Returns & Refund Policy

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem.  

This is when the item:

  • Has a problem that would have stopped someone from buying the item if they had known about it.
  • Is unsafe
  • Is significantly different from the sample or description.
  • Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

If the problem is not major, we will repair the item within a reasonable time. Items presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods. If it is not repaired in a reasonable time you can choose a refund or replacement. If the item has been used incorrectly, then you will not be eligible for a refund or replacement.

To be eligible for a refund or replacement the return package must include:

  • your name
  • contact information
  • proof of purchase
  • and a signed letter stating the reason for your return. 

REFUNDS (IF APPLICABLE) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you return a product on which duty and tax has been paid, we are unable to refund such duty or taxes.

Please allow 14 days for return processing. We will notify you via email when the process is complete.

LATE OR MISSING REFUNDS (IF APPLICABLE) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at Sydney.store@ellel.org.au.

REPLACEMENTS (IF APPLICABLE)
We only replace items if they are defective or damaged.

Once we receive and inspect the returned item, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request for a replacement. 

If approved, the replacement item will be sent within 14 days (when in stock). If the item is out of stock and cannot be sent within 14 days then you will be offered a refund.

GIFTS 
If the item was purchased as a gift (by someone else) and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

SHIPPING 
To return your product, you should mail your product in to us or visit us in store at:

Ellel Ministries Australia Ltd, 710 Moreton Park Rd, Menangle NSW 2568, Australia

Please note our opening hours vary week-to-week depending on the events run at Ellel Sydney. Please contact us on (02) 4633 8102 or at info@ellel.org.au for details on our opening hours.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your replacement product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

Our Returns Policy is in addition to your rights under the Australian Consumer Law.