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REFUND POLICY

A legal disclaimer

REFUND & RETURNS POLICY

Effective Date: 22/03/2026
Business Name: Nova Nest AU
Website: novanestau.com
Contact Email: help.novanestau@gmail.com

1. Overview

At Nova Nest AU, we are committed to providing high-quality products. This policy outlines your rights and our obligations in relation to returns, refunds, and exchanges in accordance with the Australian Consumer Law.

2. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair if a product:

  • Is faulty or defective

  • Is not as described

  • Is not of acceptable quality

  • Is unsafe

These rights apply even if the product has been opened or used.

3. Change of Mind Returns

We do not offer refunds or exchanges for change of mind.

Due to the nature of our products (including body care items such as soaps), we cannot accept returns on items that have been:

  • Opened

  • Used

  • Exposed to potential contamination or hygiene risks

For hygiene and safety reasons, all change-of-mind purchases are final sale.

4. Damaged, Faulty, or Incorrect Items

If your item arrives:

  • Damaged

  • Faulty

  • Incorrect

Please contact us within 7 days of delivery at:
📧 help.novanestau@gmail.com

Include:

  • Your order number

  • A description of the issue

  • Clear photos of the product

We will assess the issue and, where applicable, provide:

  • A replacement

  • A refund

  • A store credit

5. Return Requirements

If a return is approved:

  • The item must be returned in its original packaging where possible

  • We may provide return instructions

We reserve the right to refuse a return if the item does not meet the required conditions (unless required under law).

6. Refunds

Approved refunds will be processed to your original payment method via Stripe.

Please allow:

  • 3–5 business days for processing

  • Additional time for your bank to complete the transaction

7. Shipping Costs

  • Shipping costs are non-refundable for change-of-mind purchases

  • If a product is confirmed faulty or incorrect, we will cover reasonable return shipping costs

8. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

  • Opened or used body products (including soaps)

  • Items exposed to contamination after delivery

  • Clearance or final sale items (unless faulty)

9. Allergic Reactions & Sensitivities

Customers are responsible for reviewing product ingredients before purchase.

We are not liable for allergic reactions or sensitivities unless the product is faulty or incorrectly labelled.

If you experience a reaction, discontinue use immediately and seek appropriate advice.

10. Order Cancellations

Orders cannot be cancelled once they have been processed or shipped.

If you need to make a change, contact us as soon as possible and we will do our best to assist.

11. Contact Us

For all return or refund enquiries, please contact:

📧 help.novanestau@gmail.com

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