Returns and refunds

Contact us as soon as practical with your order number and a description or photographs of the problem. Depending on the issue and your rights, the appropriate remedy may be a repair, replacement, refund, or another agreed solution.

A major problem may entitle you to choose a refund or replacement. For a minor problem, we may first provide a repair within a reasonable time. Nothing in this policy limits your rights under the Australian Consumer Law.

Email admin@el12.com.au with your order number before sending or dropping off an item. We will confirm the return method and, where applicable, reasonable return costs.

Please provide proof of purchase. Items do not need to be in original packaging when you are exercising a consumer guarantee, although safe packaging helps prevent further damage in transit.

Change-of-mind requests are assessed case by case because printed materials, configured storage, and assembled electronics may be prepared specifically for an order. Please contact us before returning anything. This does not affect remedies for faulty, unsafe, misdescribed, or otherwise non-compliant goods.

Approved refunds are made to the original payment method where practical. Bank-transfer refunds require verified account details. Financial institutions may take additional time to display a completed refund.