Kaufrichtlinie
Effective date: 4 September 2026
This Purchase Policy applies to all purchases made through the Elemence website by customers in Germany, Austria and Switzerland. It forms part of the contract between you and Elemence Nutrition L.L.C-FZ.
1. Seller
The seller of the products is:
Elemence Nutrition L.L.C-FZ
Meydan Grandstand, 6th Floor
Meydan Road, Nad Al Sheba
Dubai, United Arab Emirates
Trade Licence No.: 2540127.01
Customer Care: hello@3lemence-admin.com
2. Products and product information
Elemence products are food supplements. They are not medicines and are not intended to diagnose, treat, cure or prevent any disease.
Product information, ingredients, nutritional values, directions for use, warnings, storage instructions and allergen information are displayed on the relevant product page and product packaging. You are responsible for reviewing this information before placing an order and for using the product only as directed.
Do not consume a product if its packaging or tamper-evident seal is damaged, broken or appears to have been tampered with.
Nothing in this Purchase Policy limits rights that cannot be excluded under applicable consumer-protection, food-safety or product-liability law.
3. Orders and contract formation
By placing an order, you make an offer to purchase the selected products on the terms displayed at checkout.
An automated acknowledgement of your order confirms receipt only. A contract is formed only when we send a dispatch confirmation or otherwise confirm that your order has been accepted.
We may decline, cancel or limit an order before dispatch where reasonably necessary, including where:
- A product is unavailable;
- Payment authorisation has failed;
- Delivery information is incomplete or inaccurate;
- There is an obvious error in price, product description or promotion;
- We reasonably suspect fraud, unauthorised resale, misuse or unlawful activity; or
- Dispatch would breach applicable law or regulatory requirements.
If we cancel an order after payment has been taken, we will refund the amount paid using the original payment method.
4. Prices, payment and taxes
Prices, applicable taxes, delivery charges and any other mandatory charges are shown at checkout before you place an order.
You must provide valid and current payment information and confirm that you are authorised to use the selected payment method. Payment is processed through the payment options offered at checkout.
For deliveries to Switzerland, import VAT, customs duties, clearance charges or other import-related costs may apply unless expressly stated to be included at checkout. Where such charges are not included, you are responsible for paying them.
5. Delivery
We deliver to Germany, Austria and Switzerland. Any delivery date or timeframe is an estimate only and is not guaranteed.
You are responsible for providing a complete and accurate delivery address. We are not responsible for delay, loss, non-delivery or additional cost arising from incorrect or incomplete delivery information supplied by you.
Risk in the products passes to you when the products are delivered to you, or to a person you nominate to receive them other than the carrier.
6. Subscriptions
Where you select a subscription, you authorise Elemence to charge your selected payment method automatically at the subscription frequency shown at checkout until you cancel.
The price, billing frequency, renewal date and delivery frequency applicable to your subscription will be disclosed before you complete the order and confirmed by email.
You may skip or cancel future subscription renewals at any time before the next billing date through your customer account, where available, or by emailing hello@3lemence-admin.com. Cancellation applies to future renewals only and does not cancel an order that has already been billed or dispatched, subject to any applicable statutory withdrawal rights.
Where a subscription price changes, we will provide prior notice where required by law. You may cancel the subscription before the revised price takes effect.
7. Germany and Austria: statutory right of withdrawal
If you are a consumer habitually resident in Germany or Austria, you have a statutory right to withdraw from a distance purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the date on which you, or a third party nominated by you other than the carrier, acquire physical possession of the goods. For subscriptions involving regular delivery of goods over a defined period, the withdrawal period begins on receipt of the first delivery.
To exercise your right of withdrawal, you must notify Elemence of your decision by an unequivocal statement sent by email to hello@3lemence-admin.com. You may use the model withdrawal form below, but its use is not mandatory.
Sealed products
The right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene where the seal has been removed, broken or otherwise tampered with after delivery.
Accordingly, a product may be returned only where it remains unopened, unused, in its original condition and with its tamper-evident seal fully intact. This exclusion does not affect statutory rights relating to products that are defective, damaged, incorrectly supplied or incomplete.
Return process
Following receipt of a valid withdrawal notice, Elemence will provide return instructions. Unless the return relates to a defective, damaged, incorrectly supplied or incomplete product, you are responsible for the direct cost, risk and safe carriage of the return.
Eligible returns must be sent without undue delay and no later than 14 days after you notify Elemence of your withdrawal to:
Octofill GmbH
Riesaer Str. 74
04328 Leipzig
Germany
You should use a tracked and insured delivery service and retain proof of posting. Elemence is not responsible for a return until it is received at the above address.
Verification and refund
Upon receipt, the returned item will be verified solely to confirm its identity, condition and eligibility under this Purchase Policy, including that the product is unopened, unused and its tamper-evident seal remains intact.
Where the return is eligible, Elemence will notify you and issue the refund to the original payment method. The refund will include the purchase price and, where required by applicable law, the cost of standard outbound delivery. Additional delivery charges selected by you will not be refunded.
Elemence may withhold reimbursement until it has received the returned goods or you have supplied evidence of having returned them, whichever occurs first. Nothing in this section limits mandatory consumer rights.
Model withdrawal form
To: Elemence Nutrition L.L.C-FZ
Email: hello@3lemence-admin.com
I/We hereby give notice that I/We withdraw from my/our contract for the purchase of the following goods:
Order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
8. Switzerland: change-of-mind returns
For customers in Switzerland, Elemence does not offer returns, exchanges or refunds for change of mind, except where required by applicable law.
This does not affect your rights in relation to products that are defective, damaged, incorrectly supplied or incomplete.
9. Damaged, defective, incorrect or incomplete orders
You should inspect your order promptly upon delivery. If a product is damaged, defective, incorrectly supplied, incomplete or delivered with a broken seal, contact hello@3lemence-admin.com promptly and provide:
- Your order number;
- A description of the issue;
- Clear photographs of the product, packaging and seal; and
- Batch details, where available.
We may request further information reasonably required to assess the claim. Where a claim is verified, Elemence will provide the remedy required by applicable law. Return costs for a verified product fault or fulfilment error will be borne by Elemence.
10. Contact
For order, subscription, cancellation, return or product-support queries, contact:
hello@3lemence-admin.com