A. Shipping & Delivery

Dispatch time: We dispatch within 48 hours (business days) after order confirmation and payment. Couriers: UPS, Aramex, or another reputable courier selected at checkout or by us. Tracking details are provided once shipped.  Delivery time: Typically, 1–3 business days Delivery windows are courierdependent. Addresses: Please provide a complete street address and reachable phone. Couriers may not deliver to P.O. Boxes. Delivery attempts: If a delivery is missed or address details are incorrect, redelivery fees may apply. Heat & handling: Supplements can be temperaturesensitive. We pack appropriately, but once the parcel is delivered (including “leave at door” requests) you are responsible for storage conditions (cool, dry, away from heat and direct sun).

B. Returns, Exchanges & Refunds

Because supplements are ingestible products and we cannot verify storage/use conditions after delivery, all sales are final and we do not accept returns or exchanges for change of mind or once products have been dispatched/opened. However, your statutory rights remain protected. Under law, if a product is defective, damaged on arrival, incorrect, counterfeit/recalled, or expired, you are entitled to a remedy (repair/replacement or refund) and, where applicable, alternate goods while repairs/replacement are pending. For goods without a warranty or where certain warranty conditions conflict, a refund may be due if a defect is discovered within 30 days.
What to do if there’s an issue:
  1. Notify us within 48 hours of delivery at office@elysiumlab.com with your order number, photos of the product/outer packaging, and the batch/lot number.
  2. Do not discard items or packaging until we advise next steps.
  3. If a return pickup is needed for inspection, we’ll arrange it. If the defect is confirmed, we’ll replace the item or refund the original payment method. If not confirmed, we’ll return the item to you.
Consumer rights reminder: law requires providers to honour warranties and to repair, replace, or refund defective goods (and provide temporary alternative goods in certain cases). Terms that waive these rights are void.

C. Cancellations

Before dispatch: You may request cancellation; if the order hasn’t shipped, we will refund in full.
After dispatch: The order can no longer be cancelled; our “all sales final” policy applies except for the defect scenarios above.

D. Wrong Address / Uncollected Parcels

If a parcel is returned due to an incorrect address, repeated missed delivery, or refusal, we can reship (additional shipping charges apply). Unclaimed orders may be cancelled at our discretion (less any shipping/handling costs already incurred).

E. Courier Loss/Damage

If a parcel is lost or arrives visibly damaged, contact us within 48 hours. We will file a claim with the courier and arrange a replacement or refund once confirmed.