Refund & Returns Policy
All sales are final. But if something's wrong with your order, we'll make it right.
1. All sales final
Orders are final once payment is received. We don't accept returns or exchanges, and don't refund for change of mind, wrong product or strength, or no longer needing an item. Our compounds are sensitive research materials and we can't verify how anything has been stored once it leaves us, so nothing returned is ever restocked or resold.
Check your cart carefully before you order. If you're unsure about a product, message us first. We'd rather answer a question than fix a problem.
2. Damaged, incorrect or missing
If we get something wrong, we fix it free. We'll send a replacement at no cost, shipping within 1 to 2 business days of approval, if your order arrives damaged (broken or compromised vials or packaging), incorrect (wrong compound or strength), or incomplete (an item missing).
3. How to claim
Contact us within 48 hours of delivery on WhatsApp or by email at elementpharma@protonmail.com. Include your order number, clear photos of the outer package, inner packaging and affected items, and the lot number from the vial label where applicable.
We'll review your claim and reply fast. For incorrect items we may ask for the item back on a prepaid label we supply. Requests made after 48 hours, or without photos, may not qualify.
4. Cancellations
Before payment, you can cancel anytime by messaging us, or simply don't send payment. Unpaid orders are cancelled automatically after 48 hours. Once payment is received, orders are final.
In rare cases we may cancel an order on our side, for example if an item is out of stock, there's a pricing error, or the order doesn't meet our Terms & Conditions. If that happens on a paid order, we'll contact you and either offer an alternative or return the full amount by Interac e-Transfer.
5. Lost or returned parcels
Lost and stolen parcels are covered under our Shipping Policy. Insured orders are reshipped once a claim is confirmed, and for uninsured orders we'll help you file a claim with the carrier.
Parcels that are refused, left unclaimed at the post office, or returned because of an incorrect address aren't refundable. If one comes back to us, we'll reship it once the new shipping cost is paid.
We'll sort it out.
Send your order number and photos and we'll take it from there. Real people, usually within the hour.