ELSPA does our best to make sure that our customers have an enjoyable, productive and safe shopping experience on our website.

The following is our policy in the event that a refund is requested. All refund claims must be made within 5 business days after receiving the order day. Claims made after the ten day period will not be accepted. Please check your orders carefully upon receipt.

Topics on this page:

  1. Claim on a product’s warranty/Guarantee
  2. Wrong stock ordered
  3. Returned product in original undamaged condition
  4. Wrong stock supplied
  5. Stock damaged in transit
  6. Order not complete (Missing items)
  7. Orders not complete (Items not in stock yet)
  8. Price change
  9. Australian dollars
  10. Stock levels

 

1. Claim on a product’s warranty/Guarantee
We are happy to assist you with making a claim on a product’s warranty/Guarantee should the need arise.

2. Wrong stock ordered
If you accidentally order the wrong product, please contact us as soon as possible on (07) 3367 3322 during office hours. It is always best to call our phone number in this case as immediate action will be required to stop the order from being processed. If the order has already been dispatched, we are unable to recall it. You will need to receive the delivery then post it back (at the customer’s expense) to our address (110 Windsor Rd, Red Hill QLD 4059). We are happy to issue a full refund.

3. Returned product in original undamaged condition
Only if the product is received by ELSPA in its original undamaged condition. ELSPA will not refund any postage costs in this instance. ELSPA reserves the right to refuse returns of products that are not sealed by the manufacturer and hence we are unable to guarantee that they have not been opened.

4. Wrong stock supplied
In the rare event that we supply you with the wrong product, please call us on (07) 3367 3322 during office hours or email us on info@elspa.com.au and we will ask you to return the parcel to our postal address and the correct product will be posted out at no extra postage charge.

5. Stock damaged in transit
If you receive a parcel that is obviously damaged, Do not sign for it and request that Australia post send it back to ELSPA as damaged in transit. Then please contact us via phone or email informing us of the situation. ELSPA will follow that up with Australia post and re-send your order. In the event that you only discover the damage after opening the parcel, contact us immediately and we will ask you to post the parcel back. ELSPA will resend the order and refund you the postage cost of returning the damaged parcel.

6. Order not complete (Missing Items)
Missing items from orders are extremely rare, and any claim for incomplete orders will be thoroughly checked prior to issuing a refund or replacement.

7. Orders not complete (Items not is stock yet)
A note will be placed in with other items notifying you of the delay of the purchased product or you will be contacted if no items are in stock.

8. Price change
ELSPA has the right to change the prices of products without notice.

9. Australian dollars
Prices are in Australian dollars and include GST.

10. Stock levels
If stock is not available, we will contact you as soon as possible.

Sign up for our Newsletter

When you sign up to the ELSPA newsletter, you are signing up to receive awesome deals!
Our beautiful newsletters contain discounts to the ELSPA shop and spa, fantastic make-up and skin care advice and much more. You don’t want to miss out. Subscribe today!