Returns Policy

Returns Policy

Thank you so much for supporting a small business! We're trying our best to make your experience with us and our products as good as possible. Please feel free to email us if your questions haven't been answered below.

At ElevenLabs, we strive to provide you with a seamless and enjoyable shopping experience. We want to make the returns process as easy as possible for you.

Our Commitment to You

  • We offer a hassle-free returns policy within 30 days from the date of purchase.
  • You may return items for a refund, exchange or store credit according to these terms and in line with Australian Consumer Law.

How to Initiate a Return

To start a return, email us at hello@elevenlabs.com.au with your name, order number, reason for return and any photos to help us assess the situation.

Once your return is approved, we will provide you with a return authorisation and detailed instructions on how to ship the item back.

 

  • Items must be in their original packaging, unopened and with all seals intact.
  • Ensure that the item is securely packaged to prevent damage during transit.

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    You must provide a tracking number to hello@elevenlabs.com.au once the return is shipped. If the parcel is lost and you did not provide a tracking number we cannot be liable for any losses. For high value items we recommend purchasing insurance. This can be done via Australia Post.

    Please note that shipping costs for returns are the customer’s responsibility and are non-refundable.

    Refund, Exchange or Store Credit

    • Once we receive your returned item, we will promptly process your refund, exchange or store credit.
    • Refunds will be issued to the original payment method.

    Faulty Items

    • If you receive a faulty item, please contact us immediately via email at hello@elevenlabs.com.au
    • We will arrange for a replacement or refund at no cost to you.

      Sale Items and Store Credits

      Items purchased on sale, clearance, or promotion are final sale and cannot be returned, exchanged, or refunded. This also applies to gift cards, store credits, digital goods, sample packs, and opened food items (for hygiene reasons).

      Sale items are offered at significant discounts as part of clearance events or promotions. Due to their reduced pricing and limited inventory, we cannot accommodate returns for these items. We recommend carefully reviewing your selection before purchasing sale items. If you have any questions, contact us at hello@elevenlabs.com.au we’re happy to help!