Support after your purchase
Returns & refunds
Contact Elaroo about faulty, unsafe, damaged, misdescribed or incorrectly supplied goods. This policy preserves your rights under the Australian Consumer Law.
Consumer guarantees
If a product has a major failure, you can choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss. For other failures, we will provide the remedy required by law within a reasonable time. We do not require you to contact the manufacturer first.
How to request help
Email chiew@elaroo.shop or call +61 488 801 064 with your order reference or other proof of purchase and a description of the issue. Photographs, the batch number and the date mark are helpful if available. Stop using formula you believe may be unsafe.
We may assess the goods and will explain any return arrangements. Original packaging is not required for a consumer-guarantee claim, and opening the product does not by itself remove your rights.
Change of mind
We do not offer change-of-mind returns or exchanges for infant formula or other food products, whether opened or sealed. This does not affect remedies for goods that fail a consumer guarantee, are unsafe, or were incorrectly supplied.
Returning goods and costs
Contact us before posting goods so we can provide the appropriate return instructions. Do not send returns to the registered office without instructions. We reimburse reasonable return costs when a consumer-guarantee failure is confirmed. Keep your postage receipt.
No store return deadline or restocking charge overrides a legal entitlement. If assessment costs could apply to a product that is found not to have a fault, we will explain and agree the proposed costs with you beforehand.
Refunds and cancellations
Where a refund is due, we process it without undue delay using the original payment method unless another method is agreed with you. Your bank or payment provider may need additional time to show the credit. Contact us if a refund is not received.
An unpaid, unaccepted order request can be withdrawn without charge. For a later cancellation or change, contact us promptly; we will explain what is possible and preserve any statutory cancellation or refund rights.