Refund policy

Element Guard — Return & Refund Policy

At Element Guard, we build heavy-duty outdoor utility protection designed to withstand harsh Australian elements. We want you to be completely satisfied with your purchase.

Our Return & Refund Policy is designed to give you peace of mind while complying fully with the Australian Consumer Law (ACL).

1. Australian Consumer Law (ACL) Guarantees

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.

If a product arrives damaged, defective, or is incorrect, we will resolve the issue at no extra cost to you.

2. 30-Day Change of Mind & Sizing Returns

We understand that measuring caravans, pop-tops, boats, and trailers can sometimes be tricky. If you ordered the wrong size or simply changed your mind, we offer a 30-day return window from the date of delivery.

To be eligible for a Change of Mind or Exchange return:

The item must be unused, uninstalled, and in its original condition.
The cover must be folded cleanly back into its original packaging, including all straps, storage bags, and accessories.
You must provide proof of purchase (order number or email confirmation).

Change of Mind Conditions:

Return Shipping Costs: The customer is responsible for paying return shipping fees for change-of-mind returns or sizing exchanges.
Restocking / Repackaging: Items that have been fitted outdoors, dirtied, or damaged during trial fitting cannot be accepted for change-of-mind returns due to hygiene and resale standards.

3. 12-Month Limited Manufacturer Warranty

All Element Guard covers are backed by a 12-Month Warranty covering manufacturing defects, material failures, and stitching errors under normal outdoor use.

What is covered:

Faulty seams, stitching, or zippers.
Defective tie-down straps or buckle mechanisms.
Premature fabric tearing due to material defects under standard use.

What is NOT covered:

Normal wear and tear, fading, or weather discoloration over time.
Damage caused by sharp protruding edges on your caravan/boat (e.g., sharp solar panels, TV antennas, or unpadded gutter corners) — we strongly recommend padding sharp corners before fitting your cover.
Damage caused by extreme weather events (e.g., severe storms, cyclones, or hail impacts).
Improper installation, forced fitting onto an oversized vehicle, or misuse.

4. Damaged or Defective Items on Delivery

If your item arrives damaged in transit or appears defective upon opening:

Take clear photos or a short video showing the issue/damage along with the packaging and shipping label.
Contact our support team within 7 days of delivery at lifemaxxer4@gmail.com
Once verified, we will arrange a prepaid return shipping label and issue a free replacement or full refund promptly.

5. How to Initiate a Return (Step-by-Step)

Important: Please do not send returns back to the sender address printed on your package without contacting us first. Returns shipped without an approved Return Merchandise Authorisation (RMA) number cannot be processed.

Email lifemaxxer4@gmail.com with your Order Number and reason for return.
Our support team will review your request within 24 hours and provide you with return instructions and the correct Australian fulfillment warehouse address.
Package the item securely in its original box/bag.
Once received and inspected at our warehouse, your refund or exchange will be processed.

6. Refund Processing Time

Approved refunds are credited directly back to your original payment method (Credit Card, Debit Card, PayPal, Afterpay, or Apple Pay).
Please allow 3 to 5 business days for the funds to reflect in your bank account once the refund has been processed.