Online Returns Policy

This policy applies to all purchases made online at elqactive.com.au.

ELQ Active hopes all customers are highly satisfied with their purchases, however if for any reason you have a change of mind or have received an incorrect or faulty item, please consult this policy.

For quick reference, the following Eligible Returns Guide table should be used as a guide only. Please view more information below.

We ask that you take care when trying on your garments as any garments returned to us with makeup or fake tan or any other markings, stains or smells will not be accepted. Before submitting a returns request, please ensure the below conditions are met:

• The item/s are in their original conditions: Unworn, not altered and/or washed and no marks or odours.
• All tags are still attached and original packaging intact. Once tags are removed, you have accepted ownership of your item and it is no longer returnable.
• Your order will be posted in the mail to us within fourteen (14) days from your delivery date.

Unless faulty, items that do not meet these criteria will not be valid for a return. Any items returned to ELQ Active without approval will be returned at the customers' expense.

FULL PRICED ITEMS

Items that have been purchased at full price or by pre-order are eligible for a refund to the original payment method or store credit.

FINAL SALE ITEMS

Unfortunately, items marked as ‘Final Sale’ are not eligible for returns unless they are faulty or incorrect. These items are considered final and non-returnable.

PROMOTIONS AND BUNDLES

In the case of a ‘promotional’ or ‘bundled’ item, including those using a promotional code or discount at checkout, a Store Credit will be made available.  

EXCEPTIONS / NON-RETURNABLE ITEMS

Unfortunately, we cannot accept returns on some items and gift cards unless they are faulty or incorrect. For hygiene and sanitary reasons, we are unable to accept ‘change of mind’ returns on hats, headware and waterbottles.

WRONG OR FAULTY ITEM RETURNS

At ELQ Active, we take care when packing each order and carefully inspect all items prior to dispatch to ensure they are sent in perfect condition. In the rare instance an item you receive is wrong, faulty or damaged, we sincerely apologise. Please inspect your order upon arrival and contact us immediately (within 48 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If an item you have received does not appear to be in new condition, please email your order number, images of the fault and a small description to orders@elqactive.com.

If something you ordered has a minor fault, as per the Australian Competition and Consumer Commission (ACCC), we will assist to organise a replacement or get it repairs. If your garment is deemed to have a major fault you have the option of a replacement, refund or credit note.

EXCHANGES

ELQ Active accepts returns for an exchange on of full-priced items that are posted in the mail to us within fourteen (14) days from your delivery date. The best way to ensure you get what you want is to return the item you have (initiated by emailing us), and once the return is accepted, make a separate purchase for the new item. As we are unable to guarantee the desired item or size will still be in stock at the time an exchange is processed, for items that tend to sell out quickly, we recommend purchasing the replacement item promptly and then sending back the original item for a return or refund. Please email us at orders@elqactive.com with any
questions.

STORE CREDITS

Store credits are valid for 12 months from the date of issue. It is the responsibility of the customer to ensure the balance
is used before the expiry date. For an extension to your store credit, you must contact us at least one month prior to its expiration to request an extension. We will not honour a store credit that has already expired.

COST OF RETURNS

ELQ Active does not cover the cost of postage on returns due to change of mind or dissatisfaction. Customers are to cover the cost of return postage. The return shipping label cost of $12.00 will be deducted from your refund or store credit value. 

If an item is faulty or incorrect, ELQ Active will cover the cost of the return postage.

To be eligible for a return, items must be posted in the mail within 14 days of delivery of your order. Any items posted after this time frame may be denied. For this to occur, a returns request must be received by ELQ Active before posting. Items must be in the same condition you received it; unwashed, unworn/unused, all tags intact and in the original packaging. You will also need the receipt or proof of purchase.

To start a return, please email us. Please note that returns will need to be sent to the ELQ HQ, however can only be done so once a return request is electronically accepted by us. If your return is accepted, you will have access to a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@elqactive.com.

Please note:

• The return shipping label cost of $12.00 will be deducted from your refund or store credit value. 
• ELQ Active is not liable for the loss or damage of garments in return transit. The goods are your responsibility until they are returned to ELQ Active. ELQ Active will not issue a refund on item/s that are not received or are lost in transit. Please use a traceable delivery method and keep record of your tracking number.

Approved Returns

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Note: Shipping is non-refundable except in cases where ELQ Active may have made an error.

Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we have approved your return, please contact us at orders@elqactive.com.

Denied Returns & Exchanges

ELQ Active reserves the right to deny a return if items are returned used, soiled, worn or damaged in any way or have any form of hair, perfume or scents on the fabric. These soiled or damaged items will be returned to sender. You will be notified via email if your returned item is not suitable for a refund.