Return Policy

Return & Refund Policy

Last updated: May 2026

At ELT Sydney, we stand behind every product we sell. If you are not completely satisfied, we will work with you to make it right.

1. 30-Day Return Window

You have 30 days from the date of delivery to request a return for a refund or replacement.

To be eligible:

  • The item must be unused and in its original condition
  • The item should be in its original packaging where possible
  • You must provide proof of purchase (your order number or confirmation email)

2. How to Start a Return

Email us at support@eltsydney.com.au with:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

We will respond within 24 hours with return instructions. Please do not send items back without contacting us first, as return addresses vary by product and fulfilment location.

3. Return Shipping Costs

  • Defective, damaged, or incorrect items: We cover all return shipping costs. We will provide a prepaid return label or reimburse reasonable return postage.
  • Change of mind returns: The customer is responsible for return shipping costs. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

4. Refunds

Once we confirm your return is approved, your refund will be processed within 3–5 business days to your original payment method. Depending on your bank or payment provider, it may take an additional 3–5 business days to appear in your account.

We will notify you by email when your refund has been issued.

5. Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us at support@eltsydney.com.au. Exchanges are subject to stock availability.

6. 24-Month Performance Guarantee

Every ELT Sydney product comes with a 24-month performance guarantee. If your product develops a manufacturing defect or fails to perform as described within 24 months of your purchase date, we will replace it at no cost to you.

To make a guarantee claim, email us at support@eltsydney.com.au with your order number and details of the issue.

7. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage
  • Repair or replacement if goods fail to be of acceptable quality and the failure is not a major failure

Nothing in this policy limits or excludes your rights under the ACL.

8. Non-Returnable Items

For hygiene reasons, the following items cannot be returned unless they are defective or not as described:

  • Sleep masks and eye masks that have been opened and used
  • Compression socks and wearable items that have been worn or washed

9. International Returns

International customers are responsible for return shipping costs for change-of-mind returns. We recommend using a tracked shipping service. ELT Sydney is not responsible for items lost or damaged in return transit.

If your item was defective or incorrect, we will cover the cost of return shipping or offer an alternative resolution.

10. Contact

Email: support@eltsydney.com.au
Response time: Within 24 hours, every day including weekends.