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Refund policy

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our warranties are additional to your rights under the Australian Consumer Law. Consumer guarantees are not limited to the stated warranty period. The change of mind conditions and restocking fee do not apply to remedies you are entitled to for faulty, damaged or incorrectly described products under the Australian Consumer Law.

Warranty Period

Our warranties cover manufacturing faults:

  • Most products: 12 months, including retractable blade ceiling fans and compact fans from 47 to 63 cm.
  • Traditional ceiling fans with fixed blades: 2 years.
  • Avis motion sensors and Vent sensor lights: 5 years.

Warranty Claims

  • Contact hello@eliandcolighting.com.au with your order details and a description of the issue. We will assess the claim and arrange the applicable repair, replacement or refund. Please contact us before returning a faulty or damaged product so we can confirm the appropriate return arrangements.

Change of Mind Returns

Request your return within 30 days of delivery. Items must be unopened, unused, undamaged and in their original packaging.

Excluded Items

  • Change of mind returns are not accepted for:
    • Floor stock.
    • Items sold “As Is” with notified defects or variations.

Refund Processing

We inspect returned items within 2 business days of receipt. Approved refunds are issued within 3 to 5 business days after approval. Your bank or payment provider may take additional time to show the refund in your account.

For change of mind returns, a 20% restocking fee is deducted from the returned product price, and any delivery fees you paid are not refunded. You are responsible for return delivery costs.

Returns Process

  1. Initiate a Return:
    • Contact our customer service team with your order details.
    • Once your return is approved, we will confirm the return address. You can send the product by post or courier, or return it to our Belmore showroom at an arranged appointment. Please contact us before posting your return or visiting the showroom.
  2. Return Arrangements:
    • For change of mind returns, you are responsible for arranging and paying return delivery costs. Return arrangements for faulty or incorrectly described products will be assessed under the Australian Consumer Law.
    • If we arrange the return, follow the courier’s instructions carefully to avoid failed pickups.
  3. Packaging Requirements:
    • Remove or mark off any previous consignment labels to avoid delivery confusion.
    • Ensure the return label is clearly attached to the package.

Warranty Provider and Contact Details

Eli & Co. Lighting Pty Ltd
803 Canterbury Road, Belmore NSW 2192
Email: hello@eliandcolighting.com.au
Phone: 0405 10 10 10

Showroom visits and returns are by appointment. Contact us with your order details before arranging a warranty return. Where you are entitled to a remedy under the Australian Consumer Law, we will cover reasonable return costs as required by law. If you have paid those costs, send us your receipt so we can assess and arrange reimbursement.