulfilled. Cancellation requests must be submitted via email to support@shopelumia.com a reasonable time before the renewal date; requests submitted close to or after fulfillment may not be honored.
Once a Subscription order has been fulfilled, it cannot be cancelled, modified, paused, or refunded — you must follow the Return process above and the Subscription refund processing fee will apply.
7. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or with the wrong item, contact us at support@shopelumia.com within seven (7) days of delivery with:
- Your order number
- A description of the issue
- Clear photographs of the product, packaging, and shipping label
Upon verification, we will, at our sole discretion, either (a) send a replacement at no additional charge, or (b) issue a full refund of the product price, with no restocking fee deducted. We will also cover return shipping in these specific cases, where return is requested.
Claims submitted after seven (7) days, or without supporting evidence, may be denied. Minor cosmetic imperfections to packaging that do not affect product integrity are not considered defects.
8. Lost or Stolen Packages
Once an order is handed off to the carrier, title and risk of loss pass to you. We are not liable for packages marked as delivered but not received, packages stolen after delivery, or packages lost or delayed by the carrier. If your tracking indicates a delivery issue, you must:
- Contact the carrier directly to open a trace or investigation;
- Notify us at support@shopelumia.com within seven (7) days of the latest tracking event.
We may, at our sole discretion and as a goodwill gesture, assist with the carrier claim or offer a one-time replacement at the customer's expense. We are under no obligation to do so and any such gesture does not constitute an admission of liability or set a precedent for future orders.
9. Non-Refundable Items
The following are non-refundable under any circumstance:
- Free gifts, bonus items, or promotional add-ons
- Discounted promotional items where stated as final sale
- Outbound shipping fees, expedited shipping upgrades, and any insurance or handling charges
- Products damaged through misuse, neglect, improper storage, exposure to heat, or use contrary to label instructions
- Products purchased through unauthorized third-party retailers or resellers
- Products refused at delivery without an approved RMA
- Orders flagged by us as fraudulent or in violation of our Terms of Service
10. Refund Method & Timing
Approved refunds are issued to the original payment method used on the order. Refunds to alternate payment methods, store credit, or other parties are not available.
After we receive and inspect the returned product, please allow:
- 3–5 business days for us to process the refund;
- 5–10 additional business days for your bank or card issuer to post the funds. Timing is outside our control once the refund is initiated on our end.
We will deduct any applicable restocking fee, processing fee, and outbound shipping charges from the refund amount before processing.
11. Chargebacks & Payment Disputes
If you have an issue with your order, please contact us first. We are committed to resolving legitimate concerns through this Policy.
Initiating a chargeback or payment dispute with your bank or card issuer without first contacting us and giving us a reasonable opportunity to resolve the issue is a material breach of our Terms of Service. We reserve the right to dispute any chargeback we believe to be improper, fraudulent, or filed in bad faith, and to recover all associated fees, costs, and reasonable attorneys' fees. Customers who file improper chargebacks may be banned from future purchases and have any active Subscriptions cancelled without refund.
12. International Returns
Customers outside the United States may return products subject to this Policy. Customers are solely responsible for:
- Return shipping costs (including international postage and tracking);
- Any export, import, customs, or duty fees incurred during the return;
- Compliance with their local laws regarding the export of dietary supplements.
Refunds on international orders exclude original outbound shipping, duties, and taxes paid at checkout where applicable.
13. Promotional Offers, Discounts & Bundles
Promotional pricing, introductory offers, discount codes, and bundle offers are limited to one (1) use per customer, household, shipping address, payment method, and/or email address (whichever is most restrictive). Any future purchase from the same customer is at standard full price.
Returns of orders placed using a promotional discount are refunded at the actual amount paid, not the standard retail price. If a bundle is partially returned, the discount is allocated proportionally; you may not return individual items from a bundle for a full single-unit retail refund.
14. Refusal & Right to Modify
We reserve the right to refuse a return, refund, or cancellation at our sole discretion, including (without limitation) where we believe the request is abusive, fraudulent, repeated, made in bad faith, or in violation of our Terms of Service. We may update this Policy at any time; the version in effect on the date of your order applies to that order.
15. How to Start a Return
To request an RMA or ask any question about this Policy:
Elumia Customer Support Email: support@shopelumia.com Phone: +1 (934) 241-2171 Website: shopelumia.com
When contacting us, please include your order number and a brief description of your request so we can assist you as quickly as possible.
By placing an order on shopelumia.com, you acknowledge that you have read, understood, and agree to this Return & Refund Policy.