RETURNs, EXCHANGES and shipping

If you need to exchange an item, please contact our customer service team to initiate the exchange process. We will provide you with instructions on how to return the item and we will send you the replacement item once we receive the original item. Please note that the item must be unused and in its original packaging.

​

Should you change your mind or the item you have ordered is not suitable. Please notify us within 30 days of receiving your order.

 

All return and or exchange requests must be made by emailing us at sales@elitecases.au and using “Return Request” within the subject field.

• Elite Cases will only exchange of merchandise with the original receipt of purchase,

• Merchandise will only be refunded and or exchanged only if original tags are attached with original packaging and the product has not been used,

• Merchandise must be returned to Elite Cases within 30 days upon the date of receipt of your purchased product,

• Refunds will be be processed using the same payment method used at the time of purchase,

• Shipping costs will only be refunded on returns due to defective merchandise or an error in shipping,

• Shipping costs will not be refunded on returns due to personal dislikes or sizing problems, or change of mind,

• A restocking fee of 15% will be applied for all free shipping items

• In the event that the style or model being returned is no longer available for exchange, a product of equal value may be substituted instead,

• Washing, care and handling instructions must followed as Elite Cases does not give returns or exchanges for not following the washing, care and handling instructions of products

​

NOTE: Custom foam designs cannot be exchanged or returned

​

POSTAGE & DISPATCH

​

Your purchased item will be dispatched the same day your payment has cleared when ordered before 2pm (GMT+10). Please allow 2 to 4 business days for your order to arrive subject to your location. 

​

Buyers have the full responsibility to provide us with the correct delivery address and mobile phone number on the checkout page before payment, so please ensure your address details and contact details are up to date.

Once your order is dispatched we will email you with a tracking number and link to allow you to monitor the status of the delivery. Please allow some time for the tracking status to update.

​

There are no deliveries on a public holiday or weekends. However, your parcel will be delivered the next nearest business day. The delivery times quoted are for Australian capital, metropolitan & major regional areas. Please allow more time for remote & rural districts. At peak times there may be delivery delays and you will be kept up to date by our Customer Care Team.

​

Please note that PO Boxes cannot receive items above 25kg or longer than one metre. In such cases it is recommended that you nominate your workplace or any other physical address, by updating your delivery address at checkout.

​

 

Items sent through Australia Post require a signature on delivery. If the driver is unable to obtain a signature during an attempted delivery, the driver will leave a calling card in your letter box, which can then be used to collect your item at your nearest Australia Post outlet. A re-delivery fee will be charged to buyers for items that are undeliverable and/or returned due to incorrect delivery address or unsuccessful delivery. Items will only be delivered during normal business hours (9am-5pm) on weekdays

 

PICKUP OPTION

All our items are available for pickup from our warehouse.

​

Pick up hours are Monday to Friday 9:00am to 5:00pm, we also offer an after hours pick up service by appointment only. Please contact us should you wish to book and after hours pick up.

​

If you would like to purchase from our warehouse, there is no requirement to pre-purchase online in advance. The entire transaction can be processed through our warehouse. All items marked as in stock are also available to purchase through our warehouse.   

 

INTERNATIONAL POSTAGE

​

We offer international shipping and postage. Due to the size and weight characteristics of some of our merchandise, please contact us to further information and pricing.