Refund policy
Need help with a dance-shoe fit, exchange or return? Contact info@elitedancer.au with your order details. Before ordering, read our Dance Shoe Sizing Guide or ask Elite Dancer for help choosing.
Your consumer rights: This policy does not limit rights under applicable consumer law, including the Australian Consumer Law and, where applicable, New Zealand’s Consumer Guarantees Act. Our change-of-mind conditions, exclusions and fees do not apply to remedies required by law.
Change-of-mind returns · Exchanges & refunds · Request a return · Product problems · Delivery
Change-of-Mind Returns
For eligible items, we offer exchanges or refunds under the conditions below. A change-of-mind return includes choosing an unsuitable size, fit, heel, colour or style when the item supplied matches your order and our description and no consumer guarantee has been breached.
- Contact us for return authorisation before sending your item. Eligible items must be returned within 30 calendar days of delivery.
- Items must be unworn, unused, unaltered and undamaged, with their original tags and packaging.
- Shoes may be tried on briefly on a clean, soft indoor surface, such as carpet. Soles, heel tips, straps and uppers must remain free of wear, marks, dirt and odour. Shoes worn for dancing are not eligible for a change-of-mind return.
- Provide your order number or other valid proof of purchase. Acceptance is subject to inspection against these conditions.
- You pay return postage. Original postage and handling charges are not refundable for a change-of-mind return.
Items excluded from change-of-mind returns
- Sale and clearance items.
- Gift cards and items purchased using gift cards.
- Custom-made, personalised or altered items.
- Personal-care and hygiene products.
Check all selected options before purchasing a sale item. The exclusions above do not affect your rights if an item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.
Exchanges & Refunds
Exchanges: For eligible change-of-mind returns, we can help you select another available size or style. The 20% refund fee is waived for an exchange. Exchange postage and packaging is A$19.95, including GST, within Australia. For New Zealand or another accepted destination, we will quote the applicable exchange delivery charge. Availability, any price difference and delivery charges will be confirmed before you proceed. Any amount payable must be settled before the exchange is dispatched.
Refunds: An approved change-of-mind refund is subject to a 20% handling and restocking fee, calculated on the amount paid for the returned item. Original postage and handling is excluded from the refund. This fee does not apply to refunds required by consumer law.
We will notify you after inspecting your return. Approved refunds are processed to the original payment method within 10 business days of approval, subject to any shorter legal deadline. Your payment provider may take additional time to display the funds. Contact us if the refund has not appeared after 15 business days.
How to Request a Return
- Email info@elitedancer.au with your order number or proof of purchase, the item and selected variant, the reason for your request, and whether you would prefer an exchange or refund. Include photographs where useful.
- We will advise the next steps and provide the correct return address. Use the address we provide, rather than sending directly to a manufacturer or supplier.
- Package the item securely. Place the shoe box inside protective outer packaging; avoid attaching postage labels or tape directly to the shoe box. Use tracked postage and keep your lodgement receipt.
Prior authorisation is required for our voluntary change-of-mind returns. It is not a condition that removes your consumer-law rights.
Faulty, Damaged or Incorrect Items
If you believe there is a problem, contact us as soon as reasonably possible with proof of purchase and details. We may reasonably assess the item before deciding the appropriate remedy. You do not have to resolve the matter with the manufacturer yourself.
Where consumer guarantees apply, the remedy depends on the problem. A major failure can entitle you to choose a refund or replacement. For a minor, repairable failure, we may arrange a free repair within a reasonable time. Further remedies apply if the issue cannot be resolved as required by law.
The 30-day change-of-mind limit, original-packaging requirement, sale exclusions and restocking fee do not restrict these rights. We cover reasonable return costs for a confirmed consumer-guarantee problem; retain postage receipts.
Consumer guarantees do not cover damage caused by misuse, improper care or alterations. This does not exclude unrelated defects or reasonable expectations of product quality and durability.
Order Processing & Delivery
We aim to process available-stock orders within 3 business days after payment clears. Processing time is separate from carrier delivery time. Any different product or supplier lead time disclosed before purchase applies to that item.
Australian orders are generally sent by Australia Post. Another suitable carrier may be used for larger orders. Shipping charges are shown at checkout or agreed before the order is accepted. Delivery times vary by destination, stock availability and carrier; estimates are not guaranteed arrival dates.
We will contact you if a significant dispatch delay occurs. If you need an order for a competition, performance or other event, contact us before purchasing so we can check whether the timing is achievable. Contact us about a missing or damaged delivery so we can investigate and provide any remedy required by law.
European Union Orders
If we accept an order to which mandatory EU withdrawal rights apply, you may notify us within 14 days of receiving eligible goods and send them back within 14 days of that notice. You pay direct return postage unless the law requires otherwise. Statutory exceptions may apply, including goods made to your specifications or clearly personalised.
For a valid withdrawal, we refund the applicable amount, including standard outbound delivery, within 14 days of notice. We may withhold the refund until we receive the goods or proof of return. Our change-of-mind restocking fee and sale exclusions do not override these rights. A lawful deduction may apply for handling beyond what is necessary to inspect the goods.
Questions? Email info@elitedancer.au or use our contact form.