We understand that plans can change. If you wish to cancel your order, you may do so within 2 hours of placing it. Cancellations can be made by sending us an email at support@elementsoap.in with your order number and reason for cancellation.

After this window, we begin processing and preparing your order, and cancellations will no longer be possible. We do not offer cancellations once an order has been packed or dispatched.

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Refunds and Returns

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Due to the nature of our products, which are personal care items, we do not accept returns for reasons of personal preference, fragrance liking, or change of mind.

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However, we are committed to ensuring you receive your order in perfect condition. If your package arrives with any of the following issues, we’re here to help:

• You receive a wrong product

• Your item is damaged during transit

• You receive a defective product (e.g., leaking, expired, broken)

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If you experience any of the above, please write to us at support@elementsoap.in within 48 hours of delivery. Kindly include your order number, a brief description of the issue, and clear photos of the product and packaging.

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Once we verify the issue, we will either:

• Replace the item (subject to availability), or

• Offer a full or partial refund to your original method of payment

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We may request the damaged or incorrect item be returned to us, depending on the situation.

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Refund Timelines

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Approved refunds will be processed within 7 to 10 business days, depending on your bank or payment provider. You will receive confirmation via email once the refund has been initiated.

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Please note that we cannot guarantee specific timelines for third-party gateways, but we will do our part promptly.

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Non-Refundable Situations

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We will not be able to offer refunds or replacements under the following conditions:

• If more than 48 hours have passed since delivery

• If the product has been used or tampered with

• If no photos or order proof are provided

• If the item is damaged due to improper storage after delivery

• If the package was not received due to incorrect address or failed delivery attempts

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Exchange Policy

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At this time, we do not offer product exchanges. We encourage customers to review product details, ingredient lists, and descriptions carefully before placing an order.

Order Processing

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As each of our products is handmade in small batches, we kindly ask for a little patience while we prepare your order. Orders are typically processed and packed within 2 to 4 business days (Monday to Friday, excluding public holidays), from the date of order confirmation.

During periods of high demand, product launches, or festival seasons, order processing may take slightly longer — but we promise to keep you updated every step of the way.

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Shipping Locations

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Currently, we ship across all locations within India that are serviceable by our partnered courier providers. We do not offer international shipping at the moment. However, if you are located outside India and are interested in our products, we encourage you to email us at support@elementsoap.in so we can explore possible options in the future.

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Delivery Timelines

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Once dispatched, delivery timelines are based on your location:

• Metro Cities: 3 to 5 business days

• Non-Metro & Remote Locations: 5 to 7 business days

These are estimated delivery windows. While we work with reliable courier partners, delays may occur due to weather conditions, operational issues, or regional disruptions beyond our control. We appreciate your understanding and patience in such cases.

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Shipping Charges

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We offer free standard shipping on all orders above ₹999 (Rupees Nine Hundred Ninety-Nine).

For orders below ₹999, a flat shipping charge of ₹75 will be applied during checkout. This helps cover packaging and courier costs while ensuring your products reach you safely.

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Tracking Your Order

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Once your order is shipped, you will receive a tracking link via email or SMS, allowing you to follow your package in real time. If you face any trouble tracking your parcel or have not received your tracking details within five days of ordering, please reach out to us at support@elementsoap.in, and we’ll be happy to assist you.

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Packaging

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Each order is thoughtfully packed with sustainable materials wherever possible, ensuring your products are protected during transit. Since many of our products are sensitive to heat or moisture, we take additional care while packing, especially during warmer months.

If your order hasn't arrived within 10 working days of dispatch, please get in touch with our customer support team. We will contact the courier service and resolve the issue for you at the earliest. While such instances are rare, rest assured that we will assist you with a refund or replacement if your package is lost or undelivered due to courier failure.

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It is the customer’s responsibility to ensure that the shipping address, contact number, and PIN code entered at checkout are accurate. If a package is returned to us due to an incorrect address or repeated failed delivery attempts, we can reship the parcel once the customer pays the applicable re-shipping fee.

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We consider an order as successfully delivered if the courier’s tracking status shows as “Delivered.” If you believe your parcel was not received despite a delivery confirmation, please report the issue within 24 hours, so we can investigate and coordinate with the logistics provider.

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