Returns and refunds policy
EFFECTIVE DATE: 25/11/2024
ELEBO DESIGNS strives to ensure that all our customers are satisfied with their purchases, however, we understand that there are occasions when items may need to be returned for a store credit or refund (depending on the circumstances) so we have established the following policy to ensure this process is as simple as possible.
Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions (www.elebodesigns.com/terms-and-conditions).
Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.
WHEN CAN I INITIATE A RETURN?
We ask that you let us know within 2 days of receiving your order that you wish to initiate a return via www.elebodesigns.com/contact.
I RECEIVED THE WRONG ORDER
If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to:
- send the correct item; or
- provide you with a refund.
MY ORDER WAS DAMAGED IN TRANSIT
Damaged Products (Damaged During Shipping):
Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. If your product arrives damaged, please provide photos of the package delivery (including the damaged box prior to opening) and the product itself. This documentation helps us resolve the issue quickly, whether through a replacement or refund.
MY ORDER HAS A MANUFACTURING FAULT (OR I THINK IT DOES!)
Faulty Products:
If a product is found to be faulty or not working as intended upon receipt, we are here to help. Our goal is to ensure you have a product that meets our high standards and your expectations.
- send a replacement to you; or
- provide you with a refund.
I HAVE CHANGED MY MIND, CAN I RETURN MY PRODUCT?
Unfortunately, we cannot accept returns for change of mind on items.
CAN I RETURN A SALE ITEM?
Unfortunately, we cannot accept returns for sale items or clearance items (unless they are faulty, damaged upon receipt or do not match the description of the product you ordered).
I ORDERED THE WRONG ITEM, CAN I RETURN IT FOR A REFUND?
We are unable to offer refunds for incorrect purchases, however, we can offer a store credit for the product once the originally purchased, unopened product has been returned to us.
CUSTOM PRODUCTS
Personalised or custom-made items are unable to be returned (unless the product is incorrect, damaged or faulty).
WHAT HAPPENS AFTER I REPORT A DAMAGED OR FAULTY PRODUCT?
Once you report a damaged or faulty product, we will manage the entire process to ensure you receive a replacement, refund, or repair in compliance with Australian Consumer Law. Our goal is to make this process straightforward and transparent, ensuring your rights are upheld.
We will arrange for the incorrect, damaged or faulty product to be returned to us and you can let us know whether you would like us to either:
- send the correct item;
- send a replacement to you; or
- provide you with a refund.
Some items may be fulfilled directly from our partners, which may impact the return process. Rest assured, we will manage all returns directly and coordinate with our partners where necessary to ensure a timely resolution.
Please see the details below on how to organise a return.
DO YOU NEED TO UNDERTAKE A QUALITY CHECK?
Yes. Upon receipt of a returned item reported as damaged, we will perform a quality check to assess the extent of the damage and confirm it aligns with the customer's description. This check is crucial to ensuring that we address the issue appropriately and provide a solution such as a replacement, repair, or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping or a manufacturing defect, we will proceed with the corrective action at no additional cost to the customer.
HOW TO RETURN PRODUCTS
To return an incorrect, faulty or damaged product, please follow the simple steps below:
Contact us directly to arrange a product return and we will advise the best address for you to send the products to. Contact us via www.elebodesigns.com/contact.
To ensure a smooth return process, please include your original receipt or proof of purchase and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.
If your product arrives damaged, please provide clear photos of the damaged packaging and the product itself. This documentation is essential for us to resolve the issue quickly, whether through a replacement or refund, at no additional cost to you.
Pack and seal the item/s in their original shipping package, if possible and send via registered post.
Processing Times for Returns
Once we receive your returned item, please allow up to 7 business days for your return to be processed. Please allow additional processing time for returns of items fulfilled from third-party locations. We aim to resolve all returns as quickly as possible and will keep you informed throughout the process.
Refunds or store credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.
SHOULD I RETURN BY REGISTERED POST?
We strongly recommend returning items via registered post to ensure tracking and security. ELEBO DESIGNS is not responsible for returns lost or damaged in transit unless registered post is used.
WILL A RESTOCK FEE APPLY?
Restocking fees may apply in certain cases. Customers will be notified of any applicable fees or costs during the return process.
WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?
YES. We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:
If the item is damaged or faulty; or
If we sent you the wrong item.
DISPUTE RESOLUTION
Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.
POLICY UPDATES
We reserve the right to update or modify this Returns and Refund Policy at any time. Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.