Refund policy

Last Updated: August 10, 2026
This policy is formulated in strict accordance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010, supervised by the Australian Competition and Consumer Commission (ACCC). Statutory consumer guarantees cannot be excluded, restricted or waived by store rules, and apply to all domestic orders placed with Elvaya across Australia.
Legal Statement required by ACCC: 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 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.

1. Statutory Consumer Guarantees (Mandatory Australian Legal Rights)

If goods are faulty, damaged upon arrival, inconsistent with product descriptions, unsafe or unfit for their intended use, you are legally eligible for full refund, free replacement or repair within a reasonable period after purchase. These rights override all voluntary store return rules.

2. Voluntary Change-of-Mind Returns

Australian law does not mandate cooling-off periods for online shopping due to personal preference. As an extra customer benefit, Elvaya provides a 30-day voluntary return window for eligible items:
  • Goods must be unused, unwashed, undamaged, with original tags and complete packaging in resaleable condition
  • Return shipping fees for change-of-mind returns shall be borne entirely by the customer

3. Return Application & Inspection Process

Submit your return request via our official email within the valid return timeframe. After receiving your parcel, our quality team will complete inspection within 3–5 Australian business days (excluding weekends and national public holidays).

4. Responsibility for Return Postage

  • Our fault (faulty goods, wrong items, damaged delivery): We cover all return shipping costs and arrange full refund or free replacement
  • Customer personal preference returns: Customer bears all return delivery expenses

5. Refund Processing Time

Once your returned item passes inspection and is approved, we will initiate the refund instantly. Funds will be returned to your original payment channel. The actual arrival time depends on the processing cycle of Australian financial institutions.

6. Non-Returnable Items (Change-of-Mind Exclusion Only)

The following products cannot be returned for personal preference reasons due to hygiene and custom retail standards; statutory ACL guarantees still apply if defective:
  • Customised personalised merchandise
  • Sealed intimate apparel and cosmetics once packaging is opened
  • Products marked “Final Sale” on product pages

7. Order Cancellation

Unshipped orders can be cancelled free of charge at any time before dispatch. Once dispatched, cancellation is unavailable; you may apply for a return after receiving the package.

Contact

Elvaya

47 Ryrie Street, Geelong VIC 3220, Australia

Phone: +61 488 616 203

Email: hello@elvaya.shop