Returns & refunds

Consumer guarantees

If goods have a major failure, you can choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss. For other failures, we will provide the remedy required by law within a reasonable time. We do not require you to contact the manufacturer first.

There is no fixed store deadline that overrides a consumer-guarantee claim. Opening a product, not retaining its original packaging or a manufacturer warranty ending does not by itself remove your legal rights.

Cancelling before dispatch

Contact chiew@elaroo.shop or +61 488 801 064 immediately with your order reference and a clear request to cancel. We dispatch within 1 calendar day of payment, so please contact us as soon as possible.

An unpaid order can be withdrawn without a cancellation fee. If we receive and can action your cancellation before dispatch, we will confirm cancellation and refund any amount paid for the cancelled goods. A request is not confirmed until we reply; we will tell you promptly if the goods have already been dispatched.

After dispatch, our food-product change-of-mind policy applies. This does not affect any statutory cancellation right, a remedy for goods that fail a consumer guarantee, or our responsibility where we cannot fulfil an accepted order.

Change of mind after dispatch

We do not accept change-of-mind returns or exchanges of dispatched infant formula or other food products, whether opened or sealed. This does not affect remedies for unsafe, faulty, damaged, misdescribed or incorrectly supplied goods.

How to request a return or other remedy

Email chiew@elaroo.shop or call +61 488 801 064 with your order reference or other proof of purchase and a description of the problem. Photos, the batch number and the date mark are helpful if available. Stop using formula you believe may be unsafe.

We will explain the assessment and any return arrangements. Contact us for return instructions and the appropriate return address; do not post goods to the registered office without instructions. Where return is required for a confirmed consumer-guarantee failure, we arrange or reimburse reasonable return costs. Keep your postage receipt.

We do not charge a restocking fee for a legal remedy. If assessment costs could apply where a product is found not to have a fault, we will explain and agree any proposed costs with you beforehand.

How and when refunds are processed

Once we confirm your refund entitlement and the amount, we submit the refund within 5 business days, or sooner where the law requires. We will confirm the amount and submission details. Business days are Monday to Friday, excluding public holidays in Queensland.

Refunds are returned through the original payment method to the original card, wallet or account, in the original transaction currency. We do not replace a refund with cash, store credit or a transfer to another person. Any exception must be required by law or specifically permitted by the payment provider and applicable payment rules; your agreement alone does not change those rules.

Your bank or payment provider may take additional time to credit your account after submission. We cannot guarantee its processing time. If a card has expired or been replaced, contact us so we can follow the payment provider’s instructions rather than changing the refund destination ourselves.

Refund status and the original payment record are available with your order when reported by the payment provider. Contact us if you need a refund reference or cannot see a credit. Exchange rates and fees applied by your bank can affect the value shown in a non-AUD account; this does not reduce any remedy we must provide by law.

Complaints and unresolved requests

We acknowledge complaints within 2 business days and aim to resolve them within 10 business days. If we need more time, we will explain the reason and provide an update and expected response date.

Our complaint process does not restrict your legal rights or prevent you from contacting your payment provider, a consumer protection authority or an applicable dispute-resolution body.