Refund policy
30-day easy returns
At elanom.com your satisfaction is important to us. If you are not completely happy with your purchase, we offer a straightforward and transparent return process.
Return policy overview
Return period
You may request a return within 30 days from the date you received your order.
Condition of items
Returned products must be unused, in their original condition, and sent back with the original packaging and all included components.
Return authorisation
All returns must be requested in advance via email and require confirmation from our support team. Returns sent without prior approval and return instructions cannot be processed.
Easy return process
Our customer support team will guide you through the return process and assist you at every step.
Territorial scope
This return and refund policy applies to orders delivered within New Zealand and Australia.
Return shipping costs
Defective or incorrect items
There is no cost to you if the item is faulty, damaged during transport, or incorrect. In such cases, we will cover the return shipping costs.
Change of mind or customer preference
If you return an item because it does not fit, was ordered by mistake, or is no longer wanted, the return shipping costs will be your responsibility. Shipping fees are non-refundable.
Restocking fees
We do not charge any restocking or handling fees.
How to return an item
Contact us
Please email our support team at info@elanom.com and include your order number along with the reason for the return. Please wait for confirmation before sending any items back.
Prepare the package
Carefully repack the product in its original packaging, including all accessories, tags, and documentation.
Send the return
Ship the parcel only after receiving your return authorisation email and follow the instructions provided, including the confirmed return address:
Elanom
38 George St
Fitzroy VIC 3065
Australia
Refund process
Inspection
Once your return arrives at our warehouse in Fitzroy, Victoria, Australia, it will be checked to ensure it complies with our return conditions.
Refund timeline
After approval, your refund will be processed within 7 business days. Depending on your payment provider, it may take an additional 7 business days for the refund to appear on your original payment method.
Exchanges
If you would like to exchange an item for a different size, colour, or product, simply contact us. Our team will assist you in arranging a quick and smooth exchange.
Non-returnable items
For hygiene and safety reasons, certain products cannot be returned. These items are clearly identified as non-returnable on the respective product pages.
Further information
If you have any questions, please visit our frequently asked questions section or contact our customer service team.
Customer Support
Store Name: Elanom
Business Address: Im Untertal 4, 79215 Elzach, Germany
Warehouse Address: 38 George St, Fitzroy, VIC 3065, Australia
Email: info@elanom.com
Tel.: +61 480 810 587
Contact Form: Here
Customer service hours: Monday to Friday: 8:00 a.m. to 6:00 p.m. (GMT+12:00)
We respond to your emails within 24 hours (Mon–Fri). Messages received over the weekend will be answered on Monday.