At Elysian Realms, we strive to provide exceptional terrariums and related products. We understand that situations may arise where a return or refund is necessary, so we have organized our policy to ensure transparency and clarity. Please review this information carefully before making a purchase.
1. Items Not Eligible for Return
Certain products cannot be returned due to their perishable or customized nature. This includes:
- Ready-made terrariums and other living or perishable goods (containing plants, mosses, etc.)
- Personalized or bespoke items (custom orders, limited editions)
- Gift cards and promotional items
We are unable to accept returns, exchanges, or issue refunds for these items once shipped, as the condition and longevity of live elements can be compromised during transit.
2. Returnable Products
Products that do not involve perishable components (e.g., unused tools, empty glass containers, or other accessories) may be returned if:
- They are still in their original, unopened packaging
- They show no signs of use or wear
- You can provide proof of purchase
If any part of the packaging has been opened or the product has been used, we reserve the right to decline your return if the reason given is a simple change of mind.
3. Return Period
You have 14 days from the date you receive your eligible product(s) to request a return. After 14 days, we cannot guarantee a refund or exchange.
Initiating a Return:
- Contact our team at admin@elysianrealms.com to begin the process.
- Once approved, we will provide instructions on how and where to ship your return.
- Any returned product sent without prior authorization will be refused.
Shipping Costs for Returns:
You are responsible for covering all return shipping expenses, and these fees are non-refundable.
4. Refunds
When your return arrives, our team will inspect the item to confirm it meets our criteria. If it qualifies, we will process a refund using your original payment method. Please note that it may take your financial institution additional time to apply the funds to your account.
Non-Refundable Items:
- Sale or discounted goods are not eligible for refunds.
- We do not offer refunds for perishable terrariums and plant-related products, as noted above.
5. Damage During Transit
We take great care to package our terrariums and fragile items securely. However, should your purchase arrive damaged:
- Notify us immediately via info@elysianrealms.com, ideally within 2 days of delivery.
- Provide photographic evidence of the damage along with the original packaging.
We cannot provide replacements or refunds if we are not alerted within this window, due to factors affecting the condition of perishable and delicate merchandise. Additionally, minimal cosmetic issues (such as a single leaf bruise) are sometimes unavoidable when shipping live plants and are not typically grounds for compensation.
6. Exchanges
If you wish to replace an item with a different product, the quickest approach is:
- Return the original, eligible product (following the steps above).
- Place a new order for the product you would like instead.
This way, you receive your preferred item as soon as possible.
Contact Us
Should you have any questions, concerns, or need further assistance, please get in touch at admin@elysianrealms.co.uk. We value your satisfaction and will do our best to resolve any issues promptly.
Thank you for choosing Elysian Realms for your terrarium needs.