Refund policy
Last Updated: November 10, 2026
At Elumia, we are committed to providing quality products and a reliable shopping experience.
We carefully select our products and work to ensure that orders are processed and delivered accurately.
While purchases are generally considered final sale, we understand that issues can occasionally arise. If your order arrives damaged, contains an incorrect product, is defective, or does not arrive as expected, our customer support team is available to assist.
This Refund & Return Policy explains the circumstances under which returns, refunds, replacements, and other resolutions may be available.
1. GENERAL RETURN & REFUND POLICY
Unless otherwise required by applicable law or expressly stated at checkout, all purchases made through Elumia are considered final sale.
We generally do not accept returns or provide refunds for:
- Changes of mind after purchasing.
- Buyer’s remorse.
- Personal preferences.
- Products that do not meet subjective expectations despite matching their descriptions.
- Accidental purchases that have already entered fulfillment.
- Products that have been opened, used, or consumed.
- Promotional, discounted, or bundled purchases.
- Shipping delays outside our reasonable control.
- Membership charges properly processed before cancellation.
However, we will review qualifying issues involving damaged, defective, incorrect, or missing products.
Nothing in this policy limits your statutory consumer rights.
2. REPORTING AN ORDER ISSUE
If you experience a problem with your order, please contact our support team within 15 days of delivery.
Email: support@tryelumia.com
When contacting us, please include:
- Your order number.
- The email address associated with your purchase.
- A brief explanation of the issue.
- Clear photographs of the product and packaging, where applicable.
- Any additional information reasonably necessary to review your claim.
Our team will evaluate your request and determine the appropriate resolution.
Depending on the circumstances, an approved claim may result in a replacement, reshipment, store credit, or refund.
Claims submitted after the 15-day reporting period may not qualify for discretionary remedies. This deadline does not restrict rights or remedies that cannot legally be limited.
3. PRODUCT RETURN PROCESSING FEE
Approved discretionary product returns are subject to an 8% return processing fee.
The fee is calculated using the eligible product purchase amount approved for refund.
The processing fee will be deducted from the refund issued to the original payment method.
For example, an approved discretionary product refund of $100.00 would result in a refund of $92.00 after the 8% processing fee.
This fee helps cover administrative and operational expenses associated with processing returned merchandise.
When the Fee Does Not Apply
The 8% return processing fee does not apply to refunds required because of:
- Defective products.
- Products damaged before or during delivery.
- Incorrect items shipped by Elumia.
- Products materially different from their advertised descriptions.
- Other circumstances where a full refund is required by applicable law.
The fee applies only to eligible discretionary product returns approved under this policy.
4. DIETARY SUPPLEMENTS & HYGIENE REQUIREMENTS
Because Elumia sells dietary supplements and other ingestible wellness products, additional safety and hygiene requirements apply.
For discretionary returns, products must generally be:
- Unopened.
- Unused.
- In their original packaging.
- Returned with intact safety seals.
- In a condition suitable for resale.
Opened, consumed, or unsealed dietary supplements are generally not eligible for discretionary returns or refunds.
This restriction is intended to protect product integrity and customer safety.
Damaged or Compromised Supplements
If a supplement arrives with a broken safety seal, damaged container, leaking packaging, or other signs of possible contamination, please do not consume the product.
Contact our support team promptly with photographs and your order details.
We will review the issue and arrange an appropriate resolution where the claim is verified.
These hygiene restrictions do not affect your legal rights concerning defective, damaged, or misrepresented products.
5. MISSING OR LOST ORDERS
If your order is marked as delivered but you cannot locate the package, please complete the following checks:
- Check with household members, neighbors, reception staff, or building management.
- Inspect common delivery locations, including porches, mailrooms, side entrances, and other secure areas.
- Review the tracking information for delivery notes or photographs.
- Contact the shipping carrier for additional delivery details.
If the package remains missing, contact support@tryelumia.com within 15 days of the carrier’s reported delivery date.
Please provide your order number and tracking information.
Our team may contact the carrier or review available delivery records to investigate.
A package marked delivered is not automatically eligible for a refund, but we will assess the circumstances and provide any remedy required by applicable law.
Where a shipment is confirmed lost, we may arrange a replacement, reshipment, or refund.
6. DAMAGED ORDERS
If your order arrives damaged, please notify us within 15 days of delivery.
Retain the original packaging and provide clear photographs showing the damage.
This information may be necessary to evaluate the issue and submit a claim with the shipping provider.
Where the damage is verified, we will provide an appropriate resolution, which may include:
- A replacement product.
- Reshipment at no additional cost.
- Store credit, where accepted by the customer.
- A refund.
No return processing fee applies to verified damaged-product claims.
We may not require the damaged product to be returned where doing so is unnecessary or impractical.
7. INCORRECT PRODUCTS
If you receive a product different from the item you ordered, contact us within 15 days of delivery.
Include your order number and a photograph of the product received.
After verifying the issue, we will arrange an appropriate resolution.
This may include sending the correct product at no additional cost or providing a refund.
