Refund policy

Shipping, Cancellation, Return & Refund Policy

At 5 ELM, every product is carefully crafted, packed, and handled with intention to ensure it reaches you in perfect condition. If you need to cancel or return an order, please review the policy below.

Shipping and Delivery

  • Dispatch timeline: Most orders are dispatched within [24–48 hours / 1–2 Business Days] after order confirmation, unless otherwise communicated
  • Delivery timeline: Delivery timelines vary by pincode and courier capacity. Any delivery estimate (may be shown at checkout or in) tracking email is indicative
  • Tracking: Once dispatched, tracking/AWB details are shared via email/SMS/WhatsApp (as applicable)
  • Shipping charges: If shipping/handling charges apply, they will be clearly shown at checkout before payment
  • Delivery attempts: Couriers typically make multiple delivery attempts. If delivery fails due to incorrect address, incomplete address, unreachable customer, repeated unavailability, or refusal, the shipment may be marked RTO (Return to Origin)
  • Address changes: Address changes are supported only before dispatch. After dispatch, address changes may not be feasible

Proof of Delivery and acceptance

  • Orders may require delivery acknowledgement (PoD). PoD is treated as confirmation of receipt at the delivery address
  • If you are not available to receive your delivery, you may nominate an Authorised Recipient. Delivery to an Authorised Recipient at your address will be treated as valid delivery
  • If you believe a delivery was marked delivered incorrectly or delivered to an unauthorised person, please notify us within the timelines in the “Missing, lost, or undelivered shipments” section so we can investigate with the logistics partner

Inspection on delivery (important)

  • If the outer package appears tampered, resealed, severely damaged, or leaking, we strongly recommend you do not accept delivery and contact us immediately
  • If you accept delivery, please check the items promptly and keep the outer box and invoice until you are satisfied the order is complete and correct
  • We recommend a clear video of unboxing & unpacking of the product, outer packaging, and invoice upon collection

Order Cancellation

  • Orders may be cancelled within 24 hours of placement or before dispatch, whichever is earlier
  • To cancel your order please login to your account and visit your order history or contact us immediately at hello@5elmindia.com with your order details
  • Once an order has been dispatched or shipped, it cannot be cancelled

Returns & Replacements

Due to hygiene and safety standards applicable to personal care products, we do not accept “change of mind” returns. However, we will assist if there is an issue with your order.

You may request a return or replacement if:

  • The product is damaged, leaking, or defective upon delivery
  • You have received an incorrect product or quantity
  • The product has expired at the time of delivery

Conditions for Return

  • A return request must be raised within 24-48 hours (2 days) of delivery
  • To initiate a return or replacement, please email hello@5elmindia.com with your order ID and details of the issue
  • The product must be unused, and in its original packaging
  • Clear videos of the unpacking of the product, outer packaging (including shipping label) and product condition  are mandatory for verification
  • All return, replacement, or refund requests are subject to review and approval by the 5 ELM Quality Assurance team
  • Requests will be evaluated based on the information and supporting evidence provided (including images/videos, packaging condition, and order details). Processing of any return, replacement, or refund will be initiated only after successful verification and formal approval by our team

Pick-up and replacement timelines (indicative SLAs)

  • If approved, return pickup is typically arranged within 3–5 Business Days (subject to serviceability and courier schedules)
  • Replacement dispatch (if applicable) is typically within 5–7 Business Days after the returned item is picked up and/or received and verified

Refunds

  • Once the return is approved and the product is received back, refunds will be processed within 7–10 business days to the original payment method
  • Shipping charges are non-refundable
  • If you opt for a replacement, it will be dispatched after the returned item passes our quality check

Non-Returnable Items

Due to hygiene and safety standards, we do not accept returns for:

  • Opened or used products
  • Products without original packaging or invoice
  • Promotional items
  • Luxury Bathing Bars are non refundable/returnable

If a free promotional item was provided with the purchased product(s), we may request it to be returned as part of the return package; if not returned, its value may be deducted from the refund (where legally permitted and clearly communicated at the time of approval).

Legal Jurisdiction

All policies, transactions, and disputes related to 5 ELM shall be subject to the exclusive jurisdiction of courts located in Haridwar, Uttarakhand, India.

Contact Us

For any questions or assistance, please reach out to us:

📧 Email: hello@5elmindia.com
📞 Customer Care: +919045906888
🕒 Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM