Refund policy

At Elegance Rose (www.elegancerose-melbourne.com), your satisfaction is our top priority. This policy explains the conditions for returns, refunds and cancellations, in accordance with applicable Australian law.

Returns

You can request a return within 30 days of the delivery date. To start the process, simply contact our customer service team at: support@elegancerose-melbourne.com

The cost of return postage is the customer's responsibility, except in cases where the item is faulty, damaged or incorrect, or does not match the description. In those cases, we cover the cost of return postage.

Exchanges

We accept exchanges. Contact our customer service team and we will help you arrange the exchange of your product.

Note on Consumer Rights

This policy does not limit or exclude any of your rights under the Australian Consumer Law. You are entitled to a repair, replacement or refund if a product is faulty or unsafe, differs significantly from its description, or does not meet acceptable quality standards.

Restocking Fees

We do not charge any restocking fees.

Refunds

Once your return has been received and inspected, the refund is processed within 7 business days. The amount is refunded to the original payment method used for the order. You will receive a confirmation by email once the refund is complete. The processing time may vary depending on your bank or payment provider.

Return Conditions

Items must be returned in their original packaging, including all accessories.
Products must be unused and in their original condition, except where inspection is necessary.
Items must be packed carefully to avoid damage during return transit.
If items are returned used, damaged or incomplete beyond a reasonable inspection, a partial refund or a deduction for loss of value may apply, to the extent permitted by law.

Liability

We accept no liability for delays or damage that occur during return transit. We recommend that you check your order within 24 hours of delivery and notify us of any problems as soon as possible.

Return Method

Returns are accepted by post or courier only.
For faulty, damaged or incorrect items, we cover the cost of return transit.
All other returns are the customer's responsibility.

Customs Duties and Import Taxes

Any customs duties, import taxes or processing fees are the customer's responsibility and must be paid on delivery. These amounts are non-refundable.

Change of Address

If you need to update your delivery address, please contact us immediately at: support@elegancerose-melbourne.com

We will make every reasonable effort to update your details, but we cannot guarantee changes once an order has already been processed.

Undelivered Orders

If an order is returned to us due to an incorrect address, a refused delivery or a failure to collect from a pick-up point, we reserve the right to charge additional costs for return and re-delivery.

Important Note on Address

Our registered office is not a return address. Returns sent without prior approval may not be received or processed.

All returns must be approved by our customer service team before you send any item.