Returns & Refunds

At Ellie Smooth, we want you to feel confident in your purchase. If something isn’t right, get in touch with us at hello@elliesmooth.com and we’ll help you sort it out.

Something arrived damaged, faulty or incorrect?

If your order arrives damaged, faulty, defective or incorrect, please contact us as soon as possible at hello@elliesmooth.com.

Please include your order number and a photo or short video showing the issue where possible.

We’ll assess the issue and, where applicable, arrange an appropriate remedy in accordance with your rights under the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

Where the product needs to be returned to us because it is faulty, damaged or incorrect, Ellie Smooth will provide return instructions and cover reasonable return shipping costs where required.

Our Smooth Guarantee — 30-Day Returns

We want you to feel completely confident in your purchase — that’s what our Smooth Guarantee is all about.

If you change your mind, you may request a return within 30 days of the date your order was delivered.

For a change-of-mind return to be accepted, the item must be:

• unused;
• unopened;
• in its original condition;
• in its original packaging; and
• free from any signs of use or damage.

For change-of-mind returns, you are responsible for the cost of returning the item to us.

This return policy currently applies to orders shipped within Australia.

How do I request a return?

Email us at hello@elliesmooth.com within 30 days of delivery and include your order number and reason for the return.

Please wait for our return instructions before sending anything back to us.

Once your return is received and inspected, we’ll let you know whether it has been approved. If approved, your refund will be processed to your original payment method.

Please allow additional time for your bank or payment provider to process and display the refund.

Original shipping charges, where applicable, are not refundable for change-of-mind returns.

Who covers the return shipping cost?

Damaged, faulty or incorrect item: Where applicable, Ellie Smooth will cover reasonable return shipping costs and provide return instructions.

Change of mind: You are responsible for the cost of returning the item to us.

We recommend using a tracked shipping service for change-of-mind returns, as Ellie Smooth cannot be responsible for returned items that are lost in transit.

Returning The Glide

The Glide contains a rechargeable lithium-ion battery and may be subject to carrier requirements when being returned.

If you need to return The Glide, please contact us before sending it so we can provide the appropriate return instructions.

Please do not send The Glide back without contacting us first.

The Glide's 12-Month Warranty

In addition to your rights under the Australian Consumer Law, The Glide comes with a 12-month manufacturer's warranty from the date of purchase.

Coverage	The warranty covers manufacturing defects or failures occurring during normal use during the warranty period.
Duration	The warranty is valid for 12 months from the original date of purchase.
Exclusions	The manufacturer's warranty does not cover damage caused by misuse, unauthorised modifications, accidental damage, failure to follow the product instructions, or external causes, including water exposure beyond the product's specified water-resistance rating.
Making a claim	Contact us at hello@elliesmooth.com with your order details, proof of purchase and information about the issue. We may ask you to provide photographs or video to help us assess your claim.
Warranty remedies	Where a claim is covered by the manufacturer's warranty, we will arrange an appropriate repair or replacement.

Nothing in this manufacturer's warranty excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns & Refunds Policy or The Glide's 12-month manufacturer's warranty is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

Your rights under the Australian Consumer Law apply independently of our 30-day Smooth Guarantee and manufacturer's warranty.

A couple of limits to our Smooth Guarantee

Our change-of-mind 30-day Smooth Guarantee does not apply where:

• the product has been opened or used;
• the product has been damaged after delivery; or
• you refuse or fail to accept delivery of your order.

These limitations apply to change-of-mind returns only and do not affect your rights in relation to faulty, damaged, defective or incorrectly supplied products under the Australian Consumer Law.