RETURNS & REFUNDS
We want you to feel confident with your considered purchase. If you're unsure about a product, we recommend reaching out to us for additional information before placing your order. We're happy to provide more details and ensure you’re completely satisfied with your considered purchase.
At Elenorra, we handle returns and refunds in accordance with the Australian Consumer Protection legislation. Please choose carefully as we do not give refunds, credits or accept returns for change of mind or making a wrong decision.
If you have any questions or comments about the return policy, please feel free to contact our customer service team at info@elenorrra.com. We will be happy to help you and strive to resolve any issues quickly and efficiently.
DAMAGED / FAULTY ITEMS
If your order arrived damaged or not as described (Product FAQS*), you have 5 days after receiving your order to be eligible for a return and replacement.
Please note that returns will not be accepted for any reason other than the item being defective, damaged, or not as described (Product FAQS*). Faulty returns are determined at the sole discretion of Elenorra. We do not accept returns for a change of mind unless agreed with our customer service.
Please inspect each item of merchandise carefully upon arrival. Even if you do not intend to install or assemble your items immediately, they should still be opened and inspected for damage within 5 days of receipt. If you are away or unable to inspect the delivery personally, please arrange for someone else to inspect the items on your behalf. Please note that we do not accept returns for items with physical damage (such as scratches, dents, etc.) if we are notified more than 5 days after delivery.
RETURN PROCESS
If the product you received is defective, damaged during transportation or not as described, please contact our customer support at info@elenorra.com within the specified return period of 5 days. To expedite claims, please provide your order number as well as the reason for your return and include a video and photos of the product, its packaging and shipping label.
Our Customer Service will contact you as soon as possible and will provide you with the necessary instructions and a return authorisation if applicable.
Once your return is approved by our customer service team, please send the package via a parcel service and inform us of the tracking number. If it is found that the product is faulty or damaged after inspection, we will reimburse the consumer for any reasonable return costs they have paid. Consumers should keep receipts for postage or transport costs so that they can be repaid.
If a return label is provided by Elenorra, you have 10 days to return the parcel to the nearest post office. If the return is not made within this timeframe, we reserve the right to refuse the return or charge you for the return cost, as the prepaid return label will no longer be valid. For the return of bulky items, please note that they must be brought to the nearest delivery point or depot.
The customer is responsible for keeping and providing the return label tracking receipt. Failure to provide proof of return and if the item is not received by us will result in no refund being issued.
EXCHANGE & REFUND PROCESS
If the goods purchased from us turn out to be defective, damaged, or not as described (Product*), you must follow the return process outlined above. For your order, you can request:
- A replacement of the item with a fault-free item
- A price reduction or partial refund
- A store credit
If the issue is not considered major, we reserve the right to offer a free repair or partial refund instead of a replacement.
In the event of a full refund (if applicable), the Seller shall return to the Consumer all payments received from him, excluding the costs of delivering the goods, without delay, and in every case no later than 10 business days from the day on which the Seller received a refund package. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. The Seller will make the refund using the same methods of payment that were used by the Consumer in the original transaction unless the Consumer agrees to a different solution. In any case, the Consumer will not incur any fees in connection with this refund.
CONDITIONS FOR RETURN
Returned items must be unused, in the same condition that you received it, unworn or unused, with tags, including any accessories, manuals, and documentation and in its original packaging. Please note that if any hair, marks, or other foreign substances are found on the product, your refund may be cancelled.
It is the customer’s responsibility to ensure that returns are packed safely for transit. If the returned product is not in acceptable condition or becomes damaged during transportation due to inadequate packaging, we reserve the right to refuse a refund or exchange.
If the original packaging has been damaged or instructions damaged or missing, a processing fee may be applied.
Please note that the right to return products does not apply to:
- Pre-orders and Custom-made products which are ordered from the manufacturer according to the customer's wishes.
- Custom-cut items (including fabrics).
- Textile and hygiene products, such as bean bag chairs, towels, cushion cover, bedding or rugs- unless they are unopened and the original seal remains intact.
- items purchased through retailers
- Damaged products through customer mishandling.
- Gift cards
ORDER CANCELLATIONS
Once an order is placed, the purchaser has committed to the sale and declares that all information entered (including the shipping address) is correct. We are strictly unable to cancel, stop or reverse an order from being dispatched once placed unless specifically approved by our customer service team. The cancellation of an order must be made within 2 hours after the order is placed.
