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We're all about making online shopping as easy and enjoyable as possible, and that's why we've ensured our returns policy is 100% hassle free. We are more than happy to offer an refund or exchange and you can return your purchase up to 30 days from the day you purchased it. Our returns policy is in addition to your statutory consumer rights.
Returns policy
To be eligible for return, item(s) must be:
Any items that have been used cannot be returned or exchanged for health reasons. In the interest of safety, we may refuse returned items where we reasonably consider that these conditions have not been met.
Shipping costs
Unfortunately, we cannot cover any postage fees for returning items. Original shipping costs are also non-refundable. Returns that place a customers retained order at below $150, and making them no longer eligible for free shipping, will be have the original shipping cost deducted from the credit, refund or exchange amount provided. However, we will not charge you when we send any exchanged items back.
Processing time
We will always do our best to process all returns as soon as possible however please allow 3 - 5 working days for your return to be processed once the items arrive at our warehouse. You'll receive a confirmation email when your return is complete. If a refund is requested, the funds will be returned to the account via which the initial payment was made. We cannot be responsible for any processing times of your financial institution. If you have posted your return but haven’t heard back, please feel free to contact us and we can look into this for you.
How to return an item
If you would like to return an item, just follow these simple steps:
Step 1: Please email us at:
In your email, please state your order number and the items you would like to return, and include your phone number in the event we need to call you for additional information. Please let us know if the item was a gift.
Step 2: Post the item along with original packaging to:
Please ensure all return items are well packed. It's your responsibility to ensure the items are safely packed and returned to us in the condition you received it in. Often parcels get lost if you write 'Return to Sender' and we are not responsible to honour refunds if a parcel is lost in this way. We recommend using a trackable or insured postage method.
The customer is responsible for any postage fees for returns.
We promise that your items will arrive safe and sound, in brand new condition. So in the rare event that an item is found to have manufacturer faults upon receipt, or an item has been damaged during delivery, we will cover the costs.
After receiving and assessing the item, we will refund your postage fees for sending the item back to us, and will get a replacement on its way to you as soon as possible. The Elegant Crib reserves the right to offer replacement or refund for any faulty or damaged goods.
To claim for Faulty or Damaged Goods, you will need to let us know about the issue within 5 business days of delivery. You can notify us either by email info@theelegantcrib.com.au or phone (02) 6190 7913. We can then arrange for the item to be returned to us and advise on the next steps toward solving the issue.
In the case of items damaged during delivery, its especially important to let us know as soon as you receive your package. Unfortunately, failure to notify us within 5 business days will void our delivery cover and the goods will be considered damaged after arrival. We are required to resolve an insurance claim with the delivery carrier on your behalf, and all claim outcomes are decided by the delivery carrier. To assist us this with claim, please email us photos of the damaged packaging and goods in the condition they arrived.
If an item is found to be Faulty after 5 business days, you should still let us know. We are passionate about our products, and really need to know if a customer is unhappy with one of them. Contact us, and we will do our best to help resolve the problem. Please keep in mind that manufacturer faults are addressed through the product manufacturer, and on most occasions our role will be acting to help them best serve you.
Our customers mean everything to us, so we want to hear from you. If you have any questions, please don't hesitate to email or call us.
