Returns & Refunds

If something is not right, we want to sort it out. This page explains your rights and how to use them.

Last updated: 1 August 2026.

Your right to cancel

Under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive it. You then have a further 14 days to send the goods back.

The hygiene exception

Because our products are cosmetics applied to the skin, the right to cancel does not apply to a tub that has been opened or unsealed, for health and hygiene reasons. This is set out in Regulation 28(3) of the same Regulations.

In plain terms: if the seal is unbroken, you can return it. Once it has been opened, you cannot — unless it is faulty. This does not affect your rights if something is wrong with the product.

How to return something

1. Email elysium.relief@outlook.com with your order number and what you would like to do. You can simply tell us in your own words — there is no form to fill in.
2. We will confirm the return address and answer any questions.
3. Send the item back, unopened and in a condition where it can be resold.

Return address:

Peacock Fulfilment
Ratton Street
Stoke-on-Trent
ST2 2HH

Peacock Fulfilment handle our warehousing and returns. Please include your order number so we can match the return to your order.

Unless the item is faulty or wrongly sent, you pay the cost of returning it. We recommend a tracked service, as we can only refund goods we actually receive.

Refunds

We refund within 14 days of receiving the goods back, to the payment method you used. That includes the standard outbound delivery charge you originally paid. If you chose a more expensive delivery option, we refund the standard rate.

Faulty, damaged or wrong items

If your order arrives damaged, faulty, or is not what you ordered, tell us within a reasonable time and we will put it right at our cost — a replacement or a full refund, including postage both ways. Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a full refund. The hygiene exception above does not apply to faulty goods.

If you have a reaction

Stop using the product, wash the area, and contact us at elysium.relief@outlook.com. Tell us the batch number from the tub if you can. We take this seriously and will always look into it — and we would rather hear about it than not.