Refund policy

1. General Policy

We encourage you to carefully consider your purchase, as we do not offer refunds, exchanges, or returns for change of mind. This policy applies to all orders, including those that have not yet been shipped. Please note that all images on our site are for illustrative purposes only.

 

2. Color and Texture Disputes

We strive to provide accurate representations of our products. However, due to the sourcing and manufacturing processes, we do not accept returns or refunds based on color, material, or texture discrepancies.

 

3. Refunds and Exchanges

Refund Approval: Refunds or exchanges may be granted at our discretion and will be subject to an administrative fee.

Shipping Costs: Please note that all delivery and return shipping charges are non-refundable. For orders that were shipped with free delivery, the actual shipping costs incurred will be deducted from your refund.

Condition of Returns: To qualify for a refund or exchange, items must be returned in their original packaging and in a condition suitable for resale. We cannot accept returns for items with damaged or discarded packaging. Additionally, we reserve the right to refuse returns for products that exhibit signs of wear and tear, misuse, or failure to adhere to care instructions.

 

4. Return Process

To initiate a return, please contact us at hello@elsahomeandbeauty.com.au. Once we receive your returned items, we will inspect them to confirm eligibility. Refunds will be processed within 7 working days of receipt. Please ensure that all returned items comply with our conditions to facilitate a smooth refund process.

 

5. Special and Custom Orders

Custom orders are made to your specifications and cannot be returned, canceled, or changed once placed. Full payment is required for these orders, and they are non-refundable. All shipping and freight charges for custom orders are the customer’s responsibility.

 

6. Australian Consumer Law

For Australian customers, our sale of goods is subject to guarantees under Australian Consumer Law. You have the right to a replacement or refund for major failures and compensation for any other reasonably foreseeable loss or damage.

Consumer Guarantees Include:

  1. Acceptable quality
  2. Fit for a particular purpose
  3. Matching description
  4. Matching sample or demonstration model
  5. Honoring express warranties
  6. Availability of spare parts and repair facilities
  7. Title to the goods
  8. Undisturbed possession of the goods
  9. No undisclosed securities on the goods

Limitations on Remedies: You will not be entitled to remedies for:

  • Change of mind
  • Minor variations in product dimensions
  • Damage caused by the customer
  • Damage limited to packaging
  • Normal wear and tear
  • Damage from improper assembly or modification
  • Damage due to abnormal use
  • Lack of maintenance or care

For more information on Australian Consumer Law and consumer guarantees, please visit www.consumerlaw.gov.au.

 

8. Limitation of Liability

To the extent permitted by law, Elsa Home and Beauty’s liability is limited to the following:

  1. Replacement or repair of the goods
  2. Supply of equivalent goods
  3. Payment for repair costs
  4. Replacing goods or supplying equivalent goods

Our maximum liability for any losses or damages will not exceed the amount you paid for the goods.