Refund policy
Elsie Home | Last updated: November 2026
Elsie is here to make home feel a little lighter. If it isn’t the right fit for your family, we’ll make sorting it out simple.
This policy works alongside your rights under the Australian Consumer Law (ACL). It never replaces them, and nothing here limits them.
OUR 60-NIGHT GUARANTEE (CHANGE OF MIND)
You have 60 nights from the day your order is delivered to decide if Elsie suits your household. If it doesn’t, contact us within that time and we’ll arrange a full refund of the purchase price.
Go ahead and use it. We want you to plug it in, set it up and make it part of your routine for a few weeks. That’s what a 60-night trial is for, and normal signs of use won’t stop you from returning it.
To be eligible, please:
- Email us at support@elsieliving.com within 60 nights of delivery to start your return (we can’t process items sent back without contacting us first)
- Return the display with its power adapter, stand and any accessories that came with it
- Use the original packaging if you can, or pack it securely enough to arrive safely
- Have your order number or proof of purchase ready
Return postage for change-of-mind returns is at your cost. Please use a tracked service. The parcel is your responsibility until it reaches us, and we can’t refund an item that’s lost in transit.
When your return arrives and we’ve checked it, we’ll refund the full purchase price to your original payment method. Original delivery costs aren’t refunded for change-of-mind returns, but as most orders ship free, there’s usually nothing to deduct.
FAULTY, DAMAGED OR NOT AS DESCRIBED
This is separate from the 60-night guarantee. Your rights here are broader and have no fixed end date.
Under the Australian Consumer Law, our products come with guarantees that cannot be excluded. Your Elsie display must be of acceptable quality, fit for its purpose and match the way we’ve described it.
If there’s a major problem, for example the display doesn’t work, it’s significantly different from what we advertised, or it’s unsafe, you can choose a refund or a replacement. You can also claim compensation for any other reasonably foreseeable loss.
If there’s a minor problem, we may choose to repair, replace or refund the item within a reasonable time.
Either way:
- We cover all return shipping costs, either with a prepaid label or by reimbursing your postage
- We don’t charge restocking or handling fees
- If you receive a refund, your original delivery cost is refunded too
- There’s no fixed time limit. These rights last for a reasonable period based on the price and nature of the product, and they still apply after the 60-night guarantee ends
To make a claim, email support@elsieliving.com with your order number, a description of the problem, and photos or a short video if you can. This helps us sort it out quickly, and often we can fix the issue without you sending anything back.
Damaged in transit
Please check your order when it arrives. If it’s damaged on arrival, contact us within a few days of delivery with photos of the item and the packaging, and we’ll replace or refund it at no cost to you.
APPS AND CALENDAR SERVICES
Your Elsie display uses a free companion app to sync calendars and share photos. The app is made by the device manufacturer, not by Elsie, and calendar providers such as Google, Apple iCloud, Outlook and Yahoo may change their services from time to time.
If you’re having trouble connecting a calendar or getting set up, please contact us before returning anything. Most sync issues are fixed in a few minutes with a bit of help. If a core advertised feature genuinely doesn’t work, it’s covered under the faulty goods section above.
HOW TO START A RETURN
- Email support@elsieliving.com with your order number and the reason for your return
- We’ll reply within 1 to 2 business days to confirm and send your return instructions and return address
- Pack the item securely with all its accessories
- Send it with a tracked service to the address we provide
- Email us the tracking number so we can keep an eye out for it
Please don’t send anything back before contacting us. We can’t accept returns we haven’t arranged.
REFUND TIMING
When your return arrives, we’ll inspect it and let you know the outcome, usually within 2 business days. Approved refunds are processed to your original payment method within 5 business days.
Your bank or card provider may take a few more business days to show the funds. If it’s been more than 15 business days since we confirmed your refund and you still haven’t received it, contact us and we’ll follow it up.
EXCHANGES
The fastest way to change size or colour is to contact us before your order ships, as we can often update it for you. If it’s already on the way, return the original under this policy and place a new order.
NDIS AND PLAN-MANAGED ORDERS
Our 60-night guarantee and your rights for faulty, damaged or misdescribed goods apply to NDIS orders in exactly the same way as any other order.
For orders paid by a plan manager, approved refunds are paid back to the plan manager who paid the invoice, not to the participant or their family. This keeps the funds in the participant’s plan. We’ll let both the participant (or their nominee) and the plan manager know once the refund has been processed.
For self-managed participants, refunds go back to the original payment method used at checkout, the same as any other order.
To start a return on an NDIS order, email support@elsieliving.com with the order or invoice number, the participant’s name and the plan manager’s details if the order was plan-managed. Return postage for change-of-mind returns is at the customer’s cost, and we cover all return costs for faulty, damaged or incorrect items.
Elsie Home is not a registered NDIS provider and is not affiliated with or endorsed by the NDIA or the NDIS Quality and Safeguards Commission.
EUROPEAN UNION: 14-DAY COOLING-OFF PERIOD
If we ship an order to an address in the European Union, you can cancel or return it within 14 days of receiving it, for any reason and without giving one. Our 60-night guarantee is more generous than this and applies to you too.
NEW ZEALAND CUSTOMERS
If you’re in New Zealand, the Consumer Guarantees Act gives you rights broadly similar to those described above for faulty or misdescribed goods. Our 60-night guarantee applies to you as well. Return postage to Australia is at your cost for change-of-mind returns and at our cost for faulty items.
QUESTIONS
We’re a small Australian business, and every email is read by a real person.
support@elsieliving.com
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