Refund Policy

Elegant Collections Refund Policy

Elegant Collections is committed to providing a fair and transparent refund and return process in accordance with the Australian Consumer Law.

Online Purchases

No Change of Mind Refunds/Exchanges: All online sales are final. We do not offer refunds, exchanges, or credit notes due to a change of mind.
Damaged Items: Upon receiving your order, please inspect the packaging immediately. If you notice any damage, note it when signing for delivery and contact us at accounts@elegantcollections.com.au within 7 business days of receiving the item. Include photos of the damage and packaging, describe the issue and mention your order number.

Depending on the circumstances, a refund, repair, or replacement will be arranged accordingly.
Keep the original packaging to ensure the item is securely transported.
In certain cases, insured courier companies may not collect damaged products. If this occurs, our team will notify you and it will be your responsibility to dispose of the damaged item(s) accordingly.

In-Store Purchases

· Special Orders: Please note that special order requests are made in-store only by placing a 30% deposit. Special orders are non-cancellable and non-alterable once placed. A cancellation fee of 30% of the total item value will be applied if an attempt is made to cancel or modify the order. Special orders are exempt from cooling off periods and change of mind policies.

Cooling-Off Period: For new in-store orders, a 14-day cooling-off period applies, allowing customers to cancel or make changes to their order within 14 days of placing it. This applies onlt to orders that have not yet been collected or dispatched to the corresponding store for pick up. Transfer charges of ($30-$50) may apply if the transfer was completed prior to notification of cancellation. After the 14-day cooling-off period, any changes to the order will be at management's discretion, provided the total order value remains unchanged. Once the cooling-off period ends, a cancellation fee of 20% will be applicable to any item/s cancelled. If the order has been picked up or delivered, our standard return policies will apply.

Change of Mind Returns: We understand that at times, ordered items may not suit your needs. In case of a change of mind, you can either opt for a store credit (valid for 180 days) or exchange the products to the original order value, or return the items. However, a 20% restocking fee will be applied to the total of the items being returned if, you choose a refund instead of a store credit. If you have received your items and changed your mind, you may return the product(s) within 14 days of receiving the goods, provided they are in their original, unopened packaging. A 20% restocking fee will apply if you opt for a refund instead of a store credit. Return shipping for change-of-mind cases is the customer's responsibility and must be prepaid. Additionally, if delivery was arranged, the delivery fee will not be refunded, and if pickup is opted for, a pickup fee ($29.99-$49.99) will be applicable if the items had been arranged for transfer to the specific store. This does not apply to defective goods—please refer to our Warranty Policy and the Australian Consumer Law.

Non-Returnable Items: Once you have received your items, regretfully, Elegant Collections cannot accept returns of unboxed, assembled, special orders, or used goods if you have changed your mind or deemed you had no use for them. This includes instances where a third party / services was engaged to assemble or remove the packaging on your behalf. Due to hygienic reasons, opened cartons for mattresses cannot be returned/exchanged. This does not apply to defective goods—please refer to our Warranty Policy and the Australian Consumer Law.

Australian Consumer Law: If you are a consumer under the Australian Consumer Law, you have certain rights, including consumer guarantees. Nothing in this change-of-mind policy limits, excludes, or modifies any rights that cannot lawfully be limited, excluded, or modified.

If you have concerns about an item you purchased, please refer to our Warranty Policy or submit a query to our customer service team.

Link: https://www.elegantcollections.com.au/pages/claims-damges

Non-Refundable and Non-Exchangeable Items: Certain items are non-refundable and non-exchangeable under our change-of-mind policy. These include, but are not limited to, ex-display or floor stock items. Please carefully review product details before purchasing to ensure suitability. Certain products may be exempt from being returned including:

Gift cards
Ex-display products or items marked with faults or imperfections

Refund Process: Due to legal record keeping requirements set by Consumer Affairs Victoria, any warranty or refund claims raised by a purchaser will be handled via email through our head office team and not at store level. We reserve the right to initially inspect a product in assessing a warranty / refund claim. To initiate a return or refund process, please email accounts@elegantcollections.com.au with your order details, reason for the refund, and bank details if applicable. Once your request is received, we will notify you of the next steps, including the approval or rejection of the refund.

After receiving and inspecting your return, we will notify you via email regarding the approval or rejection of your refund request. If the refund or return is approved due to a change of mind, the above change-of-mind policy will be applicable.
If approved, the refund will be processed and credited back to your original payment method within a set timeframe.

Late or Missing Refunds: If you have not received your refund:

Check your bank account.
Contact your card issuer, as processing times vary.
Contact your bank if needed.
If you still haven’t received the refund, email us at accounts@elegantcollections.com.au

Exchanges & Defective Items: Defective or damaged items must be submitted within the specified time frame. Failure to do so may result in the request being denied.

Gifts

If an item was marked as a gift when purchased and shipped directly to you, a gift credit will be issued once the return is processed.
If the item was not marked as a gift at the time of purchase or was initially shipped to the purchaser, the refund will be issued to the original payment method.

Delivery Returns (In-store Purchases):

Damaged Items: Upon receiving your order, please inspect the packaging immediately. If you notice any damage, note it when signing for delivery and contact us at accounts@elegantcollections.com.au within 7 business days of receiving the item. Include photos of the damage and packaging, describe the issue and mention your order number. Please note that claims for missing items will not be accepted after signing the delivery off. If any issues are identified, notify the driver and make a note next to your signature on the delivery.

Depending on the circumstances, a refund, repair, or replacement will be arranged accordingly.
Keep the original packaging to ensure the item is securely transported.

Change of Mind: Refer to the in-store change of mind policy regarding restocking fees / store credit. The delivery fee will not be refunded for change of mind instances. If you're unable to arrange the return of the items, Elegant Collections may collect the goods at your cost. If you choose to arrange the return of the items yourself, please ensure the items are carefully transported to prevent damage. If items are damaged during transit arranged by you, returns or exchanges will not be accepted.

For further inquiries, contact accounts@elegantcollections.com.au

Revised: 15/2/2025