ELF BAE LTD – Retail & Wholesale Refunds and Returns Policy

Last updated: August 2026

This Refunds and Returns Policy explains how ELF BAE LTD handles cancellations, returns, damaged products, faulty goods, missing items and refunds for purchases made through ElfBae.com.

ELF BAE supplies both retail customers and wholesale/trade customers, and different rights may apply depending on whether you are purchasing as a Consumer or for business purposes.

Nothing in this policy affects any statutory rights that cannot lawfully be excluded or restricted.

1. Consumer and Business Purchases

For the purposes of this policy:

  • a Consumer is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession; and
  • a Business Customer is a person, company or organisation purchasing wholly or mainly for commercial purposes.

Certain provisions below apply differently to retail Consumers and wholesale/trade customers.

2. Retail Consumer Cancellation Rights

If you purchase eligible goods online from ElfBae.com as a Consumer, you may have the legal right to cancel your order within 14 days after receiving the goods.

You do not normally need to provide a reason for cancelling an eligible order.

To exercise your cancellation right, you must notify ELF BAE within the applicable cancellation period.

After notifying us that you wish to cancel, eligible goods must be returned within the period required by law.

Unless the goods are faulty, damaged, incorrectly supplied or otherwise agreed by us, the customer is normally responsible for the direct cost of returning unwanted products.

3. Hygiene and Safety Restrictions

Certain products sold by ELF BAE may be exempt from normal cancellation rights once sealed packaging has been opened.

For health, hygiene and safety reasons, we may be unable to accept returns of certain opened products where permitted by law.

This may include:

  • mouthpieces;
  • pods;
  • tanks;
  • e-liquids;
  • prefilled vaping products;
  • devices or components that come into direct contact with the mouth; and
  • other hygiene-sensitive sealed goods.

To remain eligible for a change-of-mind return where the cancellation right applies, products should normally remain:

  • unused;
  • unopened;
  • sealed where supplied sealed; and
  • in their original packaging.

This hygiene restriction does not remove your rights where goods are faulty, damaged, incorrectly supplied or not as described.

4. Change-of-Mind Returns

Where a retail Consumer wishes to return an eligible product because they have changed their mind, the product must be returned in a condition consistent with reasonable inspection.

Where applicable, goods should be:

  • unused;
  • unopened;
  • complete;
  • securely packaged; and
  • returned with any accessories or components supplied.

We may make a deduction from a refund where legally permitted if the value of the goods has been reduced because they have been handled beyond what would reasonably be necessary to establish their nature, characteristics and functioning.

Customers should contact ELF BAE before returning goods so that we can provide the correct return instructions.

Unauthorised returns may delay processing.

5. Faulty Goods – Retail Customers

If you receive a product that is faulty, not as described or not of satisfactory quality, please contact us as soon as reasonably possible.

Depending on the circumstances and your statutory rights, you may be entitled to an appropriate remedy such as:

  • repair;
  • replacement;
  • refund;
  • price reduction; or
  • another remedy required by law.

We may ask for reasonable evidence of the fault before processing the claim.

This may include:

  • photographs;
  • video evidence;
  • product batch information;
  • the affected device or product;
  • details of the issue; and
  • your order number.

We may require a faulty product to be returned for inspection or testing.

6. Products That Develop a Fault

If a product develops a fault after use, please stop using it if continuing to do so may be unsafe.

Contact our customer-service team with:

  • your name;
  • order number;
  • product name;
  • description of the fault;
  • photographs or video where appropriate; and
  • any other information reasonably required to investigate.

Some products may be subject to manufacturer warranty arrangements.

Where appropriate, we may inspect or test the product before determining the correct remedy.

Damage caused by misuse, accidental damage, unauthorised modification, improper charging or failure to follow manufacturer instructions may not constitute a product fault.

7. Damaged Goods During Shipping

If your order arrives damaged during transit, please contact ELF BAE as soon as reasonably possible.

To help us investigate the damage with the courier, please provide:

  • your order number;
  • photographs or video showing the damage;
  • photographs of the external packaging;
  • photographs of the internal packaging;
  • photographs of any damaged products; and
  • any visible courier label or delivery information.

For Business Customers, transit damage should be reported preferably within 24 hours of delivery.

For retail Consumers, we ask that damage is reported promptly so that we can investigate efficiently, but this request does not remove any statutory rights.

Please retain the packaging and damaged goods until we confirm whether they are required for inspection.

8. Incorrect Items

If you receive a product that you did not order, please contact us as soon as reasonably possible.

Provide:

  • your order number;
  • details of the incorrect product;
  • details of the product you expected to receive; and
  • photographs where reasonably requested.

We will investigate the issue and arrange the appropriate resolution.

Where the error is ours, you will not be required to pay the reasonable cost of returning the incorrectly supplied item.

9. Missing Items

If an item appears to be missing from your order, please check:

  • your dispatch confirmation;
  • parcel tracking;
  • the contents of all parcels received; and
  • whether your order has been split into multiple consignments.

