The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the Law says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
Under the Law, these Consumer Guarantees cannot be excluded. 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.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.
If you believe that a product that you have purchased from Elgee Industries is faulty please contact us on (03) 8768 8072 or at sales@elgee.com.au to arrange a return.
You may return your product if:
a) The goods have a demonstrable manufacture fault.
b) "Change of Mind" refunds:
i. Only within 14 DAYS of invoice.
ii. Only if the product is intact, unused and in its original packaging.
iii. Only when accompanied by a valid tax invoice.
iv. Change of mind returns will attract a 20% restocking fee.
v. Shipping costs will not be refunded on change of mind returns.
If your product is custom-made or is a special order product, returns will not be accepted.
You must adequately package any product you are returning to ensure that it is not damaged during return delivery to our warehouse. All original items including packaging must also be returned. You may choose to return the product by your own means or we will arrange for any products you want returned to be collected, at your cost.
If you are entitled to a refund, we will only give you the refund once we have received the product at our warehouse and inspected it and assessed whether it is eligible for a refund under these Conditions of Sale. Any refund we make will be by the same payment method used to purchase the product.
Returns Policy
At Elgee Industries, we want you to be completely satisfied with your purchase. If you are not happy with a product you have received, we are here to help.
Change of Mind Returns
We accept returns for change of mind within 14 days of delivery, provided the item:
To initiate a return, please contact our customer service team at sales@elgee.com.au with your order number and reason for return. Return shipping costs are the responsibility of the customer unless the return is due to our error.
A restocking fee of up to 15% may apply for change of mind returns.
Damaged or Incorrect Items
If your item arrives damaged or is not what you ordered, please notify us within 7 days of delivery. We will arrange for a replacement or refund, including return shipping costs where applicable.
Return Process
-
Contact us at sales@elgee.com.au with your order number and return reason.
-
Our team will assess the request and provide a return authorisation and shipping instructions.
-
Once we receive and inspect the returned item, we will process your refund or exchange.
Exclusions
Custom-manufactured or special-order products are not eligible for return unless faulty or incorrectly supplied.
Refunds
Refunds will be processed to the original payment method within 5–7 business days of return approval.
