Refund policy
At Element Care, we aim to provide a professional, transparent and customer-focused experience across both our automotive services and retail products. This policy outlines how returns, refunds, cancellations and service concerns are handled.
1. Services
This section applies to services including, but not limited to, paint protection film (PPF), window tinting, ceramic coatings, detailing, vinyl wrapping and related automotive care services.
Certified Contractors
Element Care may conduct certain services through trusted and certified contractors where appropriate. All contractors engaged by Element Care are selected to support our quality standards, service expectations and customer experience.
Where a contractor is involved, Element Care remains your primary point of contact for booking, communication and service-related enquiries.
Booking Deposits
Deposits paid toward services are used to secure your booking allocation, preparation time, materials and scheduling.
- Deposits are generally non-refundable once a booking is confirmed.
- In certain circumstances, Element Care may approve a deposit transfer or credit at our discretion.
- Approved refunds are subject to a non-refundable 5% administration fee to cover operational and transaction costs.
Cancellations & Rescheduling
We understand plans can change and will always aim to work with customers fairly.
More than 72 hours before booking
- Bookings may be rescheduled at no charge.
- Refund requests may be considered, subject to the 5% administration fee.
Within 72 hours of booking
- Deposits may become partially or fully non-refundable due to allocated labour, materials and reserved workshop time.
Failure to Attend / No Show
- Deposits may be forfeited entirely.
Service Satisfaction
Customer satisfaction is important to us and we encourage customers to contact us directly should any concerns arise following a service.
If you believe there is an issue relating to workmanship, please contact us as soon as possible after collection. We may request photos, videos or an in-person inspection. Where deemed appropriate, we will work with you to reasonably rectify verified workmanship-related concerns.
Important Service Notes
Automotive services may involve variables outside of Element Care’s control, including existing paint defects, previous repairs or repainting, age-related deterioration, improper prior installations and manufacturer inconsistencies.
Element Care is not responsible for pre-existing vehicle damage or defects, damage caused by previous repairs or weak paint, improper aftercare or maintenance, normal wear and tear, or third-party modifications after service completion.
Customers are responsible for inspecting their vehicle upon collection and notifying us of any concerns promptly.
2. Retail Products & Consumables
Change of Mind Returns
We may accept change of mind returns on eligible products within 14 days of delivery or collection, provided:
- The item is unused.
- The item remains unopened and in original packaging.
- The item is in resalable condition.
- Proof of purchase is provided.
Approved change of mind returns may be subject to a 15% restocking fee, which includes the non-refundable 5% administration fee.
Original shipping costs are non-refundable. Return shipping costs are the responsibility of the customer unless otherwise agreed.
Non-Returnable Items
The following items are generally non-returnable unless required under Australian Consumer Law:
- Opened consumables or chemicals
- Used products
- Clearance or final sale items
- Custom ordered items
- Special order products
- Gift cards
- Installed products or accessories
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery with your order number and photos of the issue and packaging.
Where a product is confirmed to be faulty or supplied incorrectly, Element Care will work with you to provide a replacement, repair, store credit or refund in accordance with Australian Consumer Law.
3. Refund Processing
Where a refund is approved, refunds are generally processed back to the original payment method. Processing times may vary depending on your payment provider or financial institution.
Approved refunds are subject to a non-refundable 5% administration fee unless otherwise required under Australian Consumer Law.
4. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies rights you may have under the Australian Consumer Law.
Customers are entitled to remedies available under applicable consumer protection legislation where goods or services fail to meet consumer guarantees.
5. Contact Us
For all return, refund or service enquiries, please contact through the contact form here