Customers will not be charged an 8% return processing fee for incorrect items shipped by Elumia.
8. DEFECTIVE PRODUCTS
If a product arrives defective or develops a defect during normal use, please contact our support team.
Where possible, provide photographs or videos documenting the issue.
We may request additional information to understand the nature of the defect.
If the claim is approved, we may provide a replacement, store credit, or refund, subject to applicable law.
The 15-day reporting period applies to discretionary claims and does not limit statutory remedies for defective products.
9. SHIPPING DELAYS
We aim to process and deliver orders within the estimated timeframes described in our Shipping Policy.
Orders are typically processed within 1–3 business days, with estimated delivery occurring 7–14 business days after dispatch.
However, delays may occur because of carrier disruptions, weather conditions, customs processing, seasonal demand, inventory issues, or other circumstances outside our reasonable control.
Delivery estimates are not guaranteed.
Shipping delays alone do not automatically qualify an order for a refund, except where required by applicable law.
If we cannot ship your order within the timeframe disclosed at checkout or otherwise required by law, we will provide the applicable notices and cancellation or refund options.
10. ORDER CANCELLATIONS
Orders may enter processing shortly after checkout.
For this reason, we cannot guarantee that an order can be canceled after submission.
If you wish to request cancellation, contact us immediately at:
support@tryelumia.com
We will attempt to accommodate the request where the order has not entered fulfillment.
Orders that have already shipped generally cannot be canceled.
There is no separate order cancellation fee.
If a shipped order qualifies for a discretionary return, the applicable 8% return processing fee may apply.
Cancellation rights required by applicable law remain unaffected.
11. RETURN AUTHORIZATION & INSTRUCTIONS
Customers must contact our support team before returning merchandise.
Email: support@tryelumia.com
If a return is approved, we will provide instructions and the appropriate return address.
Please do not send products to our business mailing address unless our support team specifically instructs you to do so.
Returns sent without prior authorization may be delayed or refused, except where applicable law requires otherwise.
We recommend using a shipping method that provides tracking information.
For discretionary returns, customers are responsible for return shipping costs unless otherwise agreed.
Where the return results from an error attributable to Elumia or a defective or incorrect product, we will provide an appropriate remedy without imposing costs prohibited by law.
12. RETURN INSPECTIONS
Where a physical return is required, the returned merchandise may be inspected before a refund is approved.
The inspection may verify:
- Product identity.
- Packaging condition.
- Safety seal integrity.
- Evidence of use or consumption.
- Eligibility under the applicable return conditions.
If the product does not meet the requirements for a discretionary return, the request may be declined.
This does not affect remedies required under applicable consumer-protection laws.
13. EXCHANGES
Elumia does not generally offer direct exchanges for changes of mind or personal preferences.
If a discretionary return is approved, you may place a separate order for another product.
Where an incorrect or defective product was supplied, we may arrange a replacement without requiring a new purchase.
Exchanges and replacements are subject to product availability.
14. REFUND PROCESSING TIMES
When a refund is approved, we will issue it to the original payment method unless otherwise required by law.
Refunds are generally processed within 5–10 business days after approval or completion of any required return inspection.
Once issued, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.
If you have not received an approved refund after the expected processing period, contact our support team.
15. SHIPPING COSTS
Original shipping charges are generally non-refundable once shipping services have been performed.
Customers are ordinarily responsible for return shipping costs associated with approved discretionary returns.
However, shipping costs and return expenses will be handled as required by law when an order is defective, incorrect, damaged, or otherwise qualifies for a mandatory remedy.
Elumia does not charge a general order handling fee.
16. ELUMIA VIP CLUB MEMBERSHIP
Certain purchases may include enrollment in the Elumia VIP Club, subject to the membership disclosures presented during checkout.
The VIP Club is a recurring membership program offering eligible members access to exclusive benefits.
16.1 Membership Enrollment
VIP Club enrollment requires affirmative acceptance of the applicable membership terms presented during checkout.
The membership price may vary depending on the product, bundle, or promotional offer associated with the customer’s purchase.
The exact recurring membership price and billing frequency will be disclosed before enrollment and confirmed after purchase.
16.2 Complimentary Introductory Period
New VIP Club members receive a 28-day introductory membership period beginning on the date of enrollment.
No separate membership fee is collected when the qualifying initial order is placed.
During this period, members may access applicable VIP Club benefits.
16.3 First Membership Charge
Unless the membership is canceled before the introductory period ends, the first membership payment will be collected on the 28th day following enrollment.
The membership price varies depending on the product or offer selected and is typically between $29.99 and $49.99 USD.
The exact amount charged will be the recurring membership price disclosed and accepted during checkout.
16.4 Automatic Renewal
Following the introductory period, the VIP Club automatically renews every 28 days until canceled.
Each renewal is billed at the recurring membership price associated with the customer’s selected offer.
For most offers, this amount falls between $29.99 and $49.99 USD per 28-day billing cycle.
The exact price may differ where a separate amount is expressly disclosed and accepted at checkout.
Membership charges continue automatically even if the customer does not place additional product orders.
