Refund policy

Last updated: 2 September 2026

This policy explains your rights to cancel, return and get a refund. It sits alongside your legal rights, it does not replace them. If anything here is unclear, email contact@elementformen.com and a person will answer.

You have two separate sets of rights, and they work differently:

Changed your mind — a 14 day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Section 1 below.
Something is wrong with the order — faulty, damaged or not what you ordered. Your rights under the Consumer Rights Act 2015. Section 2 below.

1. If you change your mind

The 14 day cancellation right

You have 14 days from the day you receive your order to tell us you are cancelling. You do not have to give a reason.

To cancel, email contact@elementformen.com with your order number and the words "I am cancelling my order". A clear statement by email is enough — there is no form to complete.

Once you have told us, you then have a further 14 days to send the goods back.

What you get back

The full price you paid for the returned goods.
The standard delivery charge you paid on the original order. If you chose a more expensive delivery option, we refund the cost of our standard option.
We issue the refund within 14 days of receiving the goods back, or of receiving proof that you have posted them, whichever is sooner.
Refunds go to the original payment method. We do not charge a fee for this.

Return postage

You pay the cost of returning the goods to us, unless the goods are faulty, damaged or not what you ordered — in which case we pay. We recommend a tracked service, because we cannot refund goods that do not reach us.

Handling the goods

You are entitled to open the outer packaging and handle the goods to check what they are and how they work, exactly as you could in a shop. Doing that does not affect your refund.

If the goods are handled beyond that and their value is reduced as a result, we may reduce your refund to reflect the reduction in value. We will always tell you the amount and why before we do it. We will not refuse a refund outright on these grounds.

Products sealed for hygiene

Our detergent sheets and fabric softeners are sealed for health protection and hygiene reasons. If that inner seal has been broken after delivery, the 14 day change-of-mind right no longer applies to that item, under regulation 28(3) of the 2013 Regulations.

This does not apply if the product is faulty, damaged or not what you ordered — those rights are unaffected and are set out in section 2.

And if a scent simply is not right for you, tell us anyway. Fragrance is personal, a scent that works on someone else can be wrong for you, and we would rather help you find the one that suits than hide behind this paragraph.

Where to send returns

Return goods to the address we give you when you contact us. Please contact us before returning anything, so we can log it against your order — unlogged returns can take much longer to process.

2. If something is wrong with your order

If your order arrives faulty, damaged, incomplete or not what you ordered, email contact@elementformen.com with your order number, a short description and a photo where relevant. We pay return postage on these, and there are no forms.

Under the Consumer Rights Act 2015:

Within 30 days of delivery — you have the short-term right to reject the goods and get a full refund, including delivery.
Within 6 months of delivery — you can ask for a repair or replacement. If that is not possible or does not fix it, you can claim a refund, which may be reduced to reflect any use you have had. In this period, we have to show the fault was not there at delivery, not the other way round.
After 6 months — you can still bring a claim, up to 6 years from delivery in England, Wales and Northern Ireland, or 5 years in Scotland, though you may need to show the fault was present at delivery.

In practice: contact us as soon as you notice the problem and we will replace it or refund it. We do not operate a 48 hour window, and we do not ask you to prove the parcel was damaged in transit rather than in our warehouse.

3. Subscription orders

Every subscription order is a separate purchase, and everything in sections 1 and 2 applies to each delivery in the normal way.

Cancelling a subscription is different from returning an order. You can cancel your subscription at any time, from your account, with no notice period and no fee — see our Subscription Policy. Cancelling stops future orders. It does not automatically refund an order that has already been charged and dispatched; use this policy for that.

If a subscription order has been charged but not yet dispatched, email us and we will cancel and refund it in full.

4. How refunds are paid

Refunds are issued to the original payment method — card, PayPal, Apple Pay, Google Pay or Shop Pay.
We process refunds within 14 days of the conditions above being met, and usually much sooner.
Once we have issued it, the money typically appears within 3 to 5 working days, depending on your bank or card issuer. That part is out of our hands.
If a refund has not reached you 10 working days after we confirmed it, email us and we will send you the transaction reference to give your bank.

5. Exchanges

We do not process direct exchanges. If you want a different scent or product, return the original under section 1 and place a new order — it is faster than an exchange. If the item was faulty or incorrect, we simply send the right one out; you do not need to reorder.

6. Gift orders

If you received Element as a gift, email contact@elementformen.com. The legal rights above belong to the person who bought it, but we will help where we reasonably can without spoiling anyone's surprise.

7. Complaints

If you are unhappy with how we have handled a return or refund, email contact@elementformen.com with "Complaint" in the subject line. We aim to acknowledge within 2 working days and resolve within 14 days.

We are not currently a member of an alternative dispute resolution scheme. If you are not satisfied with our response, you can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk/consumer. Your right to take a claim to court is unaffected.

8. Your statutory rights

Nothing in this policy limits or excludes your legal rights as a consumer. If any part of this policy conflicts with those rights, your rights take precedence.

9. Contact us

Element Essentials Men Limited (trading as Element for Men)
Capital Office, 124 City Road, London, England, EC1V 2NX
Company number: 16282325

Email: contact@elementformen.com
We reply to all enquiries within 1 to 2 working days.