We are happy to offer a credit, exchange, or refund on an item you've purchased from us within 30 days of your purchase date - providing it fits one of the below circumstances. Please contact us at hello@elevenlabs.com.au and request the Goods Return Form.

 

Please note: Any items purchased from one of our Stockists may only be returned from where you made your purchase and are applicable to the Stockist Terms and Conditions.

 

FAULTY ITEM

If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo.

 

INCORRECT ITEM/DAMAGED ON ARRIVAL

If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 48 hours of delivery. 
Please don't dispose of the item until we've had a chance to speak with you.

 

Here's How it Works

  1. Get in Touch 
To request a return, please contact us at hello@elevenlabs.com.au and request the Goods Return Form.
 
Please ensure this form is submitted BEFORE sending your item back to us - it makes the process a lot easier and we cannot guarantee a refund or exchange if not completed.
 
  1. We'll Get Back To You
One of our Customer Service team members will contact you via email with instructions on how to correctly label your return. Do not send us your items until AFTER we have contacted you with the correct address to send to. If you do then you will not be eligible for an exchange or refund as your item will not arrive at the correct address.
 
  1. Send the Item/s to Us
Pack up your item carefully, so it reaches us safely. You can re-use your ElevenLabs packaging, or a similar sized box if you no longer have it.
Following the instructions emailed to you, correctly label your return and post to the address provided.
The shipping cost incurred by the customer for returning item/s is NOT covered or reimbursed by ElevenLabs.
If you are shipping an item/s over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
 

Then What Happens? 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your credit, exchange or refund within 14 business days of your return arriving back to us.
In the case of a refund, the amount that will be refunded to you is determined by ElevenLabs and is less any applicable discounts and shipping charges.
 
We unfortunately cannot offer our 30 day money-back guarantee, exchange or credit to you for any of the following reasons:
  • If you have contacted us prior to apply for an exchange, return or refund of any sort.
  • On samples and trial packs.
  • On products that have been opened, due to hygiene reasons.
  • Any downloadable or digital items. 

Late or missing refunds (if applicable) 

If your refund has been approved AND it's been more than 21 business days since, and you haven’t received you refund yet, first check your bank account again. 
Then contact your credit card company. It may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund, please contact us at hello@elevenlabs.com.au.

 

Vouchers

If you have received a voucher as part of a promotion or deal, that voucher is subject to the Terms and Conditions of the Promotion. Vouchers are treated as cash and if lost, cannot be reissued. You cannot apply for a refund for a voucher. Each voucher has a unique code which was sent to you via email. You should check your email to locate this code. The voucher can be used multiple times as long as it has a remaining balance and is prior to the expiry date of the voucher.