16.5 VIP Club Benefits
Depending on the applicable membership offer, benefits may include:
- 25% off eligible products.
- Complimentary shipping on qualifying future purchases.
- Exclusive member promotions.
- Access to additional VIP-only offers.
Benefits are subject to applicable product eligibility requirements, promotional conditions, and membership terms.
16.6 Membership Cancellation
You may cancel your VIP Club membership at any time without a cancellation fee.
Online Cancellation:
tryelumia.com/pages/membership-cancellation
Email Cancellation:
support@tryelumia.com
Cancellation takes effect immediately upon successful processing and prevents future renewal charges.
To avoid an upcoming charge, cancellation must be completed before the scheduled billing time.
Canceling a membership does not automatically refund charges already processed.
16.7 Subscription Terms
For complete membership conditions, please review:
tryelumia.com/pages/subscription-terms
The membership terms disclosed at checkout govern the specific recurring price authorized for your enrollment.
17. VIP MEMBERSHIP REFUNDS
Membership payments are generally non-refundable once properly processed under an authorized membership.
However, if you believe a charge was incorrect, duplicated, unauthorized, or otherwise processed in error, please contact us promptly.
Our team will review the transaction history, membership authorization, cancellation timing, and applicable circumstances.
We may approve a full or partial refund as a courtesy or where required by law.
17.1 Subscription Refund Processing Fee
Approved discretionary VIP Club membership refunds are subject to a 5% refund processing fee.
This fee is calculated using the membership amount approved for refund.
For example:
|
Approved Membership Refund |
5% Processing Fee |
Refund Issued |
|---|---|---|
|
$29.99 |
$1.50 |
$28.49 |
|
$39.99 |
$2.00 |
$37.99 |
|
$49.99 |
$2.50 |
$47.49 |
The fee is deducted from the approved discretionary refund.
17.2 Exceptions
The 5% fee does not apply to:
- Unauthorized membership charges.
- Duplicate billing.
- Billing errors attributable to Elumia.
- Charges collected without legally valid authorization.
- Refunds that must be provided in full under applicable law.
Membership cancellation itself is always free.
17.3 Membership Cancellation Versus Refunds
Canceling a membership prevents future recurring charges but does not automatically reverse previously completed payments.
Refund requests are evaluated separately under this policy, our Subscription Terms, and applicable law.
18. CHARGEBACKS & PAYMENT DISPUTES
If you believe a transaction is incorrect, duplicated, unauthorized, or otherwise disputed, we encourage you to contact our support team first.
Email: support@tryelumia.com
Many billing concerns can be resolved directly after reviewing the relevant order or membership information.
We may review payment authorization records, order confirmations, delivery information, membership disclosures, and customer communications when investigating a dispute.
Where a chargeback is initiated, Elumia may provide relevant transaction evidence to the payment provider or financial institution.
Nothing in this policy limits your right to dispute a transaction in good faith through your bank, card issuer, payment provider, or applicable consumer-protection procedures.
We may restrict future purchases where we reasonably identify fraudulent activity or deliberate abuse of our services.
19. INTERNATIONAL CUSTOMERS
Customers purchasing from outside the United States may have additional rights under the consumer-protection laws of their country or region.
Where mandatory cancellation, return, refund, or withdrawal rights apply, those rights take precedence over conflicting provisions of this policy.
Certain sealed dietary supplements and hygiene-sensitive products may be excluded from statutory withdrawal rights once unsealed, where permitted by applicable law.
Customers should contact our support team if they believe mandatory local consumer rights apply to their purchase.
20. POLICY UPDATES
Elumia may revise this Refund & Return Policy to reflect changes in our operations, product offerings, legal obligations, or customer service procedures.
Updated versions will be published on our website.
Material changes affecting existing purchases or memberships will be handled in accordance with applicable law.
Changes will not retroactively remove statutory rights or remedies available to customers.
21. CUSTOMER SUPPORT
Our customer support team is available to assist with eligible order issues, refund requests, product concerns, and membership inquiries.
Support Hours:
8:00 AM – 8:00 PM Eastern Time
Customer Support Email:
support@tryelumia.com
We aim to review inquiries promptly during our support hours.
Requests received outside these hours will be addressed as soon as reasonably possible.
Support is provided by email.
22. CONTACT INFORMATION
Elumia
Website:
tryelumia.com
Customer Support:
support@tryelumia.com
Legal Inquiries:
legal@tryelumia.com
Business Mailing Address:
30 N Gould St, STE N
Sheridan, WY 82801
United States
VIP Membership Cancellation:
tryelumia.com/pages/membership-cancellation
Subscription Terms:
tryelumia.com/pages/subscription-terms
Billing Statement Information
Elumia previously operated under the domain shopelumia.com.
Purchases and authorized membership charges may appear on customer billing statements as:
shopelumia.com
If you have questions about a transaction displaying this descriptor, contact support@tryelumia.com.
Thank you for choosing Elumia. We appreciate your business and are committed to helping resolve eligible order and membership concerns fairly.
Last Updated: November 10, 2026