Refund policy

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. Refunds can only be made if you purchased directly through Ex-Import. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

In the event that:

1. You change your mind

We are not required to provide a refund or replacement. We do not refund or exchange products/services if you change your mind, found it cheaper somewhere else, decided you did not like the product or had no use for it. If you choose to purchase products without training and are unable to use these products, we will not refund, exchange or provide a credit note.

We don't refund tickets to events/training sessions/courses.

Please contact our customer services team for further information and assistance at info@elleebana.com

2. The item has a minor fault

If the item has a minor fault, please contact our customer service team who will request evidence of the minor fault together with the proof of the purchase confirmation (proof of purchase/invoice/receipt). Each case will be assessed to determine if the fault is minor or major and you may be required to return the product to your place of purchase.

3. The item has a major fault

If the item has a major fault in accordance with the Australian Consumer Law, you are entitled to choose between a refund, repair or replacement of the item (subject to availability). Products that are claimed to be faulty will need to be tested by our team to be confirmed as faulty. Proof of purchase must be provided upon request. We will only replace faulty products purchased from an authorised distributor. For any claims of faulty goods we will replace products or refund the cost of the purchase.

To view your rights as a consumer please click the link to view the policy on the Australian Competition and Consumer Commission (ACCC) website https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

Please note:

If you would like us to replace or provide a refund for an item and we find that:

• the item has been lost, destroyed or disposed of by you; or
• the item has been damaged after being delivered to you for reasons not related to its state or condition at the time of supply to you; or
• the period of time since supply and circumstances are such that we are permitted by the Australian Consumer Law to decline to provide a refund or replacement,

then we may, at our discretion, decide not to replace or refund you for the item and/or we may require you to pay all reasonable postage costs. To the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses that you incur as a result.

PRODUCT REFUNDS:

Products and batches are trialled & tested during productions and deemed to work 100% before they are shipped out.

You will only receive a full refund if you are returning the Product/s, undamaged and in its original packaging.

The unpacking and re-testing will be filmed at our premises. If the Product/s work, as per our description, you will receive a refund on the item only to the value of what is returned.

Shipping will not be compensated.

In the unlikely event that the Product/s do not work, you will receive compensation for everything.

All our products are stored in a temperature controlled environment. We do not ship products over the weekend in hot summer months and every item is sent with the most expedited service possibly available to our stockists.

We do not carry any responsibility for products being unusable, due to hot weather or freezing in the cold climate/snow.

EVENTS:

Tickets to Elleebana Events are non-refundable or transferrable unless the event cancelled. 

For group bookings, we need confirmation of each attendee's name and email.