In the event that Elenorra exceptionally accepts the cancellation of an order, the customer must bear the processing fees charged to Elenorra by the payment gateway for handling the funds related to said order. Additionally, the customer must incur a processing fee of 20% of the total amount paid at the time of purchase.
Elenorra reserves the right to cancel an order at our discretion. In such cases, you will be fully refunded.
Please note that delays may occur during transit due to various factors. If you notice a delay in tracking updates, please rest assured that this is normal and does not mean your package is lost. We kindly ask for your patience with the carrier, as these delays are beyond our control. Unfortunately, we are unable to offer refunds or cancellations due to delays while your order is in transit.
DELIVERY ADDRESS
The customer must provide us with a correct and complete delivery address at check out. In the event that this is not the case, we are not liable for attributable delays. In this case, if the transport company returns his order, the customer will not be able to cancel his order. The customer will have to provide us again a complete and valid address in which to receive their order. The customer must provide all necessary delivery instructions and is responsible for ensuring their delivery requirements are met. Any additional costs resulting from an incorrect address provided by the customer will be payable by the customer.
If an order has been delivered to the address entered at checkout and the address was incorrect or incomplete, resulting in a lost parcel, Elenorra cannot be held responsible.
We recommend double-checking your order details and shipping address before completing your purchase to avoid any delays or additional fees.
Please note that we are not responsible for stolen items once the delivery has been confirmed. We recommend ensuring the delivery address is secure. If you have any concerns, feel free to contact us, and we’ll do our best to assist.
CHANGE OF MIND RETURN
We do not accept returns for change of mind unless approved by our Customer Service team, at the sole discretion of Elenorra.
If a change of mind return is exceptionally approved by Elenorra, we will offer you a store credit, provided that the return is made within 7 days from the date you received the product and the product is eligible for return according to our policy. Customers will be responsible for return shipping costs. Fees that will be deducted from your store credit includes:
- Initial shipping costs
- 30% fee charged per ‘line total price’ of returned product
It is the customer’s responsibility to ensure that the light fixture is suitable for its intended purpose, including compatibility with wall brackets, power connections, and installation requirements. The seller cannot be held responsible if the fixture cannot be installed due to site-specific or electrical constraints that were not communicated prior to purchase.
PROCESSING FEES
For items under $100 value, there is a $20 processing fee per item on returns. For items over $100 value, there is a 20% fee per item on returns. Shipping fees are non-refundable. Credit Card processing fees are non-refundable.
AVAILABILITY
We strive to keep our website’s stock information as accurate as possible. However, there may be occasions when an item listed as available is actually out of stock. In such cases, your payment will be automatically refunded, and you will receive a notification informing you that your order has been cancelled.
INTERNATIONAL RETURNS
Due to the high carbon footprint of processing international returns, we are unable to accept the return of items purchased and shipped internationally. If an item arrives broken or the incorrect item is received, please contact us at info@elenorra.com and we’ll be happy to help provide a refund for the item or arrange for a replacement.
PRODUCTS FAQS
We make every effort to accurately represent our products, but please note that there may be slight variations in grain, texture, color, and size. This is especially true for handmade items, and such natural variations are not considered grounds for a refund. Dimensions are approximations to their nearest accuracy and can slightly vary to do the nature of manufacturing.
Please be aware that product appearances can differ slightly in person due to lighting conditions during photography. While we strive to present our products as faithfully as possible, lighting can impact how colors and textures appear. These differences are not considered defects. Should you have any ambivalence regarding the colouring of an item, please reach out to our team who are more than happy to provide additional imagery to ensure your confidence in your purchase. Please understand that all images used are for illustration purposes only.
Natural materials, like timber, jute, rattan, travertine or marble, often display unique variations in grain, color, size, and texture. These inherent discrepancies are not indicative of a fault and, therefore, do not qualify for a claim under our policy. Additionally, handcrafted products may display unique characteristics and variations, which is normal and not considered as a defect.
If we have inadvertently infringed on any design rights or intellectual property in your country, please contact us. We will promptly review and remove the product if necessary.
We fully respect local design rights and copyright laws and aim to ensure all our products comply with applicable regulations.