Refund policy
Return & Refund Policy
At Elfin Kidz, we want you to be happy with your purchase. We carefully check and pack our products before they are sent to you.
If you have any concerns with your order, please contact us and we will do our best to assist you.
Change of Mind Returns
We understand that sometimes you may change your mind about a purchase.
For eligible items, we are happy to offer an exchange or store credit within 14 days of purchase, provided that:
- The item is unworn, unused and in its original condition.
- All original tags and packaging are still attached and intact.
- The item has not been washed, altered, damaged or otherwise used.
- You can provide proof of purchase.
For hygiene and safety reasons, certain items may not be eligible for change-of-mind returns where applicable.
Change-of-mind returns do not include a refund to the original payment method. Eligible items may be exchanged for another item of the same or higher value, or store credit may be provided.
If an exchanged item is of a lower value, any difference will generally be issued as store credit rather than cash.
Customers are responsible for the return postage costs for change-of-mind returns.
Please contact us before sending anything back so we can provide the correct return instructions.
Sale & Clearance Items
Sale and clearance items may be eligible for change-of-mind exchange or store credit provided they meet the conditions above.
However, our change-of-mind policy does not affect your rights under the Australian Consumer Law.
If a sale or clearance item is faulty or does not meet the consumer guarantees that apply to the purchase, please contact us and we will assess the issue and provide the appropriate remedy required under Australian Consumer Law.
Faulty, Damaged or Incorrect Items
We carefully inspect our products before they leave us, but if your item arrives damaged, faulty or is not what you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number or proof of purchase.
- A description of the issue.
- Clear photographs of the item and the problem where appropriate.
We may ask you to return the item so that we can assess the issue.
If a product has a problem covered by the Australian Consumer Law, we will provide the appropriate remedy depending on the circumstances. This may include a repair, replacement or refund. For a major failure, you may have the right to choose between a refund and replacement.
Our store policy does not limit or exclude your rights under the Australian Consumer Law.
Where a product is confirmed to have a problem covered by the consumer guarantees, we will reimburse any reasonable return costs where required by law.
Incorrect Item Received
If you receive an item that is different from what you ordered, please contact us as soon as possible.
We will arrange the appropriate solution, which may include sending you the correct item or providing another remedy where required.
Please do not return an incorrect item without contacting us first.
Custom Orders
Please carefully check all details before confirming a custom order, including:
- Size
- Colour
- Design
- Personalisation
- Measurements
- Names or other personalised details
Once a custom order has been confirmed and production has commenced, change-of-mind cancellations, exchanges or refunds may not be available because the item has been made specifically for you.
However, this does not affect your rights under the Australian Consumer Law if the custom product has a problem covered by the consumer guarantees.
How to Request a Return
To request a return or exchange, please contact us at:
Email: tasharajee@gmail.com
Please include:
- Your full name
- Order number or proof of purchase
- The item you wish to return
- The reason for the return
- Photos if the item is damaged or faulty
We will review your request and provide you with the appropriate return instructions.
Please wait for our confirmation before sending your item back.
Proof of Purchase
Proof of purchase is required for returns and exchanges.
This may include your:
- Order confirmation
- Tax invoice
- Receipt
- Other reasonable proof of purchase
Refunds
Where a refund is applicable, it will generally be processed using the same payment method used for the original purchase, unless otherwise agreed.
Once your return has been received and assessed, we will process any applicable refund as soon as reasonably practicable.
Please allow additional time for your bank or payment provider to process the refund.
Australian Consumer Law
Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
Our products come with consumer guarantees that cannot be excluded under Australian law.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy where a product does not meet the consumer guarantees.
Our change-of-mind policy is separate from your rights under the Australian Consumer Law.
Contact Us
If you have any questions about returns, exchanges or refunds, please contact us:
Elfin Kidz
Email:contact@elfinkidz.com
We are always happy to help and will do our best to resolve any issue fairly and promptly. 💕🧸
One important change from your current policy
I would not keep the sentence in your screenshot saying:
“If 5 days have gone by since you purchased and you have not contacted us, unfortunately, we can’t offer you a refund or exchange.”
That could wrongly suggest that a customer’s legal rights for a faulty product disappear after five days. The ACCC specifically says businesses cannot impose a fixed time limit that removes consumer-guarantee remedies for faulty products.
I also wouldn’t use “No returns on sale and clearance” as a blanket rule. Sale items still have Australian Consumer Law protections when there is a fault.
This version gives you a 14-day change-of-mind policy while keeping the legally important distinction between change-of-mind returns and faulty/defective products.