Refund policy
1. Returns
You may request a return within 30 days of receiving your order.
To initiate a return, please contact our customer support team first at support@elorahayes.com.
If you would like to return a product, please contact us before sending the item back.
In many cases, our customer support team may be able to find a suitable solution without requiring the product to be unnecessarily returned.
By working together to find the best solution, we can reduce unnecessary transportation, packaging materials, and environmental impact.
Please do not send a return before contacting our customer support team and receiving return instructions.
Return shipping costs are the customer’s responsibility unless the item is faulty, damaged, incorrect, or not as described. In these cases, return shipping costs will be covered or reimbursed by us wherever applicable.
2. Return Address
All approved returns must be sent exclusively to our designated warehouse.
Before returning any product, customers must contact our customer support team at support@elorahayes.com to request return authorization and receive the correct return shipping address.
Our customer support team will provide the designated return address along with any necessary return instructions.
Customers must send their returns only to the address provided by our customer support team.
Important: The company address displayed on our website, including in the website footer or company information section, is our registered business address and is not a return address.
Please do not send any return packages to our registered business address without prior authorization.
Any unauthorized return packages sent to our registered business address may be refused and will not be processed as approved returns.
We cannot guarantee the receipt, handling, or processing of packages sent to an incorrect or unauthorized address.
This does not affect any rights customers may have under applicable Australian Consumer Law.
3. Return Conditions
Unless the product is faulty, damaged, incorrect, or otherwise covered by applicable consumer protection laws:
- Items must be returned in their original packaging, including all supplied accessories.
- Products must be unused and in their original condition, except where reasonable inspection of the product is necessary.
- Items must be securely packaged to prevent damage during return transportation.
- Items should only be returned after receiving return instructions or authorization from our customer support team.
If an item is returned used, damaged, incomplete, or otherwise diminished in value beyond what is reasonably necessary to inspect it, a partial refund or depreciation deduction may apply where permitted by applicable law.
4. Exchanges
We accept exchanges.
If you would like to request an exchange, please contact our customer support team at support@elorahayes.com for further assistance.
All exchanges are subject to the applicable return conditions and consumer protection laws.
5. Refunds
Once we receive your returned item, our team will inspect it to ensure that it meets the return conditions outlined in this policy.
If your return is approved, your refund will generally be processed within 7 business days following receipt and inspection of the returned product.
Refunds will be issued to the original payment method used when placing the order, unless otherwise agreed or required by applicable law.
Please note that your bank or payment provider may require additional time to reflect the refunded amount in your account.
If you have not received your refund after the applicable processing period, please contact our customer support team at support@elorahayes.com.
Any refund deadlines required by applicable Australian law will take precedence over the processing timeline stated above.
For orders cancelled within the 3-hour cancellation window, any payment already collected will be refunded to the original payment method. Such refunds will generally be processed within 7 business days of cancellation, unless a shorter period is required by applicable law.
6. Restocking Fees
We do not charge any restocking fees for approved returns.
7. Faulty, Damaged, Incorrect, or Not-As-Described Products
If you receive an item that is faulty, damaged, incorrect, or significantly different from the product advertised on our website, please contact us at: support@elorahayes.com
Please include your order details and, where reasonably possible, photographs or other information showing the issue so that our customer support team can assess the situation quickly.
Where the product qualifies under applicable Australian Consumer Law, we will provide an appropriate solution, which may include a refund, replacement, or another suitable remedy.
Where a return is required because the item is faulty, damaged, incorrect, or not as described, the applicable reasonable return shipping costs will be covered or reimbursed by us.
8. Responsibility for Return Shipping
Returns are accepted by mail only.
For standard returns, return shipping costs are the responsibility of the customer.
For faulty, damaged, incorrect, or not-as-described items, reasonable return shipping costs will be covered or reimbursed by us where applicable.
Customers are responsible for securely packaging their return and are encouraged to use a trackable shipping method.
We cannot be held responsible for delays, loss, or damage occurring during return transportation where these circumstances are outside our control, except where applicable Australian Consumer Law provides otherwise.
9. Inspection of Your Order
Customers are encouraged to inspect their order as soon as reasonably possible after delivery and contact us promptly if there is a problem.
We recommend reporting visible issues within 24 hours of delivery where possible.
However, this recommendation does not limit any statutory or mandatory consumer rights you may have under applicable Australian law.
10. Order Modifications and Cancellations
Order Changes and Modifications
If you would like to change or modify your order, please contact our customer support team as soon as possible at support@elorahayes.com.
We will make every reasonable effort to accommodate your request before your order has been processed or dispatched.
Once an order has entered processing or has been dispatched, we cannot guarantee that changes or modifications will still be possible.
Order Cancellations
Cancellation requests submitted within 3 hours of placing an order will be accepted and processed.
Cancellation requests submitted after 3 hours of placing an order cannot be guaranteed, as the order may have already entered processing or dispatch.
However, cancellation requests submitted within the 3-hour cancellation window will be honored, even if the order has already entered processing.
For orders cancelled within the 3-hour cancellation window, any payment already collected will be refunded to the original payment method, generally within 7 business days, unless a shorter period is required by applicable law.
Nothing in this section limits any cancellation rights available under applicable Australian Consumer Law.
11. Address Changes
If you need to update your delivery address, please contact us immediately at: support@elorahayes.com
We will make every reasonable effort to update your delivery details before the order is processed.
However, once an order has been processed, fulfilled, or dispatched, we cannot guarantee that the delivery address can still be changed.
If you wish to cancel your order instead, cancellation requests submitted within 3 hours of placing the order will be accepted and processed in accordance with Section 10 of this policy.
12. Undeliverable Packages
If a package is returned to us or our logistics partner because of an incorrect or incomplete address provided by the customer, refusal of delivery, or failure to collect the package from a pickup location, additional return or reshipping costs may apply where permitted by law.
Please ensure that the delivery information provided when placing your order is complete and accurate.
13. Consumer Rights Notice — Australia
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. The 30-day return window and change-of-mind conditions in this policy do not restrict statutory consumer guarantees.
Customers are entitled to receive products that are accurately described and comply with any applicable express or implied warranties and other legal requirements.
For a major failure covered by Australian Consumer Law, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss. For other failures, you may be entitled to a repair or other remedy required by law.
Depending on the circumstances and applicable legal requirements, these remedies may include a replacement, repair, refund, or other appropriate resolution.
Our 30-day return policy provides customers with an additional opportunity to request returns in accordance with the conditions outlined in this policy.
Consumer protection rights and remedies may vary depending on the state in which the customer resides. Where applicable, statutory warranty protections and legal cancellation rights remain in effect regardless of the terms of this policy.
Nothing in this policy is intended to exclude, restrict, or limit any consumer rights, statutory warranties, or remedies that cannot legally be waived under applicable Australian law.
14. Contact Information
Email: support@elorahayes.com
Phone: +61 485 853 808
Store name: Elora Hayes
Company name: ANANT LIMITED
Company Address: Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong
Company nr.: 76708800
Customer Service
Monday to Friday | 09:00 – 17:00 (AEST)
Saturday to Sunday | 11:00 – 16:00 (AEST)
We aim to respond to your inquiries within 24 hours.