Refund policy

Refund & Returns Policy

At Elrovan, we want you to sleep better — and we stand behind our product. Below are the ways we'll make things right if something isn't.

30-Night Sleep Trial

We offer a 30-Night Sleep Trial on every Elrovan Sleep Headband. If you're not sleeping better after giving it a fair go, we'll refund you — no need to return the product.

How to request a refund

To process your refund, email elrovan@outlook.com with the subject line "Sleep Trial Refund Request – [Your Order Number]". Your email must include all of the following information. Incomplete requests will be returned for completion and may delay processing.

1. Order verification

  • Your order number 
  • The full name and email address used at checkout
  • Date your order was delivered (per your tracking confirmation)
  • A clear photo of the headband you received, with your order number written on a piece of paper held next to it

2. Trial use details

  • The total number of nights you used the headband
  • Which side you primarily sleep on (left, right, back, mixed)
  • The type of audio you used it for (music, podcasts, white noise, sleep meditations, etc.)
  • Whether you used it primarily for sleep, side-sleeping, travel, partner snoring, tinnitus, or another purpose

3. The issue you experienced A detailed description (minimum 100 words) of why the headband didn't work for you. This feedback is used by our product team and supplier to improve future units, so genuine detail matters. Generic responses such as "didn't work" or "not for me" cannot be processed and will be returned for further detail.

4. Confirmation of troubleshooting Please confirm in writing that you have completed the following standard troubleshooting steps (these resolve the majority of reported issues):

  • Charged the unit for a full 3 hours before first use
  • Tested the headband with at least two different Bluetooth-paired devices
  • Tried the band in both orientations (rotated 180°, so the speakers sit on the opposite side of your head)
  • Adjusted the band tension to find a comfortable fit
  • Used the band for a minimum of 14 nights to allow your body to adjust to a new sleep accessory

If you have not completed all five steps, please do so before submitting your request. Most customers find one of these resolves the issue without needing a refund — and our team is happy to help you troubleshoot before you decide.

Processing

Once we receive a complete request, we will:

  1. Review your submission within 5 business days
  2. Contact you by email or phone (using the number on your order) to verify the details and confirm the refund
  3. Process the approved refund to your original payment method within 5–7 business days of verification

Refunds are issued to the original payment method only. We do not offer cash refunds, store credit transfers, or refunds to alternative accounts.

Trial terms

  • Available for orders shipped within Australia only.
  • One trial per customer, household, payment method, or shipping address.
  • Trial must be claimed within 30 nights of delivery date. Requests submitted after this window cannot be processed.
  • Minimum 14 nights of use required before a refund can be processed, so the product can be fairly evaluated.
  • Excluded: bulk orders of 3 or more units, and orders purchased with promotional discounts of 50% or greater.
  • Elrovan reserves the right to refuse or delay trial refunds where there is evidence of fraud, abuse of the offer, incomplete documentation, or where the customer has initiated a chargeback prior to completion of the refund process.
  • Customers who initiate a chargeback while a refund request is in progress forfeit eligibility for the Sleep Trial and may be reported to the relevant payment processor.

Change-of-Mind Returns

Outside of the 30-Night Sleep Trial, we do not accept change-of-mind returns or exchanges. Please choose carefully before purchasing.

Damaged or Faulty Items

Quality matters to us. If your item arrives damaged, defective, or not as described, contact us within 7 days of delivery at elrovan@outlook.com with the subject line "Faulty Item – [Your Order Number]".

Your email must include:

  • Your order number
  • The email used at checkout
  • A minimum of three clear, well-lit photos of the issue (the full product, a close-up of the defect, and the packaging it arrived in)
  • A short video (10–30 seconds) showing the defect in operation, if it is a functional fault rather than a cosmetic one
  • A description of when and how the issue was first noticed

We will assess and offer an appropriate remedy — repair, replacement, or refund — in line with your rights under Australian Consumer Law. Assessment typically takes 5–7 business days from receipt of a complete submission.

Warranty

All Elrovan products come with a 12-month warranty covering manufacturing defects from the date of delivery.

To make a warranty claim, contact us at elrovan@outlook.com with:

  • Your order number and proof of purchase
  • A detailed written description of the fault
  • Photos and a short video demonstrating the fault
  • Confirmation of the troubleshooting steps you have completed

Warranty does not cover:

  • Damage from misuse, accidental damage, or normal wear and tear
  • Damage caused by water exposure beyond ordinary use
  • Damage from unauthorised modifications or repairs
  • Battery degradation after 12 months of regular use
  • Cosmetic wear to the fabric (pilling, fading, stretching) from normal use

Warranty claims are assessed within 7–10 business days of receipt of a complete submission.

Wrong Item Received

If you received the wrong item, contact us within 7 days at elrovan@outlook.com with your order number and a photo of the item received. We'll resolve it at no cost to you.

Your Statutory Rights

This policy operates in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

Nothing in this policy is intended to exclude, restrict, or modify the application of the Australian Consumer Law or the exercise of any right or remedy conferred by it.

Contact Us

For any questions about this policy, returns, warranty, or your order:

Email: elrovan@outlook.com Response time: Within 24 hours, Monday to Friday (AEST)