Terra + Nova
Ochre
$5,999
Choose your finish
Returns & refunds
Returns, refunds
and cancellations.
Find out how to cancel an order, request a return or report a product issue.
90-day guarantee
Contact us before returning
ACL rights protected
Start here
What do you need help with?
If you have changed your mind, our voluntary 90-day money-back guarantee may apply. If something is faulty, damaged, unsafe or not as described, your rights under the Australian Consumer Law may apply instead.
Change of mind
90 days to decide
Our guarantee gives you time from delivery to decide whether your Element product is right for you.
Read the full guaranteeBefore it leaves
Order cancellations
Contact us immediately. A cancellation is only possible while we can confirm the order remains in our control.
Understand cancellationsProduct issue
Faults or damage
Tell us what happened and include clear photos or video. We’ll assess the issue and explain the available remedy.
Report a product issueOrder cancellations
Timing matters.
We prepare orders quickly, so please contact us as soon as you know you need to cancel.
01
Before dispatch
We can cancel an order only if our team confirms it has not been dispatched or handed to the carrier. Element does not charge a cancellation fee. We only deduct an amount if the payment processor does not return its processing fee to us. This amount is set by the payment processor, varies by payment method and can be significant on high-value orders. You can check the applicable amount with the payment processor before placing an order.
02
Once it is with the carrier
The order can no longer be cancelled. A tracking page with no collection scan does not necessarily mean the order is still at our warehouse. Carrier scans may be delayed, and the first update may not appear until the shipment reaches a depot. As the order is already in transit, you can request a return after delivery under our 90-day money-back guarantee, subject to its terms.
We’ll confirm whether cancellation is still possible and disclose any payment processor amount that is not returned to us before processing it.
Refunds
When we process your refund.
Refunds under the 90-day guarantee are calculated using the terms on our Money Back Guarantee page, including any applicable outbound freight and payment transaction fee deductions.
After an eligible return reaches our warehouse and passes inspection, we process the refund within 3 to 5 business days. Your bank or payment provider may take additional time to make the funds available.
View guarantee terms and refund deductionsTypical processing time
3–5 business days after inspection Bank processing time is additional.Faulty, damaged or incorrect products
Report a fault or delivery problem.
Contact us promptly so we can understand the issue and help resolve it.
Your order number
This lets us locate the purchase and product details quickly.
A clear description
Tell us what is wrong, when you noticed it and how it affects the product.
Photos or video
Include the product, packaging and any visible damage, fault or incorrect item.
Please keep the product and packaging until we confirm the next step.
Australian Consumer Law
Your statutory rights remain.
Our policies and 90-day money-back guarantee are provided in addition to your rights and remedies under the Australian Consumer Law. They do not exclude, restrict or modify those rights.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Where a product does not meet a consumer guarantee, we’ll provide the remedy required by law and cover or reimburse reasonable return costs where required.
Good to know
A few common questions.
Can I return an item without contacting you first?
No. Please wait for approval and return instructions. Unauthorised returns may be delayed, refused or sent to the wrong location.
Can I cancel if tracking has not updated?
Not necessarily. Tracking scans can be delayed even after a carrier has collected an order. We must confirm the order is still in our control before approving a cancellation. If it is already in transit, you can request a return after delivery under our 90-day money-back guarantee, subject to its terms.
Are transaction fees deducted from cancellations?
Element does not charge a cancellation fee. We only deduct the actual processing amount if the payment processor does not return it to us. We confirm any such amount before processing the cancellation.
Does the 90-day guarantee replace my legal rights?
No. It is a voluntary change-of-mind benefit offered in addition to, and not instead of, your rights under the Australian Consumer Law.
Start a request
Start a return or cancellation request.
Use our contact page and include your order number and a short description of what you need.