Refund Policy
A legal disclaimer
Last updated: October 2025
At Nova Nest AU, every product is handmade with care, attention, and intention. Because of the handcrafted and personal nature of our products, we want to ensure every customer is happy while keeping our policies fair and transparent.
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1. Change of Mind
Please choose carefully. As our products are handmade and often custom-poured, we do not offer refunds or exchanges for change of mind, personal preference, or scent selection.
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2. Damaged or Faulty Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of receiving it.
To help us resolve the issue quickly, please include:
Your order number
A brief description of the issue
Clear photos of the product and packaging
Once reviewed, we may offer:
A replacement product, or
A store credit, or
A refund (in special circumstances)
📧 Email: help.novanestau@gmail.com
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3. Returns Process
If a return is approved, we’ll provide you with instructions and a return address.
Please do not send items back without contacting us first — unapproved returns may not be accepted.
Returned items must be:
Unused and in their original condition
Sent back within 7 business days of approval
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4. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
Used candles, soaps, or bath/body products
Custom orders or limited edition releases
Gift cards or sale items
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5. Refund Processing
Once we receive and inspect your return, we’ll notify you of the outcome.
Approved refunds will be processed to your original payment method within 5–10 business days, depending on your bank.
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6. Lost or Delayed Packages
Unfortunately, once your order is handed over to Australia Post, delays are beyond our control.
If your parcel is lost in transit, we’ll work with the postal service to investigate the issue — however, Nova Nest AU cannot guarantee replacement or refund for postal delays caused by third parties.
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7. Contact Us
We’re here to help. If you have any questions about your order, refunds, or returns, please reach out to us directly:
📧 Email: help.novanestau@gmail.com
📍 Business Name: Nova Nest AU
🇦🇺 Location: Wollongong, NSW, Australia