Terms of Service

Terms of Service for Elixae

Last Updated: January 10, 2025.

1. Acceptance of Terms

Welcome to Elixae! These Terms of Service (“Terms”) apply to your use of the website [www.elixae.com] and any related services, mobile applications, or online products (collectively, the “Services”) provided by Elixae, LLC (“Elixae,” “we,” or “us”).

By accessing or purchasing from our Services, you agree to these Terms. If you do not agree, do not use our Services. Additional terms may apply to certain Services or promotions, and such terms will become part of your agreement with us if you use those Services.

2. Privacy

Our Privacy Policy explains how we collect, use, and share information about you. By using our Services, you consent to our use of your information as described in the Privacy Policy.

3. Eligibility

You must be at least 13 years old to use our Services. If you’re under 18, you may only use our Services with parental or guardian consent, and that parent or guardian is bound by these Terms. If you’re using our Services on behalf of an organization, you confirm that you have the authority to bind that organization to these Terms.

4. Account Registration and Security

  • You may register for an account to access specific features of our Services. You must provide accurate information and update it as needed.
  • You’re responsible for safeguarding your account credentials and for any activity conducted under your account.
  • We reserve the right to reclaim usernames or deny access to users who violate these Terms.

5. Products and Pricing

A. Product Descriptions

We strive to provide accurate product descriptions, including ingredients, usage instructions, and pricing. However, we don’t guarantee that descriptions are error-free. Packaging and labeling may vary from what is displayed on our website.

B. Pricing

All prices are in CAD and are subject to change without notice. Taxes, shipping, and handling costs are additional and will be shown at checkout. Promotional offers may have specific terms.

C. Use of Products

Our products are for external use only. Always follow the instructions on the product label. We’re not responsible for reactions due to misuse or failure to follow instructions.

6. Payment and Order Processing

  • We accept major payment methods, including Visa, MasterCard, American Express, and indirect e-transfer.
  • By providing payment details, you confirm that you’re authorized to use the payment method and that the information is accurate.
  • Orders are processed once payment is verified. In case of any issues, we reserve the right to cancel or reject orders.

7. Shipping and Delivery

Elixae is not responsible for packages once they leave our facility. Mishandling, lost, or damaged packages after shipping are beyond our control. However, we have protocols in place to address such issues. Please carefully read the policies below:

Shipping Policies
  • Order Processing: No cancellations are allowed once an order is processed.
  • Business Days: Business days are Monday–Friday, excluding holidays.
  • Shipment Schedule: Orders are shipped Monday–Friday only.
  • Delivery Timeframe: Please allow up to 14 business days for delivery as all products are handmade fresh upon order.
  • Unclaimed Packages: Unclaimed packages are non-refundable unless the customer pays an additional shipping and handling fee for resending. To arrange reshipment, email [insert email address] with your order details. The customer will be sent an invoice for reshipping, which must be paid before the package is resent.
Broken Items
  • If your items arrive broken or damaged:
    • Email [email protected] within 24 hours of delivery with photos of the damaged items, your order number, and any relevant details.
    • Claims submitted after the 24-hour window cannot be processed.
Returns/Exchanges
  • No returns or exchanges are allowed due to the nature of our handmade products.
  • Cancellations are not permitted once an order has been processed.
  • If you experience a reaction to a product, discontinue use immediately and contact us at [email protected] with proof of reaction (photos and details). We recommend patch-testing on a small area of skin before use to ensure compatibility.
Lost/Damaged Shipments
  • All shipments are insured. In the event of a lost or damaged shipment:
    • Contact [email protected] with your order number.
    • We will file an insurance claim on your behalf, and you agree to follow all verification protocols for lost or damaged shipments to process a replacement.
    • Note: Unclaimed packages are not considered lost or damaged. Please refer to the “Unclaimed Packages” policy above for those cases.

8. Prohibited Conduct

You agree not to:

  • Use our Services for unlawful purposes.
  • Misuse our intellectual property.
  • Engage in any activity that disrupts, damages, or impairs the functionality of our Services. We reserve the right to terminate accounts or take legal action against violators.

9. Intellectual Property

All content, including images, text, and trademarks, on our Services is owned by Elixae or its licensors. You may not use or reproduce any content without prior written permission.

10. Feedback and User Content

  • By submitting feedback, reviews, or other content, you grant us a nonexclusive, perpetual, and royalty-free license to use, modify, and distribute your content.
  • You must own the rights to any content you submit and ensure it doesn’t violate third-party rights.

11. Limitation of Liability

To the fullest extent permitted by law, Elixae is not liable for indirect, incidental, or consequential damages, including loss of profits or data. In no case will our liability exceed the total cost of the products purchased.

12. Dispute Resolution

At Elixae, we are committed to resolving any concerns or disputes quickly and fairly. If you have an issue with our Services or Products, please contact us directly at [email protected], and we’ll do our best to address your concerns.

Informal Dispute Resolution

Before pursuing legal action, you agree to engage in good faith efforts to resolve disputes informally. You can initiate this process by emailing [email protected] with:

  • A description of the dispute.
  • The basis for your claims.
  • Any proposed resolution.

We’ll respond within 10 business days and work with you to find a resolution.

Dispute Process

If informal resolution is unsuccessful, any legal disputes arising from these Terms or your use of our Services will be resolved in a court of competent jurisdiction.

13. Changes to Terms

We reserve the right to modify these Terms at any time. Updates will be posted on our website, and continued use of our Services constitutes acceptance of the changes.

14. Contact Information

For any questions, please contact us: