We take great pride in our products and want you to be satisfied with your purchase. This Returns Policy applies in addition to your rights under the Australian Consumer Law (“ACL”).

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.

30 Day change-of-mind returns

If you change your mind for any reason within 30 days of purchase, we offer an online store credit, subject to the following conditions:

• Item(s) must be returned unused, unwashed, and in their original condition, with all original packaging, tags, dust bags, bellybands, stickers and protective packaging attached. 
• If your order included a promotional free gift, the gift must also be returned. If the free gift is not returned, the retail value of the gift may be deducted from your store credit. 
• For approved Australian change-of-mind returns, a $12.00 postage and handling fee will be deducted from your store credit. For New Zealand returns, a $15.00 fee will apply. 
• If your original order qualified for free shipping and the adjusted order total falls below the free shipping threshold after the return is processed, the original shipping cost may be deducted from your store credit. 
• If your original order qualified for a promotional discount based on order value, and the adjusted order total no longer qualifies, your store credit will be recalculated based on the adjusted order value. 

These conditions apply to change-of-mind returns only and do not apply to products that are faulty, damaged, incorrectly supplied, or otherwise subject to your rights under the ACL.

Please note:

• Change-of-mind returns are processed as store credit only. 
• Store credits are issued in AUD and are not redeemable for cash. 
• Ela & Earth is not responsible for currency fluctuations between the original purchase date and return processing date.

 

Colour, finish & product variations

We take care to display our products as accurately as possible. However, colours may vary slightly depending on lighting, photography, screen settings, and device displays.

Where products are made using multiple materials or finishes, slight tonal variations between components may occur.

Measurements are provided as a guide only. Due to the nature of materials and manufacturing processes, slight variations in size, finish, stitching, or shape may occur. Variations within approximately 5–15mm are considered manufacturing tolerances and are not regarded as faults.

Final sale items

Items marked “Final Sale” are not eligible for change-of-mind returns, exchanges, or store credit.

However, this does not affect your rights under the Australian Consumer Law, including your rights in relation to faulty, damaged, or incorrectly supplied items.

Exchanges

Due to high demand and stock availability, we are unable to offer direct exchanges.

If you would like a different style, colour, or variation, we recommend placing a new order and returning your original item in accordance with this policy.

This does not affect your rights under the ACL for faulty or incorrectly supplied goods.

Faulty, damaged or incorrect goods

If you believe your item is faulty, damaged, or you have received an incorrect item, please contact us at customercare@elaandearth.com.au as soon as reasonably possible.

We will assess the issue in accordance with the Australian Consumer Law.

Where a product has a major failure, you may be entitled to choose a refund or replacement. Where the issue does not amount to a major failure, we may provide a repair, replacement, or other remedy as appropriate under the ACL.

For approved faulty, damaged, or incorrectly supplied items:

• We will cover reasonable return shipping costs. 
• The change-of-mind conditions outlined above (including unused condition, original packaging requirements, shipping deductions, and store-credit-only remedies) do not apply. 

Parcel Protection

Please note that Parcel Protection is a shipping insurance product and is not eligible for returns.

 

Lost parcels

Once your order has been dispatched, you will receive a tracking number to monitor its progress.

If your parcel is delayed or missing, we recommend lodging an inquiry directly with the selected courier using your tracking number. This is often the quickest way to resolve delivery issues.

If you require assistance, please contact our Customer Care team and we will help investigate the matter with the courier.

If you selected parcel protection at checkout, please refer to our Parcel Protection Policy to submit a claim.

If an incorrect shipping address is entered at checkout and the parcel is returned to us, we can arrange re-shipment once received. Please note that reshipping costs are the responsibility of the customer.

 

Free Gift with Purchase returns

For change-of-mind returns, any promotional free gift received as part of the order must also be returned if the return causes the order to fall below the qualifying promotional threshold.

If the free gift is not returned, the retail value of the gift may be deducted from the store credit issued.

This condition applies only to change-of-mind returns and does not limit your rights under the ACL.

Australian orders – return shipping & packaging

For change-of-mind returns, return shipping costs are the responsibility of the customer. A prepaid return shipping label can be downloaded through our Returns Portal, with the applicable postage and handling fee deducted from your store credit.

If your original order qualified for free shipping and the adjusted order total falls below the free shipping threshold after the return is processed, the original shipping cost may also be deducted from your store credit.

