Refund policy
Last updated: 20 October 2026
We want you and your pet to love your order. This policy explains how returns, exchanges and refunds work. It does not limit any rights you have under the consumer laws of your country (including the Australian Consumer Law), which always apply.
1. Change of mind: 30 days
You can return an item within 30 days of delivery if you change your mind. To be eligible, the item must be unused, free of pet hair and odours, and in its original packaging with all parts and labels.
- Return shipping for change-of-mind returns is paid by the customer.
- A 15% restocking fee is deducted from change-of-mind refunds to cover transaction and handling costs.
- For hygiene reasons, we cannot accept change-of-mind returns of items that have been used by a pet, gift cards, or items marked as final sale.
2. Faulty, damaged or incorrect items
If your item arrives damaged, is faulty, or is not what you ordered, we will repair, replace or refund it free of charge, including any return shipping. No restocking fee applies. Email us with your order number and photos as soon as you notice the problem so we can resolve it quickly. Your statutory rights for faulty goods apply for the full period set by your local law.
3. How to start a return
- Email support@eloria.pet with your order number, the item(s), the reason, and photos of the item and packaging.
- We will reply within 1 business day with the return address and instructions.
- Please do not send items back without approval, as unapproved parcels may not be traceable to your order.
4. Exchanges
Need a different size or colour? Email us. The quickest way is to return the original item and place a new order for the one you want.
5. Refunds
Once we receive and inspect your return, we will email you. Approved refunds are issued to your original payment method within 10 business days. Your bank may take a few extra days to show the credit.
6. Cancellations
You can cancel an order free of charge before it ships. Email us as soon as possible; once an order has been dispatched, the return process above applies.
7. Contact
Email support@eloria.pet. We reply within 1 business day (Monday to Friday).