1. Home
  2. Refund policy

Refund policy

Eels Official Store offer free 30 day returns on all orders. If you change your mind, or if a product is not suitable, the item can be returned for a full refund if the below conditions are met.

You can return your item (excludes perishable items, jewellery, personalised products and swimwear) within 30 days of purchase for a full refund if:

  • - you have the original receipt to supply,
  • - the item is unused and in its original, re-sellable condition,
  • - and the original tags are still attached.

To organise the return of an item please refer to the Returns Guide below.

If the above conditions are not met your item(s) will be sent back to you.


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 refunded in full. 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 can be found at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund


We are unable to exchange items for a different size or style. If you wish to swap the size or style for an online order, you will need to organise a return and then place a new order for the item(s) you require.

Please get in contact with our customer service team to initial your refund.