Refund policy
Refund Policy
Eliza Design Co Pty Ltd (ABN: 45 677 310 655)
Effective 1st of August 2024
At Eliza Design Co Pty Ltd, we aim to ensure that you are satisfied with your purchase. Please review our refund policy carefully, which covers various scenarios for refunds and exchanges.
Shipping:
Refunds will not be issued for items due to shipping delays. We strive to deliver your order in a timely manner; however, we are not responsible for delays caused by shipping carriers or unforeseen circumstances beyond our control.
Returns and Exchanges:
If you’ve changed your mind or made an incorrect purchase, Eliza Design Co offers a full refund or store voucher. To be eligible for a return or exchange, items must be returned in their original packaging and condition within 30 days of receipt.
The customer is responsible for return shipping costs (return label is supplied by Eliza Design Co), and a 2% deduction will apply to the refund amount to cover restocking and banking fees. To initiate a return, we recommend lodging your request via our returns portal.
Made-to-order and Special-Order Items:
Returns or exchanges are not accepted for made-to-order or special-order items. These products are custom-made or specially ordered and are non-returnable unless they arrive damaged or faulty.
Faulty Items:
If your order arrives damaged or faulty, please email us at hello@elizadesignco.com.au within 48 hours of receiving your order. Include images of the damaged or faulty items, and if applicable, images of the packaging for further assessment. Please allow up to 3 business days for your return to be checked and processed by our team. Once the returned item has been processed, you will receive an email.
Sales Items/Orders:
Items purchased during a sale are final sale. No refunds or returns are accepted for final sale items.
Special Sale and Discounted Periods:
During special sale or discount periods, our standard refund and return policies apply unless otherwise specified. All items purchased during such periods are subject to the terms and conditions stated at the time of sale.
Credit Notes and Gift Cards:
Credit Notes and Gift Cards are valid for three years from issue date and will be emailed to you with a unique code to use online.
Credit notes and gift cards are non-refundable and cannot be redeemed for cash. If you encounter any issues with credit notes or gift cards, please contact us for assistance.
Eliza Design Co is not responsible for any lost or stolen gift cards. We cannot refund or reissue gift cards if lost or stolen, however we can provide you with your original code if proof of purchase can be displayed.
Pre-Orders:
Pre-Order Process: Eliza Design Co offers pre-orders on selected items. Full payment is required at the time of purchase. While we strive to provide an accurate estimated time of arrival (ETA), these ETAs may change due to factors beyond our control. For more information, please contact us at hello@elizadesignco.com.au.
Refund Policy for Pre-Order Items: Our standard refund policies apply to pre-order items. We do not offer refunds for change of mind or shipping delays. However, we may provide an exchange or credit note before your pre-order arrives, at our discretion.
Understanding Pre-Order ETA: We will provide an approximate lead time for your pre-order based on expected manufacturing and shipping times. Delays due to circumstances beyond our control, such as changes in shipping schedules, carrier delays, natural disasters, and raw material shortages, do not constitute a breach of contract. We endeavour to update our customers with ETAs on pre-order items should there be any changes to the estimated date of arrival. Eliza Design Co does not offer cancellations or refunds solely due to delays in the estimated time of delivery.
Processing Times for Returns:
Please allow up to 3 business days for us to process your return. Once the return has been processed, you will receive an email notification.
For any questions or further information regarding our refund and return policies, please contact us at hello@elizadesignco.com.au.