If you have issues with the product ordered from our online stores, please send us an email to info@elfsydney.com.au within 30 days after you receive the item.
A Faulty Product
We require that you give detailed information about the faulty product and photos (while in some cases videos) of failure if a product does not work. Once we assess the product to be damaged or faulty, we will give you two options: a full refund or replacement. We may ask you to send the faulty product back to us for further assessment and provide you with the return postage label. Please do not return the product without our authorisation.
Change of Mind
We may accept change-of-mind refunds under several conditions.
1. If the product has not been shipped to you, we will issue you a full refund.
2. When the product has been shipped to you, you must return the product in its original packaging and in the same condition as when you received it. If you don’t follow our product condition policy for returns, you may not receive a full refund. You are responsible for postage costs.
False Claims
We will not refund, repair or replace if a product is misused, mishandled or installed incorrectly. Customers are responsible for following the directions provided by the manufacturers, user manuals and our customer service. Customers found lodging false claims will have their accounts suspended and reports filed with Australian Cybercrime Online Reporting Network (ACORN) and the Australian Federal Police (AFP), as well as the payment service provider this transaction relates to.
Need help?
Contact us at info@elfsydney.com.au for questions related to refunds and returns.