Return & Refund Policy – Ella & Rose Melbourne

At Ella & Rose Melbourne, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions outlined below.

This policy applies to change-of-mind returns and does not limit your rights under the Australian Consumer Law (ACL).

Return Eligibility

To be eligible for a change-of-mind return, items must:

• Be unworn and unused

• Be in their original condition

• Have all original tags attached

• Be returned in their original packaging where possible

Items that do not meet these requirements may not qualify for a change-of-mind refund.

These conditions do not restrict your statutory rights if a product is faulty, damaged, incorrectly supplied, or otherwise fails to meet a consumer guarantee under Australian law.

How to Request a Return

To start a return, please contact our customer support team at

info@ellarosemelbourne.com

Please include:

• Your order number

• The item or items you wish to return

• The reason for the return

Once your request has been reviewed, we will provide instructions on how to proceed with your return.

Please contact us before sending any items back to ensure your return can be processed correctly.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved change-of-mind refunds will generally be issued to the original payment method used for the purchase.

Please allow up to 10 business days after approval for the refund to be processed by us. The time it takes for the funds to appear in your account may depend on your payment provider or financial institution.

Original shipping charges are generally non-refundable for change-of-mind returns, unless otherwise stated in our policy or required by law.

For products that qualify for a remedy under the Australian Consumer Law, refunds and other remedies will be handled in accordance with the applicable legal requirements.

Nothing in this policy limits any refund entitlement or other remedy available under Australian law.

Return Shipping Costs

For change-of-mind returns, customers are responsible for return shipping costs.

If an item is faulty, damaged, incorrectly supplied, or otherwise fails to meet an applicable consumer guarantee, Ella & Rose Melbourne will handle return shipping costs in accordance with the Australian Consumer Law.

We recommend using a tracked shipping service when returning items and keeping your proof of postage until the return has been resolved.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us as soon as reasonably practicable.

To help us assess the issue, please provide:

• Your order number

• A description of the issue

• Clear photographs showing the problem, where applicable

We may request additional information where reasonably necessary to assess your claim.

Depending on the circumstances and your rights under the Australian Consumer Law, you may be entitled to a repair, replacement, refund, or another appropriate remedy.

Any voluntary reporting period does not remove or restrict your statutory rights. You may still be entitled to a remedy even if you contact us more than seven days after delivery.

Non-Returnable Items

The following items may be excluded from our voluntary change-of-mind return policy:

• Gift cards, where permitted by law

• Final sale items clearly identified as non-returnable, where permitted by law

• Personalised or custom-made products, where permitted by law

• Items that have been worn, washed, altered, or damaged after delivery by the customer

These exclusions do not apply where they would unlawfully restrict a customer's rights under the Australian Consumer Law. For example, an item being marked as final sale does not remove applicable statutory rights for faulty or misdescribed products.

Exchanges

We currently do not offer direct exchanges.

If you would like a different size, colour, or style, you may request a return for an eligible change-of-mind item and place a new order separately.

This does not affect your rights to a replacement or another remedy where one is available under the Australian Consumer Law.