Some larger or wholesale orders may arrive in more than one parcel.

If an item remains missing, contact our customer-service team promptly with your order number and details of the missing product.

We may need to investigate the shipment with our warehouse or courier before resolving the claim.

10. Wholesale and Trade Returns

This section applies to Business Customers.

Business Customers should inspect goods promptly upon delivery.

Any:

  • shortages;
  • visible damage;
  • incorrect products;
  • quantity discrepancies; or
  • delivery issues

should be reported to ELF BAE in writing as soon as reasonably possible and preferably within 24 hours of delivery.

Prompt notification allows us to investigate the matter with our warehouse and courier providers.

Wholesale goods that were correctly ordered and supplied are not automatically eligible for return because:

  • they are no longer required;
  • they have not sold;
  • the customer has over-ordered;
  • market demand has changed; or
  • the purchaser has changed their mind.

Any return of non-faulty wholesale goods requires prior written approval from ELF BAE.

11. Approved Wholesale Returns

Where ELF BAE agrees to accept a wholesale return, products must normally be:

  • unused;
  • unopened;
  • undamaged;
  • in resalable condition; and
  • in their original packaging.

The Business Customer may be responsible for return delivery charges unless the goods were faulty, damaged in transit or incorrectly supplied.

Any unauthorised return may be refused or returned to the sender.

12. Faulty Wholesale Products

If a Business Customer believes a product is faulty, please contact us with:

  • business name;
  • order or invoice number;
  • product details;
  • quantity affected;
  • batch information where available;
  • description of the issue;
  • photographs or video where appropriate; and
  • any other reasonable supporting evidence.

We may require the affected goods to be returned for testing or inspection.

Where the fault is verified, we may provide an appropriate remedy such as:

  • replacement goods;
  • account credit;
  • refund; or
  • another agreed resolution.

Products damaged by misuse, improper storage, modification, incorrect charging or poor handling may not qualify as faulty.

13. Evidence for Claims

In order to investigate claims efficiently, ELF BAE may request reasonable supporting evidence.

Depending on the issue, this may include:

  • photographs;
  • video;
  • packaging;
  • courier labels;
  • batch numbers;
  • serial numbers;
  • proof of delivery;
  • order information; or
  • the affected product itself.

A request for evidence will be proportionate to the nature of the claim.

For Business Customers, failure to provide reasonable evidence may affect our ability to approve a claim.

For Consumers, requests for evidence do not remove statutory rights.

14. Return Shipping Costs

The person responsible for return postage depends on the reason for the return.

Change of Mind

Where a Consumer exercises an eligible cancellation right because they have changed their mind, they are normally responsible for the direct cost of returning the goods unless we have agreed otherwise.

Faulty or Incorrect Goods

Where goods are faulty, damaged or incorrectly supplied and ELF BAE is legally responsible for the return, we will deal with reasonable return costs in accordance with applicable law.

Wholesale Returns

Business Customers are normally responsible for return shipping costs for discretionary, non-faulty returns unless otherwise agreed in writing.

15. Return Authorisation

Please contact ELF BAE before sending goods back.

Where appropriate, our customer-service team will provide:

  • return instructions;
  • the correct return address;
  • any reference information required; and
  • guidance on packaging the return.

Sending a product to an incorrect address or returning an item without the requested information may delay the processing of your return.

16. Refund Processing

Once an approved return is received, we may inspect the product before completing the refund.

We aim to process approved refunds promptly.

Where a Consumer is legally entitled to a refund following cancellation, the refund will be made within the period required by applicable law.

Refunds will normally be issued using the original payment method.

Processing times after we issue a refund may vary depending on:

  • your bank;
  • card provider;
  • payment processor; or
  • payment method used.

17. Original Delivery Charges

The treatment of original delivery charges depends on the circumstances of the return.

For an eligible Consumer cancellation, any refund of standard outbound delivery charges will be dealt with in accordance with applicable law.

If the customer chose a more expensive delivery service than our standard delivery option, we may not be required to refund the additional cost.

For discretionary wholesale returns, original shipping charges are normally non-refundable unless agreed otherwise.

18. Refunds for Faulty Goods

Where goods are confirmed as faulty and a refund is the appropriate remedy, we will refund the amount due in accordance with applicable law or our agreed wholesale terms.

A refund will normally be made to the original payment method.

Where a wholesale order was purchased using trade-account credit or another agreed arrangement, a credit or other appropriate adjustment may be made instead where agreed.

19. Trade Account Credits

ELF BAE may occasionally issue credit to a wholesale customer’s trade account.

Unless the credit represents a refund that must legally be returned in another form, discretionary or goodwill trade credit:

  • has no cash value;
  • may not be transferred;
  • may only be used for eligible purchases; and
  • may be subject to an expiry date communicated when issued.

Any expiry or usage conditions will be stated when the credit is provided.

