Refund policy
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the product, you are entitled to a replacement or refund. You are also entitled to choose a refund or replacement for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the product rectified in a reasonable time and, if this is not done, to a refund for the product. Nothing in this policy limits those rights or, where applicable, rights under New Zealand's Consumer Guarantees Act.
Questions about fit, exchanges or returns? Email info@elitedancer.au with your order number. Before ordering, see our Dance Shoe Sizing Guide or ask us for help choosing.
Faulty, Misdescribed or Wrong Items
If an item is faulty, damaged on arrival, not as described, or not what you ordered, contact us as soon as reasonably possible with your proof of purchase and details (photos help). We will arrange a free repair, replacement or refund as required by the Australian Consumer Law, and cover reasonable return postage. You do not need to deal with the manufacturer.
No restocking fee, time limit, packaging requirement or sale exclusion applies to these items. Consumer guarantees do not cover damage caused by misuse, improper care or alterations.
Change-of-Mind Returns
A change-of-mind return is where the item matches your order and our description, but you chose an unsuitable size, fit, heel, colour or style. We offer these voluntarily, on the following conditions:
- Contact us for authorisation first. Return the item within 30 calendar days of delivery.
- Items must be unworn, unaltered and undamaged, with original tags and packaging. Shoes may be tried on briefly on a clean, soft indoor surface such as carpet. Shoes worn for dancing, or with marks, dirt or wear on soles, heel tips, straps or uppers, are not eligible.
- You pay return postage. Original postage and handling is not refunded.
- Not available for sale and clearance items, gift cards, custom-made, personalised or altered items, or personal-care and hygiene products.
Refund or exchange
- Refund: a 20% handling and restocking fee applies to approved change-of-mind refunds, calculated on the amount paid for the returned item. This fee applies to change-of-mind returns only. It never applies to faulty, misdescribed or wrong items.
- Exchange: no restocking fee. Exchange postage and packaging is A$19.95 incl. GST within Australia (we will quote other destinations). Any price difference and postage must be paid before dispatch.
How to Return
- Email info@elitedancer.au with your order number, the item and size, the reason, and whether you want a refund or exchange.
- We will confirm the next steps and the return address. Please do not send items to the manufacturer.
- Pack the shoe box inside an outer satchel or box (no labels or tape on the shoe box), use tracked postage and keep your receipt.
We will let you know once we have inspected your return. Approved refunds go to your original payment method within 10 business days of approval. Your bank may take a few extra days.
Processing & Delivery
We aim to dispatch in-stock orders within 3 business days of payment. Australian orders usually ship with Australia Post; delivery times are estimates, not guarantees. If you need shoes for a competition or event, contact us before ordering. Tell us about any missing or damaged delivery and we will investigate and provide any remedy required by law.
European Union Orders
Where mandatory EU withdrawal rights apply, you may notify us within 14 days of receiving eligible goods and return them within 14 days of that notice. We refund the applicable amount, including standard outbound delivery, within 14 days of your notice (we may wait until we receive the goods or proof of return). Our restocking fee and sale exclusions do not override these rights.