Returns and Refunds Policy

At The Elf Kingdom Pty Ltd, customer satisfaction is our priority.  We offer returns and refunds in accordance with Australian Consumer Law and on the terms set out in this Returns and Refund Policy.  Policies may be updated at any time (all or in part) at the discretion of The Elf Kingdom Pty Ltd as required.  Any amendments will be uploaded as soon as practicable and become live on the website (theelfkingdom.com.au).  Remaining informed of any changes becomes the responsibility of all website Users.  Should you not agree to the Terms and Conditions and Policies, please do not use the services provided by The Elf Kingdom Pty Ltd and cease use immediately.

We appreciate your understanding of our cancellation policy. If you have any questions or concerns regarding your order, please don’t hesitate to contact our customer support team. We strive to provide you with the best possible service and product quality, and this policy helps us maintain our commitment to you.

Any benefits set out in this Policy may apply in addition to consumers’ rights under the Australian Consumer Law.

Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

  1. RETURNS
  • Our returns policy lasts for 6 days upon receipt. If more than 6 days have passed, unfortunately we can’t offer you a refund or exchange.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • Several types of goods are exempt from being returned.  Perishable goods such as cakes and cupcakes purchased from The Elf Kingdom but supplied through Penny Royal Cakes will not be accepted for return, due to Health Regulations.
  • To complete your return, we require a receipt of proof of purchase.
  1. CANCELLATIONS
  • The Elf Kingdom Pty Ltd understand that sometimes plans change. As a very small business a lot of time and effort goes into our packing process, as well as administrative and labour costs.  Most importantly, some of the items we sell may be made to order with little to no notice.  As a result, please review our cancellation policy below:
    • Full Refund Not Issued – to offset some of the costs noted in 2.1, we regret that we cannot provide a full refund for canceled orders. A withholding fee of 20% of the total order value will be retained by The Elf Kingdom Pty Ltd as a non-refundable fee.
    • If an order has been posted, shipped or out for in-person delivery, The Elf Kingdom Pty Ltd is unable to cancel any portion of the order. The purchase will arrive as ordered.
    • Custom Orders – Please be aware that custom orders are non-refundable once the order has been placed. This is due to the time required to personally create these orders for the purchaser.
  1. REFUNDS (If Applicable)
  • The Elf Kingdom Pty Ltd will send an email to you once your returned item has been received by us. We will also notify you of the approval or rejection of your refund.
  • Where approved, the refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 7 days. A copy of the banking receipt may be provided to you with the acceptance email.
  • If you find you haven’t received a refund, please check your bank account first. Sometimes it take a little while for banks to process transactions.
  • If you have done all of the above and still haven’t received your refund, please contact us at magic@theelfkingdom.com.au
  1. SALE ITEMS (If Applicable)
  • Only regular priced items may be refunded. The cost of items marked at ‘sale’ are unable to be refunded.
  1. EXCHANGES (If Applicable)
  • We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us first at magic@theelfkingdom.com.au to discuss.
  1. SHIPPING (If Applicable)
  • To return your product, please contact us at magic@theelfkingdom.com.au to discuss return postal address.
  • You will be responsible for the cost of your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
  • If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
  1. CONTACT INFORMATION

If you have any questions about our Returns and Refunds Policy, please contact us: www.theelfkingdom.com.au magic@theelfkingdom.com.au

The Elf Kingdom Pty Ltd was first registered in Western Australia and the governing body for Consumers is the WA Government Department of Mines, Industry Regulation and Safety.  They may offer additional information on their website that could assist in your refund or return. Visit https://www.commerce.wa.gov.au/consumer-protection/buying-online for more information.

If buyers reside outside of Western Australia, you’re encouraged to research into your Government equivalent and seek advice from them in relation to any dispute that may arise.