Returns & Refunds
13 Jun 2025
Elementhra Refund and Resend Policy
Last Updated: April 24, 2025
Last Updated: April 24, 2025
To ensure transparency and compliance with consumer protection regulations, Elementhra (“we,” “us,” or “our”) has established the following policy outlining the conditions and procedures for refunds, resends, and related services for purchases made through elementhra.com (the “Website”). This policy applies to all orders, including those related to products recommended through our “Fortune Teller” feature.
1. Evidence Requirements
To process claims for product quality issues, customers must provide clear photographic or video evidence demonstrating the issue (e.g., defects, damage, or incorrect items). Claims without verifiable proof will not be processed.
2. Free Resend Eligibility
Elementhra will cover resend costs under the following circumstances:
a. Elementhra Responsibility
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Elementhra Errors: Free resend for issues caused by our warehouse or quality control processes (e.g., incorrect item shipped).
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Product Defects: Free resend for manufacturing-related defects in products, such as crystals recommended through the “Fortune Teller” feature.
b. Logistics Issues
Free resend applies if the issue is due to:
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Lost Packages: No tracking updates for 30+ days (confirmed loss by the carrier).
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Customs Delays: Prolonged customs clearance beyond our control.
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Damage in Transit: Customers must provide photos of damaged outer packaging (product-only images are insufficient).
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Remote Address Returns: Elementhra will resend via alternate logistics; bulk orders may incur price differences.
c. Timelines
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Within 1 Month: Free resend for verified quality issues reported within 1 month of delivery.
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Over 1 Month: Customers will be charged the full resend cost.
3. Resend for a Fee
Customers will incur resend fees under the following conditions:
a. Customer-Related Issues
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Unreasoned Resend Requests: Full resend cost for requests without valid quality issues.
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Subjective Dissatisfaction: Full payment required for requests due to personal preferences (e.g., color or size changes for crystals or other products).
b. Disputed Delivery
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If tracking indicates “Delivered” but the customer claims non-receipt, resolution depends on whether the shipping carrier provides proof of delivery (e.g., photos or signature). If proof is provided, the customer will bear the full resend cost.
c. Overseas Resend
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Returned Packages:
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Beyond 1 month: Packages may be destroyed by the carrier.
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Resend Fee: $8 per resend.
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Other Freight Issues: Any logistics issues not covered under “Free Resend” will incur fees.
4. Refund Policy
a. Full Refund
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Granted if Elementhra is at fault (per “Free Resend” criteria) and the customer declines a resend.
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Examples include Elementhra errors, product defects, or confirmed lost packages.
b. Partial Refund
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Determined based on the cause and time frame, aligned with “Resend for a Fee” rules (e.g., subjective dissatisfaction or delayed claims).
5. General Terms
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Time Limits: Claims for refunds or resends must be submitted within 1 month of delivery unless otherwise stated.
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Evidence Submission: Customers have 7 business days to provide required evidence after filing a claim.
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Policy Adjustments: Elementhra reserves the right to update this policy. Changes will be communicated via our Website or other official channels.
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Contact: For refund or resend requests, contact us at support@elementhra.com
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