Refund policy
Last updated 23 July 2026
We want you and your Eilik family to be genuinely happy. This policy explains your rights and how we look after you. It applies to every customer, in Australia and overseas.
The short version
- Faulty, damaged or not as described: we pay the return postage and you choose or we arrange a repair, replacement or refund.
- Changed your mind: 30 days, item unused and in original packaging, return postage at your cost.
- Your rights under the Australian Consumer Law always apply and are never limited by anything below.
- We extend the same protections to our international customers.
Your rights under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits, restricts or modifies those rights.
- For a major problem you can choose a refund or a replacement, or you can keep the item and ask us for compensation for the drop in value. A major problem is one where you would not have bought the item had you known about it, or it is unsafe, or it is significantly different from its description, or it cannot be fixed easily.
- For a minor problem that can be fixed, we may choose to repair, replace or refund the item within a reasonable time.
- You are 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.
These rights apply on top of, and are not replaced by, any voluntary manufacturer warranty offered by EnergizeLab.
Faulty, damaged or not as described
Email support@eilik.com.au within a reasonable time, ideally within 30 days of delivery, with your order number and a clear photo or short video of the issue.
For any covered fault we pay the return postage, and we will repair, replace or refund in line with your Australian Consumer Law rights. You never carry the cost of returning a faulty product.
Change of mind returns
We also offer a friendly 30 day change of mind return. This is a goodwill extra on top of your legal rights, not a replacement for them.
- The item must be unused, in its original condition and original packaging.
- Proof of purchase is required.
- Return postage is at your cost.
- We refund the price of the item once we receive and inspect it.
To be clear, this section does not apply to faulty goods. Faulty goods are covered above, and we cover the postage.
How refunds work
Once we receive and check your return we will let you know the outcome. Approved refunds go back to your original payment method, usually within 5 to 10 business days depending on your bank or payment provider.
Lost or stolen parcels
If a parcel is lost or stolen in transit, contact us and we will make it right, either by sending a replacement or issuing a refund. We will always work with you in good faith.
Getting help and support
We are happy to help with general setup, how to guides and everyday troubleshooting for your Eilik, Eiliko or Eilik AI Station. Just reach out to support@eilik.com.au.
For advanced technical matters, including software and firmware, app pairing, and battery performance or replacement, the manufacturer EnergizeLab is best placed to assist and can be contacted at info@energizelab.com or through energizelab.com/support. This support pathway is for convenience and does not affect your right to a remedy from us under the Australian Consumer Law for a product that is faulty or not of acceptable quality.
Related
Shipping and Delivery · Terms of Service · FAQ
Need a hand?
Email support@eilik.com.au or call 1800 652 001, Monday to Friday, 9am to 5pm AEST. Our Melbourne based team is happy to help.
Eilik Official is the authorised Australian reseller of EnergizeLab and is not the manufacturer. Eilik Official is a business name of RBS Ecom Pty Ltd, ABN 60 686 253 501, Melbourne, Australia.