PLEASE NOTE - OUR RETURNS POLICY DIFFERS FROM THE ELIYA THE LABEL RETURNS POLICY. PLEASE READ BELOW FOR FULL DETAILS
We're pretty confident you're going to love your new ETL ACTIVE items, however if you are not 100% happy with your purchase and wish to return it, we have a flexible return policy in place for your peace of mind and convenience.
Items can be returned for a refund, exchange or store credit within 14 days of your purchase date.
To be eligible for a return:
- Item(s) must be unworn, unaltered, unwashed and unused with the original tags still attached.
- Item(s) must be in the original packaging and returned in the ETL ACTIVE branded frost bags.
- Item(s) must be returned to the ETL ACTIVE Warehouse within 14 days of the purchase date.
- Item(s) were full-priced and not marked “Final Sale” or “Clearance” at the time of purchase, unless faulty.
*BLACK FRIDAY SALE: Item's purchased during our Black Friday Sale are marked down to 50% off or more and are therefore considered clearance/final sale. Please review our size guide here to help with choosing your correct size, as final sale items strictly cannot be returned for a store credit or refund, unless the item is faulty whereby we will provide you with a replacement product free from defect. We will be happy to exchange the size of your item if we are notified within 48 hours of your delivery and if the identical item is in stock in your desired size. The customer must covers return shipping (both ways) for this size exchange to occur. We are strictly unable to exchange your purchase for another item due to change of mind/insufficient stock for exchange.
All return shipping costs are at the expense of the customer and are non-refundable. If you are based in Australia, we will provide you with the option to purchase a flat-rate pre-paid returns label in our Online Returns Portal for your convenience. Alternatively you can return your item in store at any Aus Post outlet. Unfortunately we are unable to supply returns labels for international customers, so please ensure you are happy to wear any return shipping costs as you will not be reimbursed.
Any items returned outside the 14 day return period, or in a condition that indicates being worn or washed in any way, including make-up marks, will not be accepted for return. ETL ACTIVE reserves the right to reject items that do not comply with the above conditions, and will return the item to the customer.
Change of mind sale items do not qualify for a refund, unless the item is faulty and we do not have sufficient stock to replace the sale item for you. Sale items can either be exchanged or returned for a credit note, excluding cost of shipping. Full priced items purchased with a promotional discount code are not considered 'sale items' and are therefore are still eligible for a refund, exchange or store credit within the 14 days.
Once ETL ACTIVE has received your returned package, all returned items will be inspected before a refund (less shipping) is issued to ensure the condition of the items comply with our return policy. ETL ACTIVE reserves the right to reject items that do not comply with the above conditions, and will return the item to sender.
Refunds will be issued to the credit card, PayPal or AfterPay account that the payment had originally come from. Please allow 3-5 business days for a refund to be processed from the date that the returned item is received by ETL ACTIVE. You will be notified once the transaction has been processed via the email address that the order was placed with.
We are unable to hold stock for exchanges and we will fulfil your exchange request once the return has reached our warehouse and has been processed by our team. If the style you have requested for exchange is unavailable you will be issued with a store credit or refund.
We'll happily cover the cost associated with shipping out an exchange item that is equal in value to your original order, once only. Additional exchange requests will be at the expense of the customer. If the item you wish to exchange for is greater in value in comparison to your original order, you'll be required to pay this balance before your exchange order can be despatched.
Store credits are valid for 2 years from the date of issue and can be used towards purchasing any items on the ETL ACTIVE website. You are not required to use the full balance in the single transaction and can use your store credit total over multiple orders within its validity period. Store credits unfortunately cannot be used towards shipping + delivery costs. We are unable to transfer or use any of your store credit balance towards items on the ELIYA THE LABEL website and vice versa.
HOW TO RETURN AN ORDER:
Visit our online Returns Portal within 14 days of your purchase date to get started with your return/exchange.