Return Policy
We will gladly refund items in unused, original condition and packaging. We have a 7-day return policy, meaning any return request must be initiated within 7 days from the date the product is received. You are entitled to a refund for a major failure or as compensation for any other reasonably foreseeable loss or damage. If the failure is minor, we reserve the right to not offer a replacement or refund.
To be eligible for a return, your item must be in the same condition that you received if and unused. You’ll also need the receipt or proof of purchase.
For hygiene reasons, mattresses that have been slept on are not eligible for a return.
Items that have been unused and are in the original condition and packaging (plastic bag must be sealed and undamaged) may qualify for a full refund. To qualify for a full refund, mattresses must also be free from stains, smells, tears or any other damage that might occur while it is in your possession.
We may ask you to provide photos of the product in question and we may also organise an assessor to inspect the purchased item. Elite Home Living has the right to refuse products that have been damaged or soiled, including smells or traces of pets, while stored at your home.
If the refund in process we will refund the original purchase price in the form of the original payment method, minus any associated fees and charges. Most refund will be processed within 10 business day’s depending on your original payment methods.
If you are entitled to a replacement, please be aware that some of our goods are sourced offshore and may require in excess of 12 weeks to source a replacement part or product.
To start a return, you can contact us at info@elitehomeliving.com.au. Items sent back to us without first requesting a return via email will not be accepted. Delivery fees are not refundable and Delivery charges for the return will be at the customer’s expense.
We do not offer change-of mind returns. Ex-stock/ex display mattresses, mattresses sold ‘As Is’ with damage that has been brought to the customer’s attention prior to buying, bed bases and frames are excluded from returns. Delivery fees are non-refundable.
Refund (Returns)
You will be notified by our team, once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method. Refunds of items purchased on Afterpay incur a 7% charge, Credit Cards incur a 1.9% charge of the purchase price. Please remember it can take some time for your bank or credit card company to process and post the refund.
Warranties
If you believe your product may have a manufacturing fault, please contact your store of purchase and they will arrange an inspection. If the product fault can be safely determined by the store who sold the product, we may offer you a refund, repair or exchange. Where the product fault is difficult to determine by a store representative, we’ll need to speak to the manufacturer or repair agent to determine the fault and possible resolution.
Change of mind
If you change your mind about a purchase before delivery, please notify the store of purchase immediately. As most products Elite Home Living sell are made to order, once the order is placed with the manufacturer it is then made specifically for you. Cancellation of an order that has gone into production may carry a restocking fee at the stores and manufacturer’s discretion.
Please choose carefully. Most of our products can’t be resold once unwrapped, due to health or hygiene reasons. If you change your mind, we may in our absolute discretion, offer you a replacement or credit if:
- You have proof of purchase
- The product and packaging are in their original condition
- The product has not been used or soiled
The following products are excluded from change of mind returns:
- Bed linen, mattress protectors, duvets and quilts
- Pillows and pillow protectors
- Self-assembly furniture if part or fully assembled
- Items which have been sold using our assembly service
- Beds or Mattresses that have been slept on, excluding those that qualify for a comfort guarantee
- Any other perishable items which cannot be resold for health or hygiene reasons once unwrapped.