Refund & Returns Policy

Last updated: 22/10/25

This Refund & Returns Policy applies to all purchases made on www.elvanoa.com and follows the requirements of the Australian Consumer Law (ACL).

1. Consumer Guarantees

Our products come with guarantees that cannot be excluded under the ACL.

You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for any other reasonably foreseeable loss or damage

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

2. Eligibility for Returns

You may request a return in the following cases:

  • The product is faulty or damaged upon arrival

  • The product does not function as described

  • The product is not of acceptable quality

We may require evidence such as photos or videos to assess your claim.

3. Change of Mind

We do not offer refunds or returns for change of mind, unless required by local law.

4. Timeframe to Submit a Claim

Claims for faulty or incorrect products must be lodged within:

  • 30 days of receiving the product for major issues

  • As soon as reasonably possible after a defect is identified

5. Return Procedure

To initiate a return, contact us at:
📩 contact@elvanoa.com

Include:

  • Order number

  • Description of the issue

  • Photo or video evidence

Once your return is approved, we will provide instructions and a return delivery address.

6. Return Shipping Costs

If the product is faulty or a wrong item was shipped:

  • We will cover the cost of return shipping or provide another reasonable remedy under ACL.

If the issue is not covered by ACL:

  • You may be responsible for return shipping charges.

7. Inspection of Returned Goods

Returned items will be assessed upon receipt.
If the product is confirmed defective or misrepresented:

  • We will provide a replacement or refund (including any original shipping charges).

If the item is found not to be defective under ACL standards:

  • The item may be returned to you at your cost.

8. Refund Processing

Approved refunds will be issued via the original method of payment.
Processing times may vary depending on the payment provider.

9. Non-Returnable Items

We cannot accept returns for:

  • Products damaged by improper use or mishandling

  • Loss or theft after delivery

  • Normal wear and tear

10. Contact Information

For any questions regarding this policy:
📩 contact@elvanoa.com