Refund policy

At The Elixir, we value our customers and are committed to provide high-quality products. We strive to ensure that every customer is satisfied with their purchase. However, please review our refund policy carefully before making a purchase.

 

1. Final Sale Policy

Once goods are sold and the transaction has been completed, the sale is considered final. As such, we do not offer refunds on any products purchased through any of our channels (offline and online). Please ensure that you are fully satisfied with your purchase before completing the transaction.

 

2. Non-Refundable Items

All items sold through our kiosk or booths or website are considered non-refundable once the sale is finalized. This includes, but is not limited to, all physical products, digital downloads, special orders, and clearance or sale items. Please review your order carefully before submitting it.

 

3. Damaged or Defective Goods

In the event that you receive a damaged or defective product, please contact us immediately within 7 days of receiving the item. We will be happy to assist you with a replacement or, where applicable, an exchange. If you notice any damage or defects, please provide us with photographic evidence of the issue, along with a brief description, so we can address the matter promptly. Claims made outside of the stated time frame will not be eligible for return, exchange, or refund.

 

4. Exchanges

In some cases, we may allow exchanges for damaged, defective, or incorrectly shipped or delivered items. If you wish to exchange an item, please reach out to our customer service team within 7 days of receiving the product. Exchanges are subject to availability and must be in accordance with our policy.

 

5. Order Cancellations

Once an order has been processed and shipped, it cannot be canceled. If you need to cancel your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request if the order has not yet been shipped. However, please note that once an item is dispatched, the sale is final.

 

6. Returns Process

As all sales are final, we do not accept returns and refunds unless there is an error on our part (e.g., the wrong item was shipped). If a return is deemed appropriate, you will be responsible for the return shipping costs, and the item must be returned in its original condition and packaging.

Refunds will be processed based on the original transaction, and any points earned from a refunded purchase will be deducted from the customer's account.

 

7. Refunds Due to Customer Error

We regret that we cannot offer refunds for issues such as ordering the wrong size, color, or product, so we strongly recommend that you review your order thoroughly before completing your purchase.

 

8. Exceptions and Special Circumstances

While our refund policy is generally strict, there may be special cases where an exception can be made. These exceptions will be handled on a case-by-case basis, and we reserve the right to make the final decision.

 

9. How to Contact Us

If you have any questions or feedback relating to this Refund Policy; would like to withdraw your consent to any terms or conditions outlined in this Refund Policy; or would like to request further information regarding your order or make corrections to your transaction records, please contact our Customer Support Team as follows:

 

Office: T-3-13a-13a, Pusat perdagangan icon city, No 1B SS8/9, SS8 47300 petaling Jaya

Email: djartisan24@gmail.com