What if my item was faulty?Updated 3 months ago

If you believe that your product has a major fault please contact the Eels customer service team on 1300 258 346 . You will be required to provide proof of purchase (ie. your receipt), along with photos of the faulty product and/or we may require you to send the item back for assessment. A major problem is when the item:

• Has a major fault that would have stopped you from buying if you knew about it;
• Is unsafe;
• Is significantly different from the sample or description;
• Doesn’t do what we said it would do and can’t be easily fixed.

Following assessment, if your item is deemed to have a major fault you will be able to choose from a full refund, store credit or exchange. If the fault is not major, we will endeavour to repair the item within a reasonable timeframe. If it cannot be repaired in a reasonable timeframe you can choose a refund or replacement.

More information on Australia Consumer Law found at  https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund