Refund policy

Our company allows customers to request returns within 30 days after they receive their orders.
Before returning an item, please contact us at info@eldrane.com with the subject line “Return Request.”
Once approved, please send your return to the following address:

📍 Eldrane
6/50 Miller Street, North Sydney NSW 2060

Please do not send items without prior approval.

Return Conditions

Returned items must include their original packaging, be unused, and in like-new condition.
We will not accept returns of items that show obvious signs of use or items that have missing parts or damage not caused by us.
Returns will not be accepted if more than 30 days have passed since the delivery date.

Return Costs

For Defective, Incorrect, or Damaged Products:
We do not provide a return label. However, if the item you received is defective, damaged, or incorrect, we will reimburse you for the return shipping costs.
Please contact us before sending your return and provide proof of the issue (e.g. photos).
After approval, you may return the product using a trackable shipping method, and we will refund the shipping fee once we receive the return and the shipping receipt.

For Change of Mind (Customer Remorse):
Customers are responsible for return shipping costs.
Please note that original shipping fees (if any) are non-refundable.

Before returning an item, please contact us at info@eldrane.com with your order number, the item you wish to return, and the reason for return (optional). We will provide return approval before you send the product back.

Refunds

We will inform you regarding the approval decision for your return after performing inspections of received items.
Once we receive and inspect your return, we will notify you by email about the refund approval.
If approved, the refund will be processed within 5 business days.
The reimbursement will reach your initial payment method within 5–10 business days, depending on your bank or payment provider.

Original shipping costs are non-refundable.
Please note that it may take additional time for your bank or credit card provider to process and post the refund.

Do You Charge a Restocking Fee?

No, we do not charge a restocking fee.

Exceptions to the Return Policy

The following products cannot be returned:

  • Custom or personalized items

  • For hygiene and safety reasons, we do not accept returns of opened or used personal care items, including but not limited to underwear, socks, and other intimate apparel.

We do not offer exchanges.
If you wish to receive a different item, please return your product following our return policy and place a new order separately.

If Your Order Never Arrives

While we work with reliable shipping carriers, very rarely an order may not reach you within the expected delivery window. Here is what to do:

  • Wait for the full delivery window: our standard delivery is 8-14 business days total (1-2 processing + 7-12 transit). Please allow the full window before reporting a missing order.
  • Track your order: use the tracking link in your shipping confirmation email.
  • If 21 business days have passed since shipment and your order has not arrived, contact us within 30 days of the original ship date by email at info@eldrane.com or by phone at +61 2 8880 5805.

What we do for missing orders:

  • We open a tracking inquiry with the carrier (Australia Post or third-party courier)
  • If the package is confirmed lost in transit, we will send a free replacement at no cost to you, OR issue a full refund to your original payment method - your choice
  • We do not require you to wait for a carrier investigation to complete before resolving your case - we resolve at our cost and pursue the carrier separately

Please contact us promptly if you suspect your order is lost - the sooner we know, the faster we can help.

Damages

If your item arrives damaged or you receive the wrong item, please contact us at info@eldrane.com with photos and a description of the issue.
We will assist you in processing your return or refund.

Please contact us within 48 hours of delivery and include:
✅ Photos of the damaged or incorrect item
✅ A brief description of the issue
✅ Your order number

We will assist you in processing a claim and sending you a replacement.

Do You Provide a Return Label?

No, we do not provide return labels.
All return shipping must be arranged and paid for by the customer.

If the return is due to a defective, incorrect, or damaged product, the cost of return shipping will be reimbursed after we receive the product and a copy of the shipping receipt.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.

  2. Contact your credit card company, as it may take some time before your refund is officially posted.

If you have done all of this and still haven’t received your refund, please contact us at info@eldrane.com. We will respond within 24 hours on business days.

Where Can I Return My Order?

Please contact us for return instructions before sending your item back to ensure a smooth process.

Can I Change My Shipping Address?

Yes, if your order has not yet been shipped. Please contact us within 24 hours of placing your order.

Cancellations

You can cancel your order free of charge before it has been shipped.
Contact us within 24 hours via email at info@eldrane.com or call us at +61 2 8880 5805 to initiate the cancellation process.

Australian Consumer Law (ACL) Compliance

Our refund policy operates in addition to the consumer guarantees provided under the Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund for products that:

  • are not of acceptable quality (faulty, broken, or do not match description)
  • do not match the sample or demonstration model
  • fail to meet a specific purpose you made known to us before purchase
  • have a major failure or fault that cannot be reasonably fixed

Major failure: if a product has a major failure (e.g., it is unsafe, significantly different from the description, or cannot be used for its intended purpose), you are entitled to choose a refund or replacement. For minor failures, we may choose to repair the product within a reasonable time.

These rights are statutory and cannot be excluded, restricted, or modified by anything in our refund policy. Our policy provides additional rights on top of the ACL, not in place of them.

For more information about your rights under the Australian Consumer Law, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au.

Contact Us

If you have further questions about our return policy, please feel free to contact us:

Business Name: Eldrane
📞 Phone Number: +61 2 8880 5805
📧 Email: info@eldrane.com
📍 Address: 6/50 Miller Street, North Sydney NSW 2060

🕒 Customer Service Hours (AEST):
Monday to Friday: 8:00 AM – 6:00 PM
Saturday and Sunday: 10:00 AM – 5:00 PM

We respond to all inquiries within 24 hours on business days.