Return and Refund Policy

1. Change of Mind

We do not offer refunds or returns for change of mind purchases unless otherwise agreed in writing.

Please choose carefully before purchasing.

If a change of mind return is approved at our discretion:

• The product must be unused and in original packaging 
• Return delivery costs are the responsibility of the customer 
• A restocking fee may apply 
• Any original delivery fees are non-refundable 

Approved change of mind returns must be arranged within 7 days of delivery.

2. Faulty or Damaged Products

If your product arrives damaged, faulty, or not as described, please contact us as soon as possible with:

• Proof of purchase 
• Photos or videos of the issue 
• A description of the fault or damage 

Depending on the situation, we may offer:

• Repair 
• Replacement 
• Refund 
• Store credit 

Assessment may be required before a refund or replacement is approved.

3. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

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 the goods fail to be of acceptable quality and the failure does not amount to a major failure 

Nothing in this policy excludes your rights under Australian Consumer Law.

4. Warranty Claims

Some issues may fall under manufacturer warranty rather than immediate refund eligibility.

Warranty claims may require:

• Inspection 
• Troubleshooting 
• Repair attempts 
• Replacement parts 

Warranty coverage does not apply to:

• Misuse or neglect 
• Accidental damage 
• Improper installation 
• Commercial misuse unless specified 
• Normal wear and tear 
• Unauthorised repairs or modifications 

5. Delivery Damage

Customers should inspect products upon delivery where possible.

If visible freight damage is identified:

• Notify the delivery driver immediately if possible 
• Contact us within 48 hours of delivery 
• Provide supporting photos 

Failure to report freight damage promptly may affect claim outcomes.

6. Refund Processing

Approved refunds will be processed using the original payment method where possible.

Refund processing times may vary depending on:

• Payment provider 
• Financial institution 
• Inspection or claim assessment timeframes 

7. Non-Refundable Items

We may not offer refunds for:

• Clearance or sale items unless faulty 
• Custom orders or special-order products 
• Products damaged after delivery 
• Improper use or maintenance 
• Minor cosmetic variations that do not affect functionality 

8. Return Shipping

Unless required under Australian Consumer Law:

• Customers are responsible for return shipping costs 
• Returned products remain the customer’s responsibility until received by us 

We recommend using tracked and insured freight services for returns.

9. Contact Us

For warranty support or enquiries, please contact:

Elite Massage Chairs

Email: info@elitechairs.com.au

Phone: 0407 526 621

Website: elitechairs.com.au