Refund policy

Returns & Refunds Policy

At ELORA we want you to be happy with your purchase. This policy explains your options for returning an item and should be read together with your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or replaces these rights.

Change of mind returns

If you change your mind, you may return eligible items within 14 days of receiving your order. To be eligible, items must be:

Unused, unworn and in the same condition that you received them;
In their original packaging with all tags and accessories included; and
Accompanied by proof of purchase (order number or receipt).

For change of mind returns, the customer is responsible for the cost of return shipping. We recommend using a tracked service, as we cannot process a refund for items that do not reach us. Original shipping costs (where applicable) are not refunded for change of mind returns.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, please contact us within 14 days of delivery with your order number and clear photos of the issue. Where an item is confirmed faulty or incorrect, we will cover the cost of return shipping and provide a replacement or full refund. This is in addition to your rights under the Australian Consumer Law.

Items that cannot be returned for change of mind

For health and hygiene reasons, some items cannot be returned once opened or used unless they are faulty. This includes cosmetics, lip care and other personal-care or beauty products. Your Australian Consumer Law rights for faulty goods still apply.

How to start a return

To request a return, email us at elora.storeadmin@gmail.com with your order number and the reason for your return. We will reply with return instructions and the return address. Please do not send items back before contacting us.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are processed to your original payment method within 5 to 10 business days. It may take additional time for your bank or card provider to post the refund. All refunds are issued in Australian Dollars (AUD).