• If you are not satisfied with your purchase, you can return it within 14 days of delivery for a refund or exchange.
• The item must be unused, in its original condition and packaging, with all tags and labels attached.
• Customers are responsible for return shipping costs.

How to Initiate a Return for Change of Mind

1. Email us at support@elanandearth.com.au with:

• Your order number
• The reason for your return
• Photos of the rug (to confirm it’s in its original condition)

1. We will provide return instructions, including the return address.
2. Once we receive and inspect the item, we will process your refund or exchange within 7 business days.

Please Note:

• Refunds will be processed to your original payment method.
• Return shipping fees are non-refundable.

• If your rug is faulty, damaged, or significantly different from its description, you are entitled to a repair, replacement, or refund under the Australian Consumer Law (ACL).
• If the fault is minor, we will offer a repair or replacement. If the fault is major, you can choose between a replacement or full refund.

How to Make a Claim for a Faulty or Damaged Item

1. Email us at support@elanandearth.com.au within 48 hours of receiving your order, including:

• Your order number
• A description of the issue
• Clear photos of the damage or defect

1. Our team will review your claim and respond within 3 business days.
2. If approved, we will arrange a repair, replacement, or refund at no cost to you.

Important Notes:

• If the issue is due to incorrect care, accidental damage, or general wear and tear, it will not be covered under this policy.
• If required, we may request that the item be returned for further inspection.

• Refunds are processed within 7 business days after we receive and inspect the returned item.
• Exchanges are shipped within 2 business days after return approval.
• Please note that banks and payment providers may take additional time to process the refund.

• All Elan & Earth rugs come with a 12-month manufacturer’s warranty against defects in materials and workmanship.
• This warranty does not cover:
• General wear and tear
• Accidental damage or misuse
• Damage caused by incorrect cleaning methods

If you believe your rug has a manufacturing defect, please contact us at support@elanandearth.com.au with details and photos of the issue.

This policy complies with the Australian Consumer Law (ACL), ensuring that your consumer rights are protected.

For further assistance, contact our team at support@elanandearth.com.au.