20. Refunds for Promotions and Discounted Orders

If a returned product formed part of:

  • a multi-buy promotion;
  • bundle;
  • discount code;
  • free-gift promotion;
  • loyalty offer; or
  • other promotional arrangement,

the value of the refund may take account of the terms of that promotion.

Where returning part of an order means the original purchase would no longer have qualified for a promotion, any lawful adjustment may be reflected in the refund.

This does not affect statutory Consumer rights.

21. Free Gifts

Where a free promotional item was supplied because an order met specific promotional conditions, we may require that item to be returned if the underlying qualifying purchase is cancelled or returned.

If the promotional item has been used or is not returned, we may make an appropriate deduction where legally permitted.

22. Refused Deliveries

Simply refusing delivery does not necessarily complete a valid cancellation or return.

If you wish to cancel an order, please contact ELF BAE so that we can record your cancellation and provide appropriate instructions.

Where a parcel is returned because:

  • delivery was refused;
  • age verification failed;
  • the address was incorrect; or
  • the parcel was not collected,

additional delivery or return charges may apply where legally permitted.

23. Lost Returns

Customers are responsible for ensuring return parcels are packaged securely.

We recommend using a tracked delivery method where you are responsible for arranging the return.

ELF BAE cannot take responsibility for a customer-arranged return that is lost before it reaches us, except where the law provides otherwise.

Please retain proof of postage until your return has been completed.

24. Damaged Returns

Customers should take reasonable care when packaging products for return.

Where products are damaged because they were inadequately packaged for return, this may affect the amount refunded where legally permitted.

Where possible, use the original protective packaging or suitable alternative packaging.

25. Products Showing Signs of Misuse

We may refuse a discretionary return or warranty claim where inspection shows that damage was caused by:

  • misuse;
  • accidental damage;
  • liquid damage where not covered;
  • modification;
  • incorrect charging;
  • inappropriate accessories;
  • improper storage;
  • physical damage after delivery;
  • tampering; or
  • failure to follow manufacturer instructions.

This does not allow ELF BAE to refuse a valid statutory claim where the product itself was faulty.

26. Battery Safety Claims

Where a claim concerns a battery or rechargeable device, stop using the product immediately if it:

  • overheats;
  • swells;
  • leaks;
  • produces an unusual smell;
  • shows visible damage; or
  • otherwise appears unsafe.

Do not attempt to dismantle or modify the battery or device.

Contact ELF BAE for guidance.

We may require additional photographs or information before arranging a return because damaged lithium-ion batteries may require special transport and handling procedures.

27. Product Recalls

If a product is subject to a safety recall, separate return instructions may apply.

Please follow any instructions supplied by ELF BAE, the manufacturer or the relevant authority.

Where necessary, we may contact customers directly using order records to communicate important product-safety information.

28. Orders Cancelled Before Dispatch

If you contact us before your order has been dispatched, we will try to cancel it.

However, our warehouse processes orders quickly and we cannot guarantee that an order can be stopped once fulfilment has started.

If the order has already been dispatched, a retail Consumer may still be able to exercise applicable cancellation rights after delivery.

Different terms may apply to wholesale Business Customers.

29. Order Amendments

If you need to change an order, contact us immediately.

Once an order has entered the packing or dispatch process, we may be unable to:

  • add items;
  • remove items;
  • change products;
  • change quantities; or
  • amend delivery information.

Where necessary, you may need to place a separate order.

30. Suspected Fraud or Abuse

We reserve the right to investigate and refuse claims where we reasonably believe there is evidence of:

  • fraud;
  • deliberate false claims;
  • return abuse;
  • altered evidence;
  • repeated misuse of refund procedures; or
  • other unlawful activity.

This does not affect legitimate statutory rights.

31. How to Make a Return or Refund Request

To request a return, report a fault or raise a refund enquiry, contact ELF BAE through ElfBae.com.

Please provide:

  • your full name or business name;
  • order number;
  • contact details;
  • product concerned;
  • reason for the request; and
  • photographs or video where relevant.

Our team will review the information and advise you of the next steps.

32. Changes to This Policy

We may update this Refunds and Returns Policy from time to time.

Changes may reflect:

  • changes in law;
  • regulatory guidance;
  • changes to our products;
  • changes to our fulfilment processes;
  • courier requirements; or
  • changes to our retail or wholesale services.

The current version will be published on ElfBae.com together with the latest revision date.

33. Contact ELF BAE

For returns, refunds, faulty products, damaged deliveries or missing-item enquiries, please contact us through ElfBae.com.

ELF BAE LTD
44 Century Square
Peterborough
England
PE1 3FR

Company Number: 14468196
Website: ElfBae.com

Where your enquiry relates to an existing purchase, please include your order number so that we can assist you more efficiently.

Our Returns Commitment

We want every ELF BAE customer to receive the products they ordered in the condition they expect.

For retail customers, we respect the statutory rights that apply to online purchases.

For our wholesale partners, we aim to deal with genuine shortages, faults and delivery issues quickly and fairly.

Clear policies. Fair resolutions. Straightforward support.