Refund policy

Last updated: 5 October 2026

This policy explains how returns and refunds work for orders placed with Ellis & Vane, a brand operated by Montavo VOF (Netherlands, KvK 42055328).

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any rights you have under the Australian Consumer Law or any other law that cannot be excluded.

Faulty, damaged or incorrect items

If your item is faulty, damaged on arrival or not what you ordered, please email support@ellisandvane.com with your order number, a description of the problem and photos. We will work with you to provide a remedy in line with the Australian Consumer Law. We will cover reasonable costs of returning a faulty item.

Change-of-mind returns

If you would like to return an item that is not faulty, please email support@ellisandvane.com with your order number before sending anything back. We will let you know whether the item can be returned and what the next steps are.

How to start a return

To start a return, email support@ellisandvane.com with your order number and we will send you return instructions.

The address for returns is listed in our FAQ under "Where do I send my return?".

Exchanges

If you would like a different size or colour, please contact us at support@ellisandvane.com and we will let you know what options are available.

Refunds

Once we have received and inspected your return, we will let you know whether the refund has been approved. Approved refunds are made to your original payment method. Your bank or card provider may take additional time to process the refund.

Contact

Questions about returns or refunds? Email support@ellisandvane.com.