Refund policy
At Eilik, your satisfaction is our top priority. We are committed to ensuring that all our customers are 100% satisfied with their Eilik experience, and we strive to deliver products that bring joy and companionship to your life.
Returns
If, for any reason, you decide to return your order, please contact us at support@eilik.com.au within 30 days of receiving the product, in accordance with Australian Consumer Law. To be eligible for a return, your item must be unused and in the same condition that you received it, in its original packaging. You must also provide the receipt or proof of purchase.
We take pride in offering products that are true to the images, videos, and descriptions provided on our site. To this end, we kindly ask that returns are not based on buyer's remorse. Rest assured that if your return is accepted, you will receive a full refund with no return shipping costs or additional expenses on your part. We are here to assist with any questions, concerns, or issues you might have.
Refunds
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment. The refund will be processed within a 7-10 business days, depending on your payment provider's policies.
Replacements
If your Eilik arrives damaged or defective, we are here to help. Please email us at support@eilik.com.au within 30 days of delivery, including a clear image or video showing the issue, and we will promptly issue a replacement.
Lost or Stolen Packages
In the unfortunate event that your package is lost or stolen, we offer two options:
- We can issue a full refund for the entire order, or
- We can ship a replacement free of charge, with one replacement allowed per order.
Cancellations
Once your order is placed, we cannot accept cancellations. Orders are processed promptly to ensure timely delivery and customer satisfaction. We appreciate your understanding on this matter.
Shipping
Return shipping costs are the responsibility of the customer.
If you choose to return an item, you must cover all shipping costs associated with returning the product to us.
At Eilik, we're not just a brand we're your trusted partner in bringing joy and companionship to your everyday life. Your trust and satisfaction are at the heart of what we do, and our return policy is designed to make your experience as smooth as possible.
Should you have any questions or need assistance, our dedicated support team is here for you. Reach us at support@eilik.com.au.
Eilik is based in Melbourne, Australia, and we adhere to Australian Consumer Law to ensure your consumer rights are fully protected.
Thank you for choosing Eilik as your interactive companion!