Elevate O2 - Refunds and Returns Policy

Effective Date: November 2024

Our Commitment

At Elevate O2, we are committed to providing high-quality wellness products and excellent customer service. This policy outlines your rights under Australian Consumer Law and our procedures for refunds and returns.

Your Consumer Rights

Under Australian Consumer Law, you have guaranteed rights that cannot be excluded. Our products come with guarantees that:

• Are of acceptable quality
• Are fit for the purpose they were sold
• Match their description
• Are free from defects

If our products fail to meet these consumer guarantees, you are entitled to a remedy.

Refunds and Returns

What We Will Refund or Replace

We will provide a refund or replacement if:

Product Defects:

• The oxygen canister is faulty or defective
• The nozzle/mouthpiece is damaged or doesn't function properly
• The product doesn't match what you ordered 
• The canister arrives damaged during shipping

Process for Defective Products:

1. Contact us within 14 days of receiving your order
2. Provide your order number and describe the issue
3. Return the unused, defective product to us
4. We will provide store credit once we receive and assess the returned item

What We Cannot Refund

Due to health and hygiene reasons, we cannot accept returns or provide refunds for:

Used Products:

• Cans where the mouthpiece has been used or opened
• Products that have been partially consumed
• Items that cannot be resold due to hygiene concerns

Change of Mind:

• We do not offer refunds for change of mind purchases
• Please ensure you understand the product before purchasing

How to Request a Return

Contact Us First:

• Email: [your email]
• Phone: [your phone]
• Include your order number and description of the issue

Return Process:

1. Obtain return authorisation from our customer service team
2. Package the unused product securely
3. Send to: [your return address]
4. Include a copy of your receipt/order confirmation

Return Shipping:

• For defective products: We will cover return shipping costs
• Customer must arrange return shipping via Australia Post or equivalent

Processing Times

• Assessment: We will assess returned items within 5 business days of receipt
• Store Credit: Issued within 7 business days after assessment
• Refunds: Processed within 10 business days (if applicable under consumer law)

Store Credit Terms

• Store credit has no expiry date
• Can be used for any Elevate O2 products
• Non-transferable and cannot be exchanged for cash
• Unique credit code will be provided via email

Major vs Minor Problems

Major Problems (full refund or replacement available):

• Product has a serious defect that cannot be easily fixed
• Product is substantially different from what was described
• Product is unfit for normal use and can't be easily remedied

Minor Problems (repair or replacement offered):

• Small defects that can be reasonably remedied
• Issues that don't significantly affect the product's use

Contact Information

For all refund and return enquiries:

• Email: hello@elevateoxygen.com.au
• Website: www.elevateoxygen.com.au

Important Notes

• This policy operates alongside your rights under Australian Consumer Law
• Consumer guarantees under Australian Consumer Law cannot be excluded
• This policy applies to purchases made directly from Elevate O2
• Keep your receipt or order confirmation as proof of purchase
• Products must be returned in original packaging where possible

Policy Updates

We may update this policy from time to time. The current version will always be available on our website.

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This policy is designed to comply with the Competition and Consumer Act 2010 (Commonwealth) and Australian Consumer Law. If you have concerns about our compliance with consumer law, you can contact the Australian Competition and Consumer Commission (ACCC) or your state/territory consumer protection agency.

Last Updated: August 2025