Online Terms & Conditions

About Us

We are Elcella Ltd a company registered in England and Wales with company number 16052889. Our registered office is at 5 Walden Street, Queen Mary University Enterprise Zone, London, United Kingdom, E1 2EF.

We are registered for VAT. Our VAT number is 482 7997 24.

Where to find information about us and our products

You can find everything you need to know about us and our products on our website or from our sales staff before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

When you buy from us you are agreeing that: 

  • We only accept orders when we've checked them
  • Sometimes we reject orders
  • We charge you when we accept your order 
  • We charge interest on late payments
  • We pass on increases in VAT
  • We are not responsible for delays outside our control
  • Products can vary slightly from their pictures
  • If you bought online or over the telephone, you have a legal right to change your mind
  • You can end an on-going contract (find out how)
  • You have rights if there is something wrong with your product
  • We can change products and these terms
  • We can suspend supply (and you have rights if we do)
  • We can withdraw products
  • We can end our contract with you
  • We do not compensate you for all losses caused by us or our products
  • We use your personal data as set out in our Privacy Notice
  • You have several options for resolving disputes with us
  • Other important terms apply to our contract

Please see further information under each heading. 

We only accept orders when we have checked them

We contact you to confirm we have received your order and we accept it when we dispatch or supply the product and confirm dispatch or supply to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas (as stated on our website), because we have not been able to take payment from you or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we accept your order

However, for some products we take payment at regular intervals, as explained to you during the order process. If your product is goods (rather than digital content or services), you will own it once we have received payment in full.

We charge interest on late payments

If we are unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We are not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as shipping delays from our warehouse, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay. If the delay is likely to be substantial you can contact us by email at hello@elcella.com or by WhatsApp on 07383808349 to end the contract and receive a refund for any products you have paid for in advance, but not received.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or its packaging may be slightly different. 

If you bought online or over the telephone, you have a legal right to change your mind

Your legal right to change your mind.

For most of our products bought online or over the telephone as a consumer, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you cannot change your mind.

You cannot change your mind about an order for:

  • products sealed for health protection or hygiene purposes, once these products have been unsealed after you receive them;
  • digital products, after you have started to download or stream these;
  • services, once these have been completed;
  • sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them;
  • products that are made to your specifications or are clearly personalised; and
  • products which become mixed inseparably with other items after their delivery.

The deadline for changing your mind.

If you are a consumer and you change your mind about a product you must let us know no later than 14 days after the day we deliver your product. If the products are split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know.

To let us know you want to change your mind, contact us at hello@elcella.com.

You have to return the product at your own cost.

You must return the products (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost.

You can send the product back to us, using an established delivery service.

You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the products at all or within a reasonable time we won't refund you the price. For help with returns, please contact us by email at hello@elcella.com or by WhatsApp on [07383808349].

We reduce your refund if you have used or damaged a product or tampered with the seal.

All products are inspected on return to us. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new”, the packaging is damaged or accessories are missing.

In some cases, because of the way you have treated the product, including if you have tampered with or removed any product seal, no refund may be due. We can advise you on whether we're likely to reduce or refuse your refund. Please contact us by email at hello@elcella.com or by WhatsApp on [07383808349].

When and how we refund you.

If your product is goods that you are sending back to us and is eligible for a refund, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact by email at hello@elcella.com or by WhatsApp on [07383808349].

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact us by email at hello@elcella.com or by WhatsApp on [07383808349]. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

Summary of your key legal rights

If your product is goods, for example food supplements, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get a refund.

Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

Return the product to us. If you think there is something wrong with your product, you must contact us by email at hello@elcella.com or by WhatsApp on [07383808349].

We can change products and these terms

Changes we can always make.

We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements;
  • to make minor technical adjustments and improvements.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product (see We can change products and these terms).

We try to let you know, may adjust the price and may allow you to terminate.

We contact you in advance to tell you we are suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we are going to suspend supply, for more than 14 days you can contact by email at hello@elcella.com or by WhatsApp on [07383808349] to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can withdraw products

We can stop providing a product, such as an ongoing service or a subscription for digital content or goods. We let you know at least 14 days in advance and we refund any sums you have paid in advance for products which will not be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us including enforcement costs if:

  • you do not make any payment to us when it's due and you still don't make payment within seven days of our reminding you that payment is due;
  • you do not, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;

you do not, within a reasonable time, either allow us to deliver the product to you or collect it from us. 

We do not compensate you for all losses caused by us or our products

We are not responsible for losses you suffer caused by us breaking this contract if the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We are not responsible for delays outside our control.
  • Avoidable. Something you could have avoided by taking reasonable action. 
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession. 

We use your personal data as set out in our Privacy Policy

How we use any personal data you give us is set out in our Privacy Policy.

You have several options for resolving disputes with us

Our complaints policy.

We will do our best to resolve any problems you have with us or our products. Please contact us by email at hello@elcella.com or by WhatsApp on [07383808349].

You can go to court.

These terms are governed by English law and wherever you live, you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in. 

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will tell you in writing if this happens and we will ensure that the transfer won't affect your rights under the contract. If you are unhappy with the transfer you can contact by email at hello@elcella.com or by WhatsApp on [07383808349] to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this. If you are a consumer we may not agree. 

Nobody else has any rights under this contract.

This contract is between you and us. Nobody else can enforce it (other than someone you gave a product to as a present) and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that doesn’t mean we cannot do it later.

These Terms and Conditions were last updated on 18 March 2025.

These Terms and Conditions may have changed since you last reviewed them.