Credit and Return Policy

Last updated: 02/05/2024

Change of mind

Elliott Australia (We, Our, Us) does not accept returns of products simply because you have changed your mind, nor does it give refunds for these products. Please choose your products carefully.

Statutory Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).  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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 'Acceptable quality' and 'major failure' are defined in the ACL.

For more information on your Statutory Rights, you might like to visit the Australian Consumer Law site. An information sheet is available at www.consumer.gov.au.

Elliott Australia Voluntary Product Warranty

When can a product be returned?

In addition to your Statutory Rights, you may also return a product that has been purchased from Elliott Australia if:

• we sent you the wrong the products;
• we sent you an incorrect quantity of the products (for the excess products only);
• the products we have sent to you are damaged or faulty upon receipt of delivery to you;
• there is a fault in the product which is evident within 30 days of the invoice date (other than faults due to intentional or malicious damage or clear misuse of the product); or
• the products have been ordered by you incorrectly (but only for stock products indicated by S in the Elliott Australia Price List.  Subject to the other terms of this Credit and Return Policy, all other products, including those indicated by MT, MS or SP in the Elliott Australia Price List cannot be returned).

Requests by you for a Return Material Authorisation (RMA) under this Voluntary Product Warranty for any other reasons than those listed above will not be accepted by Elliott Australia.

When can a product not be returned?

Other than in accordance with the Elliott Australia 12 Month Warranty (set out below), products cannot be returned under this Voluntary Product Warranty if:

• you have not contacted us within 30 days of the invoice date for the products;
• the products are classified anything other than an S (stock) product, such as a MT (made to order); or
• the products have been screen printed, had embroidery or been modified in any other way.

For your claim for a return under this Voluntary Product Warranty to be accepted, the product must have been damaged or faulty at the time of or within 30 days of the invoice date.

How much time do you have to contact Elliott’s about returning products?

A RMA will only be issued to you in respect of products if you contact us within 30 days of the invoice date of the products.

Can an order be cancelled?

Once your order for products is placed, we endeavour to process and ship your order as quickly as possible - therefore you may not cancel an order without charges or fees once the products have been shipped.

Is there a charge or fee if products are returned?

For an approved RMA and credit under this Voluntary Warranty a restocking fee may be charged if the products being returned have been correctly invoiced by quantity and part number/description.  The restocking fee (published in the Elliott Australia Price List and is subject to change from time to time) will be the greater of a minimum dollar amount and a fixed percentage of the invoice value (excluding GST).  The restocking fee will be deducted from any credit due to you.

What if product is returned without a RMA?

Any returns sent to Elliott Australia under this Voluntary Warranty without receiving a RMA prior to receipt will not be accepted at our warehouse from any freight company.  Any freight charges related to an unauthorised return will be the responsibility of the sender.

What if product is returned by a freight company that has not been approved by Elliott Australia?

If products are returned by a freight company that has not been approved by Elliott Australia all freight will be the responsibility of the sender.  If the freight charges are charged to Elliott Australia, those charges will be charged to the sender.  If a credit is warranted under this Voluntary Warranty Policy such credit will not be made until all freight charges have been paid.

How do you return product?

1. To make a claim under this Voluntary Product Warranty, you or the recipient must first initiate a claim by requesting a product return by fax to (07) 3265 2903 or email to accounts@elliottaustralia.com.  Please include details including your full name and contact details, invoice number, item part number, quantity and the reason for the return.  Please DO NOT send the products/package to Elliott Australia without first contacting us.  Any returns sent to Elliott Australia under the Voluntary Product Warranty without receiving a RMA prior to receipt will not be accepted by Elliott Australia at our warehouse or from any freight company.  Any freight charges related to an unauthorized return under this Voluntary Product Warranty will be the responsibility of the sender.
2. If your claim is accepted, we will let you know and you must return the product together with details of the RMA number.  The RMA number must be clearly displayed on the packaging stating “RETURN RMA# ____”.  When shipping the product you must include a copy of the invoice referencing the RMA number given.  If the package is not clearly labelled with the RMA number the goods may not be accepted by Elliott Australia, including at its warehouse.
3. Return Freight Charges will only be paid for by Elliott Australia under this Voluntary Product Warranty if the goods are returned by our nominated freight company and:
          a. We sent you the wrong products;
          b. We sent you an incorrect quantity of products; or
          c. The products we have sent you are physically defective or faulty.
4. Freight charges are the responsibility of the sender if products are being returned for any reason other than as set out in the preceding paragraph.
5. Other than for returns of goods which were damaged or faulty upon receipt by you or faulty within 30 days of the invoice date, to qualify for a credit, the products must be sent back in their original saleable condition.  We will not accept returns where such products are in a condition that cannot be resold.  If the products returned are not in a saleable condition they will not be credited and will be returned to the sender, all freight charges will be the responsibility of the sender.

Where do you send returns?

The return address will depend on where you are and will be included on the RMA Return Instruction that will be faxed or emailed to you.

Returned products

Upon return of the product, we may refund the original product price.  Where the product is damaged or faulty upon receipt by you or faulty within 30 days of the invoice date, we may agree to reimburse you for all or part of the delivery fees paid by you at the time of purchase of the relevant products.  Alternatively, if you request a replacement of the product, we may despatch your replacement item (subject to availability) at our cost.  However, if there is no available replacement product at the time that we receive your returned product, we may only be able to refund the the original product price.