Refund policy

Return & Refund Policy

Effective Date: 4th September 2025

At ELMS, we want you to be happy with your purchase. Please read our return policy below.

1. Returns

  • If your product is faulty or damaged, please contact us within 14 days of receiving it.

  • Products must be unused and in their original packaging for a return.

  • International customers: You are responsible for return shipping costs unless the product is faulty or damaged.

2. Refunds

  • Once we receive and inspect the returned item, we will issue a refund to your original payment method.

  • Refunds may take 5–10 business days to appear, depending on your payment provider.

3. Exchanges

  • We currently do not offer direct exchanges. If you want a different product, please return the original and place a new order.

4. Exceptions

  • Products that are used, damaged by the customer, or not in original packaging cannot be refunded.

5. Consumer Rights

  • If you are a New Zealand customer, your rights under the Consumer Guarantees Act 1993 apply.

  • If you are an overseas customer, you may have rights under your local consumer law.