At Tegan Elli, we are committed to ensuring that our customers are completely satisfied with their purchases. If, for any reason, you are not happy with your order, we offer a straightforward and fair refunds and returns policy. Please read the following information carefully to understand the process, conditions, and timeframes associated with returns and refunds.
1. Eligibility for Returns
a. General Conditions
To be eligible for a return, your item must meet the following conditions:
- Unused Condition: The item must be unused, unworn, and in the same condition that you received it.
- Original Packaging: The item must be returned in its original packaging with all tags and labels attached.
- Proof of Purchase: You must provide a receipt or proof of purchase.
b. Non-Returnable Items
Certain items are not eligible for returns, including but not limited to:
- Sale or clearance items.
- Gift cards.
- Personalised or custom-made items.
- Intimate apparel such as underwear or swimwear, for hygiene reasons.
2. Return Timeframe
You have 30 days from the date of receiving your order to initiate a return. If 30 days have passed since you received your purchase, unfortunately, we cannot offer you a refund or exchange.
3. How to Initiate a Return
a. Contact Us
To initiate a return, please contact our Customer Support team at [email protected] with the following details:
- Your order number.
- A description of the item you wish to return.
- The reason for the return.
b. Return Authorisation
Once we receive your return request, we will review the information and provide you with a Return Authorization (RA) number along with instructions on how and where to send your return. Please do not send items back without first receiving an RA number, as we will not be able to process your return.
c. Return Shipping
You are responsible for paying the shipping costs associated with returning your item. We recommend using a trackable shipping service or purchasing shipping insurance, as we are not responsible for items lost in transit.
d. Return Address
Please send your return to the following address:
Tegan Elli Returns
PO Box 7341
Sippy Downs Post Shop
Shop 1, 1 Chancellor Village Bvd
Sippy Downs, QLD, Australia, 4556
4. Refund Process
a. Inspection and Approval
Once we receive your return, we will inspect the item to ensure it meets the return conditions. We will notify you via email whether your return has been approved or rejected within 5 business days of receiving the item.
b. Refund Method
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Please allow up to 14 business days for the refund to appear on your account after we have processed it.
c. Partial Refunds
In certain situations, only partial refunds may be granted (if applicable):
- Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- Any item returned more than 30 days after delivery.
5. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at [email protected] with your order details and a description of the defect or damage. We will provide instructions on how to proceed with the exchange.
6. Return Shipping Costs
a. Customer Responsibility
Return shipping costs are the responsibility of the customer unless the return is due to a defect or error on our part.
b. Non-Refundable Shipping Costs
Shipping costs incurred at the time of purchase are non-refundable. If you receive a refund, the original cost of shipping will not be included in your refund.
c. Handling Fees
We do not charge any handling or restocking fees for returned items.
7. Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us immediately at [email protected] with your order number and a description of the damage or defect. We may request photos of the damaged or defective item to help us resolve the issue. We will work with you to arrange a return, replacement, or refund.
8. Contact Information
If you have any questions or concerns about our refunds and returns policy, please contact our Customer Support team:
Tegan Elli
PO Box 7341
Sippy Downs Post Shop
Shop 1, 1 Chancellor Village Bvd
Sippy Downs, QLD, Australia, 4556
Email: [email protected]
9. Changes to This Policy
We reserve the right to modify this refunds and returns policy at any time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.
Effective Date: 25 August 2024
This refunds and returns policy is designed to provide clear guidelines for our customers and ensure a fair and transparent process for returns and refunds. We strive to make your shopping experience with Tegan Elli as enjoyable and hassle-free as possible.