Refund policy

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.

Nothing in this policy limits those rights.

This policy covers two different situations:

  1. Faulty, damaged, incorrect or misdescribed items. Your rights under the Australian Consumer Law apply, and none of the conditions in this policy can exclude them.
  2. Change-of-mind returns. This is our store policy, offered on top of your legal rights. The conditions and costs below apply only to change-of-mind returns.

1. Faulty, damaged, incorrect or misdescribed items (Australian Consumer Law)

If an item arrives damaged, is faulty, is incomplete, is not what you ordered or does not match its description:

  • Please contact us at customerservice@elenni.com.au or 07 3209 9644 with your order number and photos. Please report any visible transit damage within 48 hours of delivery so we can claim with the carrier quickly. You can still contact us after that time. This does not limit your rights under the Australian Consumer Law for faulty, damaged or incorrectly supplied goods.
  • Please inspect items before installing them, and do not install an item that is damaged or incorrect. Contact us first so we can arrange the right fix before installation costs are involved.
  • We will arrange a repair, replacement or refund in line with the Australian Consumer Law. If the problem is a major failure, you can choose a refund or a replacement, and you have nothing to pay to return the item. We cover reasonable return freight that we organise.
  • The change-of-mind conditions below (time limit, unused, original packaging, return freight) do not apply to faulty or misdescribed items.
  • Restocking fees and handling deductions never apply to faulty, damaged or incorrect items.

Faults that appear after installation are covered by the manufacturer's warranty, in addition to your rights under the Australian Consumer Law. We will help you with the claim; see our warranty page.

2. Change-of-mind returns (store policy, 30 days)

If you simply change your mind, you may request a return within 30 days of delivery (or pickup) if the item is eligible. This is our store policy and does not affect your rights for faulty or misdescribed items.

Eligible returns

  • Unused and not installed
  • Complete with all parts, fittings and manuals
  • In original packaging, in clean, resalable condition
  • Authorised by us before you send anything back

Not eligible for change of mind

  • Custom, made-to-order, special-order or cut-to-size products (including many stone tops and bespoke vanity configurations)
  • Used, installed, altered or damaged goods
  • Clearance, ex-display, final-sale or specifically marked non-returnable items
  • Samples and commercial or project quantities (unless we agree in writing)

How to return

  1. Email customerservice@elenni.com.au with your order number, item details and reason within 30 days of delivery.
  2. Wait for our written authorisation and return instructions.
  3. Return the goods to our showroom at Shop 4, 1 Bryants Rd, Loganholme QLD 4129 using a trackable service. Fragile or bulky returns should be insured and packed to the same standard as the original delivery.

Change-of-mind costs

These costs apply to change-of-mind returns only:

  • Return freight is your responsibility.
  • Original outbound shipping is non-refundable.
  • Restocking fee: applies to change-of-mind returns only, never to faulty, damaged, incorrect or misdescribed goods. The fee is a percentage of the price paid for the returned item (delivery not included), up to the percentage charged by the supplier. We tell you the exact fee in writing before we authorise the return.
  • If goods come back not in resalable condition (for example damaged packaging, missing parts or site marks), we may deduct a reasonable handling cost reflecting what we actually incur. We will explain any deduction before finalising the refund.

Refunds

Approved refunds go to your original payment method, usually within 7 business days after we inspect the return (your bank may take longer to show the credit).

Exchanges

We do not offer direct exchanges on change of mind. Return the unwanted item (if eligible), then place a new order for the product you prefer.

Cancellations before dispatch

Contact us as soon as possible if you need to change or cancel an order. If goods have not yet been picked or ordered in, we will usually cancel with a full refund. Once a special order has been placed with a supplier, the change-of-mind rules above may apply.

Delivery details are in our shipping policy. A short summary is on our delivery and returns page.