Refund policy
Return window
We have a 14-day return policy. You have 14 days from the date you receive your item to request a return.
Eligibility
To be eligible, items must be:
- In the same condition you received them
- Unopened, undamaged, and in the original packaging
- Accompanied by a receipt or proof of purchase
How to start a return
Email ziad@elitedesignstudio.au with your order number, item(s), and reason for return.
Returns must be sent to the original warehouse/supplier dispatch location. Return freight is at your cost and will be quoted based on the product’s original dispatch location.
Once your return is accepted and return shipping is paid in full, we’ll send:
- A return shipping label, and
- Instructions on how and when your return order will be collected from your nominated address.
Items sent back without first requesting and completing the return process won’t be accepted.
Restocking fee
All approved returns are subject to a 20% restocking fee, which will be deducted from your refund amount.
Questions
You can contact us anytime at ziad@elitedesignstudio.au.
Damages & issues
Please inspect your order on delivery and before installation. If your item is defective, damaged, or incorrect, contact us immediately so we can assess the issue and make it right.
Exceptions / non-returnable items
Some items cannot be returned, including:
- Any natural stone products (tiles, mosaics, slabs, basins, bathtubs)
- Custom / special / indent orders or personalised items
- Gift cards
- Promotional/clearance items
If you’re unsure about your item’s eligibility, please get in touch before purchasing.
Exchanges
We don’t accept exchanges. The fastest way to get what you want is to return the item (if eligible). Once the return is accepted, processed, and completed, you can place a new order for the desired item.
Refunds
We’ll notify you once we’ve received and inspected your return and confirm whether the refund is approved.
If approved:
- A 20% restocking fee will be deducted from your total refund.
- Refunds will be issued to your original payment method within 5 business days after processing.
Please note your bank or card issuer may take additional time to post the refund. If more than 10 business days have passed since our approval and you haven’t received your funds, please contact us at ziad@elitedesignstudio.au.