At Elorey, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully to understand your rights and our procedures.
Business Information
Business Name: Elorey
Email: support@elorey.store
Phone: +61 413 649 702
Business Address: Palmers Island, Palmers Island, NSW 2463, Australia
Business Hours: Monday – Friday: 9:00 AM – 6:00 PM (MST)
Return Eligibility
You may request a return within 30 days of receiving your order.
To be eligible for a return, your item must:
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Be unused, unworn, and in its original condition.
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Include all original tags, labels, and packaging.
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Be free from stains, odors, damage, or signs of use.
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Be accompanied by proof of purchase or your order confirmation.
Items that do not meet these conditions may not qualify for a refund or exchange.
Non-Returnable Items
For hygiene, safety, and other reasons, the following items cannot be returned unless they are defective or damaged upon arrival:
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Gift cards
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Final sale or clearance items
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Personalized or custom-made products
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Items marked as non-returnable
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Products that have been worn, washed, altered, or damaged by the customer
How to Start a Return
To request a return:
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Email us at support@elorey.store within 30 days of delivery.
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Include your:
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Order number
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Full name
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Reason for the return
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Photos of the item (if damaged, defective, or incorrect)
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Wait for return instructions from our customer support team before sending the item.
Returns sent without prior authorization may not be accepted.
Return Shipping
Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages and are not responsible for items lost during return transit.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.
Please provide:
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Your order number
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A description of the issue
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Clear photos of the product and packaging
After reviewing your claim, we may offer a replacement, exchange, or full refund, depending on the situation.
Refund Process
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If approved:
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Your refund will be issued to your original payment method.
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Refunds are generally processed within 5–10 business days after approval.
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The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your credit card company, as processing times may vary.
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Contact your bank, as refunds can take additional time to post.
If you have completed these steps and still have not received your refund, please contact us at support@elorey.store.
Exchanges
We only replace items if they are:
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Defective
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Damaged
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Incorrectly shipped
If you require an exchange, please contact our customer support team before returning the item.
Order Cancellations
Orders may be canceled before they have been processed or shipped.
If your order has already been shipped, it cannot be canceled. You may request a return after receiving your order in accordance with this policy.
Refused Deliveries
If a package is refused or returned because of:
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An incorrect shipping address
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Failure to pay customs duties or import taxes
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Failure to collect the package
Any original shipping charges, return shipping costs, customs fees, or carrier charges may be deducted from your refund where permitted by law.
Contact Us
If you have any questions regarding returns or refunds, please contact us.
Business Name: Elorey
Email: support@elorey.store
Phone: +61 413 649 702
Business Address: Palmers Island, Palmers Island, NSW 2463, Australia
Business Hours: Monday – Friday: 9:00 AM – 6:00 PM (MST)
We appreciate your trust in Elorey and are committed to resolving any concerns quickly, fairly, and professionally.