Refund policy

Delivery & Returns Policy

Last updated: 12 September 2026

At Elm Ridge, we aim to get your order packed and on its way as quickly as possible.

This Delivery & Returns Policy explains how we dispatch orders, what happens if there is a delivery issue and how to return an item.

1. Order Dispatch

We aim to dispatch all in-stock orders within one working day of receiving your order.

Orders placed on weekends or UK bank holidays will normally be processed on the next working day.

During particularly busy periods, product launches or circumstances outside our reasonable control, dispatch may occasionally take slightly longer.

If there is a significant delay with your order, we will make reasonable efforts to let you know.

2. Delivery Services

Where possible, Elm Ridge orders will be dispatched using DPD.

Where DPD is unavailable, unsuitable for the destination or another service is more appropriate, we may use Royal Mailinstead.

The courier used for your order may therefore vary depending on your location, parcel size and service availability.

Tracking information will be provided where available.

3. Delivery Times

Any delivery timeframe shown on our website or provided after dispatch is an estimate unless specifically stated otherwise.

Once your parcel has been handed to the courier, delivery times can occasionally be affected by circumstances outside Elm Ridge's control.

These may include:

Courier delays
Severe weather
Bank holidays
Incorrect or incomplete delivery information
Local delivery disruption
Other unforeseen circumstances

We will always try to assist where a parcel appears to have been delayed or lost.

4. Delivery Addresses

Customers are responsible for ensuring that the delivery information entered at checkout is complete and accurate.

Please check your address carefully before submitting your order.

If you realise you have entered an incorrect address, please contact us as soon as possible.

We cannot guarantee that delivery details can be changed once an order has been dispatched.

Additional delivery costs caused by an incorrect or incomplete address supplied by the customer may need to be paid by the customer before an order can be resent.

5. Missed Deliveries

If nobody is available to receive the parcel, the courier may:

Attempt redelivery
Leave the parcel in a designated safe place
Deliver it to a neighbour
Deliver it to a local collection point
Return the parcel to us

The options available will depend on the courier and delivery service being used.

If a parcel is returned to Elm Ridge because delivery could not be completed, please contact us to arrange redelivery or discuss the available options.

6. Damaged, Incorrect or Missing Orders

Please check your order when it arrives.

If your parcel arrives damaged, contains the wrong product or an item is missing, please contact us as soon as reasonably possible.

To help us investigate, we may ask you to provide:

Your order number
Details of the problem
Photographs of the parcel
Photographs of the product
Photographs of the delivery label
Photographs showing any damage

Where we have supplied a faulty, damaged or incorrect item, we will arrange an appropriate remedy in accordance with your statutory rights.

This may include a replacement or refund where appropriate.

7. Change-of-Mind Returns

If you have purchased from Elm Ridge as a consumer through our website, you normally have the right to change your mind and cancel your order.

You must notify us that you wish to cancel within 14 days of receiving your order.

You then have a further 14 days from the date you notify us to return the goods.

You do not need to provide a reason for cancelling.

To request a return, please contact Elm Ridge using the contact details provided on our website and include your order number.

8. Cost of Returning an Item

Where you are returning an item because you have simply changed your mind, the cost of returning the product is your responsibility.

We recommend using a tracked or recorded delivery service and keeping proof of postage until your refund has been completed.

Elm Ridge cannot be responsible for a returned parcel that is lost before it reaches us.

If an item is faulty, damaged, incorrect or otherwise not as described, please contact us before returning it so that we can advise you on the appropriate return arrangements.

9. Condition of Returned Products

Please take reasonable care of products while they are in your possession.

Returned products should be securely packaged to prevent damage during transit.

Where permitted by law, we may reduce the amount refunded where 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 suitability.

10. Opened or Unsealed Products

Due to the nature of our products, certain sealed products may not be suitable for return once their seal has been broken where an applicable health or hygiene exemption applies.

If you wish to return an Elm Ridge supplement because you have changed your mind, please therefore contact us before opening or removing any product security seal.

This restriction does not affect your statutory rights if the product is faulty, damaged, incorrect or not as described.

11. Refunds

Once a valid return has been received, we will process your refund in accordance with applicable consumer law.

Refunds will normally be issued to the same payment method used for the original purchase.

Where you exercise your statutory right to cancel an online order, we will also refund the cost of our standard outbound delivery service where required by law.

If you chose a more expensive delivery option than our standard service, we are only required to refund the equivalent cost of the standard delivery option.

For returned goods, we may withhold the refund until we have received the goods back or you have supplied evidence that you have returned them, whichever occurs first.

Refunds will be made within the applicable legal timeframe.

12. Faulty Products

Your statutory rights are not affected by this policy.

If an Elm Ridge product is faulty, damaged, not of satisfactory quality or not as described, please contact us as soon as possible.

We may request the product's:

Batch number
Best-before date
Photographs
Order information

Please retain the product and packaging until we have advised you what to do, as this information may also assist us with product traceability and quality-control procedures.

13. Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Where we are able to intercept the order before dispatch, we will cancel it and arrange a refund.

Because we aim to dispatch orders quickly, we cannot guarantee that cancellation requests will be received before an order has left us.

If the order has already been dispatched, you can follow the returns process above.

14. Returned-to-Sender Parcels

If an order is returned to Elm Ridge because:

An incorrect address was provided
Delivery was refused
The parcel was not collected
The courier was unable to complete delivery

we will contact you once the parcel has been returned to us.

Where the failed delivery was caused by circumstances for which the customer is responsible, additional postage charges may apply if you ask us to resend the order.