For faulty, damaged, or incorrectly supplied items approved under the Australian Consumer Law, Ela & Earth will cover reasonable return shipping costs.

Customers are responsible for ensuring returned items are packaged securely for transit.

If you would like an estimate of any deductions applicable to your return, please contact us at customercare@elaandearth.com.au

International orders – return shipping & packaging

For international change-of-mind returns, return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrectly supplied.

Where a prepaid return label is provided, this covers return postage only.

Customers are responsible for ensuring returned items are packaged securely for transit. Ela & Earth cannot process a return or issue store credit until the returned item has been received and assessed by our warehouse.

For approved change-of-mind returns, the original shipping cost may be deducted from the store credit issued.

When will I receive my store credit?

Please allow 5–7 days from when our warehouse receives your item(s) for your return to be processed. You will receive an email notification of your store credit details once finalised.

What happens if my return does not meet the return conditions?

All returned items are inspected upon arrival.

If a returned item does not meet the conditions for a change-of-mind return, for example, if it appears used, damaged, washed, or not returned in its original condition and packaging, we may decline the return.

If a return is declined, the customer will be responsible for any shipping costs associated with having the item returned to them.

These conditions apply to change-of-mind returns only and do not limit your rights under the Australian Consumer Law.

Your rights under Australian Consumer Law

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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantee rights may apply for a reasonable period depending on the nature of the product, price, materials, and expected lifespan of the item.

Normal wear and tear, misuse, accidental damage, improper care, or minor variations in colour, finish, or measurements are generally not considered faults under the ACL.

FAQs

What is the return process?

1. Submit your return request through our Returns Portal by following the prompts provided. 
2. Our Customer Care team will review your request. Please allow up to 48 business hours for initial assessment and approval. 
3. If your return is approved, you will receive instructions on how to return your item(s), including access to a prepaid return shipping label where applicable. 
4. Carefully package your item(s) for return. You may reuse the original Ela & Earth packaging where possible. Please ensure any previous shipping labels are removed or covered and the parcel is sealed securely. 
5. Attach your return shipping label securely to the parcel. If you do not have access to a printer, you can visit an Australia Post office and provide your return reference number for assistance. 
6. Lodge your return parcel at any Australia Post office. 
7. Once your return has been received and inspected by our warehouse team, we will process your return in accordance with this policy. Approved change-of-mind returns will receive a store credit within approximately 5 business days of processing. 

Please note that different remedies may apply for faulty, damaged, or incorrectly supplied goods in accordance with the Australian Consumer Law.

WARRANTIES

12-month bag & accessories warranty:

Enjoy peace of mind with our 12-month voluntary manufacturing warranty, valid from the date of purchase. In accordance with Australian Consumer Law (ACL), Ela & Earth will replace or refund any item that is found to have a genuine manufacturing defect, such as faulty stitching, zip failures, or broken hardware.

Please note this warranty does not apply where the product shows signs of normal wear and tear, misuse, accidental damage, or improper care or cleaning. Each claim is assessed on a case-by-case basis.

What’s not covered under warranty (general exclusions):

1. Overloading or excessive weight causing tears or hardware damage.
2. Stains, spills, odours, or colour transfer.
3. Heat, water, or environmental damage.
4. Use outside the product’s intended purpose.
5. Natural material characteristics or variations.
6. Lost or missing parts or accessories.
7. Loose or stray threads that do not affect the structure.
8. Tarnishing or discolouration on metal hardware.

3-month drinkware & lunchware warranty:

Enjoy a 3-month voluntary manufacturing warranty from the date of purchase on all Ela & Earth drinkware and lunchware products. In line with Australian Consumer Law (ACL), we will repair, replace, or refund (in full or in part) any item found to have a genuine manufacturing defect.

Please note this warranty does not apply where the product shows signs of wear and tear, accidental damage, misuse, or incorrect cleaning or care. Each claim is assessed on a case-by-case basis.

Making a warranty claim:

To make a warranty claim, please notify Ela & Earth in writing via customercare@elaandearth.com.au and include your proof of purchase along with clear photos and/or a short video showing the issue, so our team can identify and
assess the fault.

If required, we may request additional evidence and/or ask for the product to be returned to us for assessment, or follow up with further questions.