We want you to be happy with your Elfina purchase. If something is wrong with your order, please contact us at contact@elfina.com.au so we can help.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, incorrect or otherwise does not meet applicable consumer guarantees, please contact us with your order number and a description of the issue.

Photos or a short video may help us understand the problem, but they are not a condition of your statutory rights.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund or another remedy. We will assess the issue and explain the available options.

Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law.

How to request a return or refund

Please email contact@elfina.com.au with your order number and a description of the issue. We will review your request and provide instructions for the next steps.

Please contact us before sending an item back so we can provide the appropriate return address. This may differ from the address on the original shipping label.

Return shipping for faulty products

Where an item fails to meet applicable consumer guarantees, we will cover or reimburse reasonable return costs where required by law. If you pay for return postage, please keep your receipt.

Refunds

We will notify you by email once we have assessed your return or refund request.

Approved refunds will be issued to your original payment method unless otherwise agreed or required by law. We aim to process approved refunds within 10 business days. Your bank or payment provider may take additional time to make the funds available.

If more than 15 business days have passed since we confirmed your refund was processed, please contact us at contact@elfina.com.au.

Order cancellations

If you need to cancel an order, email us as soon as possible at contact@elfina.com.au. We will try to accommodate your request, but cancellation may not be possible once processing or dispatch has begun.

This does not affect any cancellation or refund rights available under applicable law.

International orders

Customers outside Australia may have additional rights under the laws applicable to their purchase. Nothing in this policy limits rights that cannot lawfully be excluded.

Contact

For returns, refunds or order issues, email contact@elfina.com.au.