Refund policy

Return and Cancellation Policy

Effective Date: 26 August 2026
Store: Ella Byron Bay
Website: https://ellabyronbay.com
Email: info@ellabyronbay.com

1. Right to Return

You may request a return within thirty (30) calendar days from the confirmed delivery date, provided the conditions below are met.

For a return to be approved:

  • The item must be unused, unworn, unwashed and undamaged
  • All original packaging, labels, tags, dust bags, inserts and accessories must be included
  • Items sealed for hygiene reasons must remain sealed and unopened
  • The item must be in resaleable condition

Defective or damaged items must be reported as soon as possible after you discover the fault, together with clear photographs.

Ella Byron Bay reserves the right to refuse a return that:

  • Shows signs of use, washing, staining or alteration
  • Is returned incomplete
  • Is returned without prior approval
  • Falls outside the 30 day period

If a return is refused, the item may be sent back to you at your expense.

This section sets out the voluntary return service we offer. It does not limit the rights you have under the Australian Consumer Law, which apply in addition to it and are described in Section 8.

2. Change of Mind Window

As a voluntary commitment on our part, you may change your mind and cancel a distance purchase within fourteen (14) days of receiving the item. To use this window, contact us at info@ellabyronbay.com before the fourteen days have passed. The 30 day return we offer above applies in addition to this window.

Australian law does not give a general cooling-off right for online retail purchases. We offer this window anyway, as a service.

3. How to Return

To request a return, email info@ellabyronbay.com

Please include:

  • Order number
  • Full name
  • Shipping address
  • Reason for return
  • Photographs (if the item is defective or damaged)

Returns must be approved before they are sent. A return sent without approval may not be processed or refunded. Once your return has been approved you will receive return instructions and the correct return address. Returns are handled by our international returns centre. Your return will therefore be shipped outside Australia, regardless of how your order was delivered. The returns centre that applies to your return is stated in the return instructions.

Assessment of faults and damage

Report any fault, defect or transit damage to info@ellabyronbay.com and attach clear photographs of the whole item and of the affected area. Our customer care team will then assess the case and come back to you with the solution we are able to offer. We may need to ask for additional photographs or information in order to assess your report. Returns must be approved by us before they are sent, and a return sent without our approval may not be processed or refunded.

Nothing in this policy excludes, restricts or modifies the consumer guarantees or any other right or remedy you have under the Australian Consumer Law.

Responsibility for return shipping

You are responsible for returning the item to us. You bear the cost of return shipping and the risk during return transit, except where the return is due to a fault on our side or where the Australian Consumer Law places that cost on us.

  • For a change of mind, the wrong size, or an item you no longer need, you bear the return shipping cost
  • Where the fault is ours (an incorrect, defective or damaged item), Ella Byron Bay bears the return shipping cost

You may choose your own carrier. We strongly recommend a trackable shipping method. Lost or untraceable return shipments are the responsibility of the sender.

4. Refunds

Once we have received and inspected the returned item, we refund to the same payment method used for the purchase. Please allow reasonable processing time for inspection and refund.

The refund does not include:

  • Charges for express or upgraded shipping
  • Duties, import taxes or import fees, where these apply
  • Return shipping (unless the fault is ours)

Where you use the 14 day change of mind window in Section 2, we refund the price of the item and the standard delivery cost. On a voluntary return within our 30 day period (over and above that window), the original shipping cost is not refunded.

If the item does not meet the conditions for return, no refund is issued under this policy. This does not affect any refund you are entitled to under the Australian Consumer Law.

5. Order Cancellation

We understand that circumstances can change after an order has been placed.

Cancellation timeframe

Orders may be cancelled within twelve (12) hours of purchase, provided they have not entered the processing stage. To request a cancellation, email info@ellabyronbay.com and include your order number.

Orders in processing

After the 12 hour window, an order may already have:

  • Entered processing
  • Been packed
  • Been prepared for shipment
  • Been handed to a carrier

Once an order has reached any of these stages, cancellation cannot be guaranteed and may no longer be possible.

Orders already shipped

Orders that have been shipped or handed to a carrier cannot be cancelled. In that case you will need to wait for delivery and request a return in accordance with Section 1.

Ella Byron Bay is not responsible for cancellation delays caused by incomplete or late communication from you.

6. International Handling and Customs

Orders and returns are handled through our international delivery and returns partners. Both the delivery direction and the return direction are handled this way, for every order.

Prices are shown in Australian dollars. Where GST applies to your order it is included in the price shown at checkout.

For consignments valued above A$1,000, the Australian Border Force may apply duty, GST and an import processing charge when the goods enter Australia. Where such charges apply they are not included in the price of the item and are payable by you as the customer. Shipments refused because of unpaid charges may lead to deductions from any refund.

7. Items That Cannot Be Returned

The following items cannot be returned or refunded under the voluntary return service in Section 1:

  • Gift cards
  • Items marked as Final Sale
  • Items marked as non-returnable
  • Items returned after the 30 day period
  • Items not in original condition
  • Items damaged through incorrect use

These exclusions do not apply where you have a right to a remedy under the Australian Consumer Law. A consumer guarantee cannot be excluded by a Final Sale label, a discount, or the passing of our 30 day window.

8. Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, goods must be of acceptable quality, match their description, and be fit for any purpose we told you they would be fit for.

  • If a failure is major, you choose the remedy: a replacement, or a refund. You may also claim compensation for any other reasonably foreseeable loss or damage
  • If a failure is minor, we may choose between repairing the item, replacing it, or refunding it, within a reasonable time

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Where you are entitled to reject goods under the Australian Consumer Law, we bear the cost of returning them.

Contact us at info@ellabyronbay.com to make a claim. If you are not satisfied with our response, you can contact the Australian Competition and Consumer Commission at https://www.accc.gov.au or your state or territory consumer protection agency.

9. Contact

For questions about returns or cancellations:
Ella Byron Bay Customer Care
Email: info@ellabyronbay.com
Website: https://ellabyronbay.com