Refund policy

Return and Refund Policy

You have 30 calendar days from the date of delivery to request a return. Items must be unused, in their intact original packaging, and include all original tags. Proof of purchase is required.

Please contact contact@elsie-melbourne.com before returning any item. We will confirm your eligibility for a return and provide the necessary instructions. Returns sent without prior authorisation will not be accepted.

All approved returns must be sent to our Australian warehouse at the following address:
89 Hillview Road
North Kellyville NSW 2155
Australia

Return shipping costs are the responsibility of the customer. If the item is faulty, damaged, or incorrect, we will cover the return shipping costs where required by applicable law.

Non-returnable items: items that have been opened or are missing their original packaging, items showing signs of use, unsealed hygiene and personal care products, underwear and swimwear, opened headphones or earphones, food and supplements, personalised items, and gift cards.

We do not offer exchanges. Please return the item and place a new order.

Refunds are issued within 10 business days after your return has been received and approved, using your original payment method.

Australian Consumer Law
Our products come with guarantees provided under the Australian Consumer Law. In the event of a fault, we may request evidence and inspect the product before providing a remedy. Applicable remedies, including repair, replacement, or refund, will be provided in accordance with the law. This policy does not limit your statutory rights.

VH Group Sàrl · Rue de Bourg 27, 1003 Lausanne, Switzerland · CHE-169.557.307 · +61 468 147 458 · contact@elsie-melbourne.com