Refund policy

Refund and Return Policy

Last updated: 10 October 2026

At Element Zero, we want you to receive your order in good condition. This policy explains how to contact us about damaged, incorrect, expired or missing items and how eligible refunds or replacements are handled.

1. Food Product Returns

For hygiene and food-safety reasons, returns of opened or used food products may not be accepted, except where required by applicable law.

This does not affect your rights if a product is defective, damaged, expired, incorrectly supplied, unsafe or otherwise eligible for a remedy under applicable law.

2. Damaged, Incorrect, Expired or Missing Items

If your order arrives damaged, you receive an incorrect or expired product, or an item is missing, please contact us as soon as possible, ideally within 48 hours of delivery.

Email elementzero.connect@gmail.com with:

Your order number.
A description of the issue.
Clear photographs of the product, packaging and shipping label, where relevant.

Please retain the product and its packaging until our support team responds. We may request additional information to help assess the issue.

The suggested reporting timeframe helps us investigate delivery issues promptly. It does not remove any rights or remedies available to you under applicable law.

3. Review and Resolution

We will review your request and communicate the next steps. Depending on the circumstances and applicable law, an accepted claim may be resolved through a replacement, refund or another appropriate remedy.

Please do not return a product unless our support team instructs you to do so.

4. Order Cancellations

You may contact us to request cancellation as soon as possible after placing an order. Cancellation may not be possible once an order has been packed, dispatched or handed to the delivery partner.

If an order is cancelled and a refund is due, we will process it in accordance with applicable law and communicate the relevant details.

5. Change-of-Mind Returns

Change-of-mind returns for food products may not be accepted, particularly where the product has been opened, used or its seal has been broken.

Any applicable rights under consumer-protection laws remain unaffected.

6. Refund Processing

Approved refunds will generally be issued to the original payment method unless another method is agreed upon or required by law.

The time taken for a refund to appear in your account may depend on your bank, card issuer or payment provider. We will communicate the refund status and any available processing details.