Refund policy

Returns & Refunds

We offer a 30-day return policy. You have 30 days from the day your order
arrives to request a return.

HOW TO START A RETURN
Email eltsydney.com@gmail.com with your order number and the reason for the
return. We will reply with the return address and full instructions within one
business day.

Please do not post an item back before contacting us. Returns sent without an
approved return request cannot be processed, because we will have no way to
match the parcel to your order.

CONDITION OF RETURNED ITEMS
Items must be in the condition you received them, with original packaging. For
hygiene reasons, sleep masks must be unused and unopened to be eligible for
return.

The pillow may be returned even if used, provided it is clean and undamaged. We
would rather take a used pillow back than have you sleep badly on something that
is not right for you.

A NOTE ON THE PILLOW
A contoured pillow takes most people 3-7 nights to adjust to. We recommend
giving it a full week before deciding. Your 30 days is more than enough time to
do this properly.

FAULTY OR DAMAGED ITEMS
Please inspect your order on arrival. If anything is damaged, defective, or
incorrect, email us immediately with a photo and we will replace it or refund
you in full. You will not be asked to pay return postage on a faulty item.

REFUNDS
Once we receive and inspect your return we will email you to confirm the
outcome. Approved refunds go back to your original payment method within 10
business days. Your bank may take a few additional days to post it.

If more than 15 business days have passed since we approved your refund and you
have not received it, email eltsydney.com@gmail.com.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Nothing in this policy limits your rights under Australian Consumer Law. Our
goods come with guarantees that cannot be excluded. You are entitled to a
replacement or refund for a major failure, and to compensation for any other
reasonably foreseeable loss or damage. You are also entitled to have goods
repaired or replaced if they are not of acceptable quality and the failure does
not amount to a major failure.