Refund policy

Returns, Refunds & Cancellations Policy

Last Updated: 19/06/2026
Seller: Fixify Solutions Ltd trading as Ellasie
Company No: 13320984
Registered Office: 7 Brentwood Court, Layton Way, Prescot, L34 5AG, United Kingdom
Support hours: Monday to Friday, 9am to 5pm UK time
Support Email: help@ellasie.com

Return, Cancellation and EU Right of Withdrawal Requests: You can submit an eligible return or cancellation request through your customer account at https://account.ellasie.com, or by emailing help@ellasie.com. This allows customers to request a return after delivery or request a cancellation before fulfilment, where eligible under this policy.

1. The Ellasie 90 Day Money Back Guarantee Goodwill Promise

We want you to shop with confidence. While the law only requires a 14 day return window, we voluntarily offer a 90 day guarantee for unopened products.

  • Eligibility: The item must be unopened, unused, and fully sealed in its original packaging.
  • Timeframe: You must email us within 90 days of delivery.
  • Return Shipping Fee: The customer is responsible for paying the return shipping costs. We recommend using a tracked service, as we cannot refund items lost in the post.
  • How to Claim: Email help@ellasie.com with your order number and a photo showing the seal is intact.

Note: This is a goodwill guarantee for sealed items only. It does not replace your statutory rights for faulty goods.

2. The Hygiene Exception Opened Products

Please Read Carefully: For health and safety reasons, we cannot accept returns on consumables, including supplements, if the seal has been broken, opened, or tampered with.

Under the Consumer Contracts Regulations 2013 Reg 28(3)(a), the right to cancel does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

For EU customers, a similar exception applies to sealed goods that are not suitable for return for health protection or hygiene reasons where they have been unsealed after delivery.

If you open the bottle or container, you cannot return it for a refund unless it is verified as faulty.

3. Delivery Disputes & Item Not Received

To protect your order, we use tracked delivery services. Strict rules apply to delivery disputes to prevent fraud:

  • GPS Proof of Delivery: If the courier’s tracking shows Delivered and includes GPS coordinates or a photo of the delivery at your address, this is deemed by Ellasie as successful delivery. We will submit this evidence to your bank in the event of a dispute.
  • Safe Place Liability: If you request the courier, via checkout notes or the carrier app, to leave in a safe place, leave with neighbour, or leave on porch, you accept full responsibility for the parcel once it is left. We are not liable for theft or loss if you authorised a safe place delivery.
  • Reporting Period: You must notify us of non delivery within 7 days of the marked delivery date so we can investigate with the carrier.

4. Your Statutory Right to Cancel and EU Right of Withdrawal

If you are a consumer in the UK or EU, you have the legal right to cancel your order within 14 days of receiving the goods, provided the goods remain sealed and eligible for return.

For EU consumers, this is also known as the Right of Withdrawal. You do not need to give a reason for withdrawing from your purchase.

  • Withdrawal Period: You must tell us that you wish to cancel or withdraw within 14 days of delivery. If your order is delivered in separate parcels, the 14 day period starts from the day the last item is delivered.
  • How to Cancel or Withdraw: You can submit a return or cancellation request through your customer account at https://account.ellasie.com, through your order status page if available, or by emailing help@ellasie.com.
  • Before Fulfilment: If your order has not yet been fulfilled or dispatched, you may request cancellation before dispatch.
  • After Delivery: If your order has already been delivered, you must send the goods back within 14 days of telling us that you wish to withdraw.
  • Return Condition: Returned items must be unopened, unused, sealed, and in their original packaging.
  • Return Shipping Fee: You, the customer, are responsible for paying the return shipping costs unless the item is faulty, damaged, incorrect, or we have agreed otherwise.
  • Refund: We will refund the eligible product price and the standard outbound delivery cost where required by law. We do not refund the cost of premium or express shipping upgrades beyond the standard delivery cost.

For hygiene and health protection reasons, we cannot accept change of mind returns for supplements or personal care products once the seal has been opened, unless the item is faulty, damaged, incorrect, or not as described.

This does not affect your statutory rights.

5. Bundles, Multi Buys & Promotions

If you return only part of a bundle or multi buy offer, for example Buy 3, Save 20%:

  • The discount is voided.
  • The items you keep will be charged at their full, non discounted price.
  • Your refund will be calculated as: Total Paid minus Full Price of items kept.

Free Gifts: If a free gift was included with your order, it must be returned unopened. If not returned, the retail value of the gift will be deducted from your refund.

6. Damaged or Faulty Items

If your order arrives damaged, or the product is faulty or not as described, you have statutory rights under the Consumer Rights Act 2015.

  • Reporting: Please email help@ellasie.com as soon as possible, ideally within 48 hours, with photos of the damage and the shipping label.
  • Resolution: If the item is confirmed faulty, we will provide a prepaid return label, meaning we pay the shipping, and offer a full refund or replacement.
  • Video Evidence: For missing item claims, we may ask for a short video or photos of the packaging to compare against our warehouse weight records.

7. Adverse Reactions

If you believe you have had an adverse reaction to a product:

  1. Stop using the product immediately and seek medical advice.
  2. Email help@ellasie.com with details of the reaction.
  3. Investigation: To process a remedy, we require the remaining product to be returned to us for testing and batch verification. We will provide a return label for this.

Note: A personal intolerance to a specific ingredient, where the product is not defective, does not classify the product as faulty.

8. Refused Deliveries, Incorrect Addresses & Uncollected Returns to Sender

If a parcel is returned to us because you refused the delivery, failed to collect it, or provided an incorrect address:

  • We will refund the cost of the order minus the Return to Sender fee charged to us by the carrier.
  • Typical Deduction: UK: £4.20 | EU: €6.50 or actual carrier cost.
  • We do not profit from this. We simply pass on the carrier charge.

9. Returning a Subscription Product

If you are returning an item that was part of a subscription order, the same returns conditions apply:

  • The product must be unopened, unused, and sealed.
  • Returns must be initiated within 90 days of delivery.
  • Refunds will be processed after inspection, minus any original shipping fees where applicable.

Please note: If a subscription discount was applied and the subscription was cancelled before the first renewal, we may charge the difference between the discounted and standard price. For full details, please refer to our Subscription Policy.

10. Accidental Orders and Cancellations Before Fulfilment

If you accidentally placed an order, please submit a cancellation request through your customer account at https://account.ellasie.com, through your order status page if available, or email us at help@ellasie.com as soon as possible with your order number and the subject line “Cancellation Request”.

If your order has not been fulfilled or dispatched:
You may request cancellation before dispatch. If we receive and process your request before fulfilment, we will cancel the order and issue a full refund.

If your order has already been fulfilled or shipped:
You’ll need to return it following the Returns Policy above. Refunds will be handled according to the applicable return or withdrawal rules in this policy.

Because our warehouse processes orders quickly, a cancellation request is not guaranteed until confirmed by us or shown as cancelled in your customer account.

11. Refunds

  • Method: Refunds are processed to the original payment method only.
  • Timing: Please allow up to 3 days from the date we receive your return for the refund to be processed. Your bank may take an additional 3 to 5 days to reflect the funds.
  • EU Withdrawal Requests: For eligible EU right of withdrawal requests, refunds will be handled within 14 days in accordance with applicable law. We may wait until we have received the returned goods or proof that they have been sent back, whichever happens first.
  • How to Cancel or Withdraw: You can submit a return or cancellation request through your customer account here: Request a return or cancellation, through your order status page if available, or by emailing help@ellasie.com.