Returns & Refund Policy
Returns & Refund Policy
The Parramatta Eels Official Store offers a 30-day return period on eligible online purchases.
If you change your mind or a product is not suitable, eligible items can be returned within 30 days of purchase for a store credit or exchange through our online returns portal.
You can return your item (excluding personalised products, jewellery, swimwear, perishable items, sale items, clearance items and memorabilia) within 30 days of purchase if:
- You can provide proof of purchase.
- The item is unused and in its original, re-saleable condition.
- All original tags remain attached.
- The item has not been worn, washed or altered.
- The item is not a sale, clearance or memorabilia item.
Returns can be initiated through our online returns portal:
Eels Offical Store Returns Portal
If returned items do not meet the above conditions, the return may be declined and the item returned to you.
WHAT IF MY ITEM IS FAULTY?
If you believe your product has a major fault, you can initiate a return via our online returns portal:
You may be required to provide proof of purchase, photographs of the fault and/or return the item for assessment.
A major problem is when the item:
- Has a fault that would have stopped you from purchasing it if you had known about it.
- Is unsafe.
- Is significantly different from the sample or description.
- Does not do what we said it would do and cannot be easily fixed.
Following assessment, if your item is deemed to have a major fault, you may choose from:
- A full refund
- A replacement
- Store credit
If the fault is not major, we will endeavour to repair the item within a reasonable timeframe. If it cannot be repaired within a reasonable timeframe, you may choose a refund or replacement.
For more information on your rights under Australian Consumer Law, please visit the ACCC website: Repair, Replace or Refund
ITEM EXCHANGES
Eligible exchanges can be requested directly through our online returns portal:
Eels Offical Store Returns Portal
Customers can exchange eligible items for a different size or product, subject to stock availability. Once your return request has been lodged through the returns portal, simply follow the instructions provided to complete your exchange.
All exchanges are subject to our Returns Eligibility requirements and stock availability.
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