Policies
Refunds and returns
Last updated 19 September 2026
Cancelling before dispatch
An order can be cancelled at any time before it is dispatched. Write to support@exelum.one with your order number. If payment has already been received, it is refunded in full to the original payment method.
Returns after delivery
Because these are ingestible products, an opened package cannot be resold and cannot be returned. Unopened packages can be returned within 30 days of delivery in their original, sealed condition. Return shipping is paid by you unless the return is our fault.
Damaged, incorrect or missing items
If a parcel arrives damaged, incomplete or with the wrong item, write to support@exelum.one within 7 days of delivery with your order number and photographs. We replace the item or refund it in full, including delivery, and we pay the return cost.
How refunds are paid
Approved refunds are issued to the original payment method within 5–10 business days of the return being received or the claim being approved. You are told by email when a refund is issued.
Lost parcels
If tracking shows a parcel has not moved for 7 business days, contact us and we will open a claim with the carrier and either resend the order or refund it.