Elevate Recovery

Returns & Refunds

Your confidence matters to us. We've made our returns, refunds and warranty information clear and straightforward, so you know exactly what to expect when shopping with Elevate Recovery.

30-Day Returns

If you've changed your mind about a purchase, Elevate Recovery offers a voluntary 30-day return window on eligible products from the date of delivery.

Return Eligibility

To qualify for a voluntary change-of-mind return:

• Your return request must be made within 30 days of delivery.
• The product must be unused and in its original condition.
• Original packaging and all included accessories must be returned.
• Proof of purchase or your order confirmation must be provided.
• The return must be authorised by our team before being sent back.

Products that do not meet these conditions may not qualify for a voluntary change-of-mind refund.

How to Start a Return

To request a return, email info@elevaterecovery.shop with:

• Your order number
• The product you wish to return
• The reason for your return, if applicable

Our team will review your request and provide return instructions if your request is approved.

Return Shipping

For voluntary change-of-mind returns, customers are generally responsible for return shipping costs.

We recommend using a tracked shipping service and retaining proof of postage. Please contact us before sending any products back.

If a product is faulty, damaged, incorrect or otherwise does not meet applicable consumer guarantees, return shipping and other remedies will be handled in accordance with applicable consumer protection laws.

Australia & New Zealand Returns

Elevate Recovery accepts eligible returns from customers in both Australia and New Zealand.

Please do not send returns directly to our fulfilment centres unless specifically instructed to do so.

Refunds

Once your eligible return has been received and inspected, we'll notify you whether the refund has been approved.

Approved refunds are issued to the original payment method and are typically processed within 5–10 business days after approval.

Your bank or payment provider may require additional time for the refund to appear in your account.

Original Shipping Costs

Original shipping charges are generally non-refundable for voluntary change-of-mind returns. This does not affect any entitlement to reimbursement under applicable consumer protection laws.

Exchanges

If you need a different product or size, contact our team before returning your order. We'll explain the available options based on current stock.

Pre-Order Cancellations

If you've placed a pre-order and wish to cancel before dispatch, please contact our team. Unshipped pre-orders can be cancelled for a refund.

Once a pre-order has been dispatched, our standard returns conditions and applicable consumer rights apply.

12-Month Product Warranty

Elevate Recovery provides a 12-month manufacturer's warranty on its products from the date of purchase.

This voluntary warranty covers manufacturing defects and product faults arising under normal, intended use.

Warranty Exclusions

The manufacturer's warranty generally does not cover:

• Damage caused by misuse, neglect or accidental damage.
• Normal cosmetic wear and tear.
• Unauthorised modifications or repairs.
• Damage caused by use contrary to product instructions.

These exclusions apply to our voluntary manufacturer's warranty and do not override statutory consumer guarantees.

Submitting a Warranty Claim

To make a warranty claim, email info@elevaterecovery.shop with:

• Your order number
• A description of the issue
• Photos or videos showing the issue, where available

We'll review your claim and advise you of the next steps.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible so we can help resolve the issue.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund or another appropriate remedy.

Your Consumer Rights

Elevate Recovery provides a 12-month limited product warranty covering manufacturing defects and faults arising under normal, intended use, commencing from the date of purchase.

Warranty claims are handled directly by Elevate Recovery. Depending on the nature of the defect and the circumstances, an eligible claim may be resolved through repair, replacement or another appropriate remedy.

This warranty is provided in addition to, and does not limit or replace, any rights or remedies available under the New Zealand Consumer Guarantees Act 1993 or the Australian Consumer Law, where applicable.