Overview
We are committed to ensuring your satisfaction with every purchase. We understand that there may be occasions when you need to return a product. Our returns policy ensures that this process is easy and hassle-free for you as possible.
Change of Mind Return Eligibility
1. Time Frame: Products must be returned within 14 days from the date of purchase.
2. Condition: Items must be unused, unopened, in their original packaging and in resalable condition.
3. Proof of Purchase: A receipt or proof of purchase is required for all returns.
Outcome: You can request a refund as store credit. Note postage will not be refunded.
Faulty or Damaged Item Return Eligibility
1. You must contact our customer service team with a photo/video and detailed description of the fault or damage within 24 hours of delivery.
2. Proof of Purchase: A receipt or proof of purchase is required for all returns.
Outcome: You can request a replacement or refund.
Incorrect Item(s) Received Return Eligibility
1. If you receive an item that you have not ordered, please email our Customer Care team within 24 hours with a photo/video of the product(s) you have received as well as your picking ticket and postage box.
2. Please do not open or dispose of any item(s) until we have been in contact with you. Any incorrect items that are opened or disposed of will be void.
3. Proof of Purchase: A receipt or proof of purchase is required for all returns.
Outcome: You can choose keep the incorrect item as a replacement of the missing item or request a direct replacement for the missing item or obtain a refund for the missing item.
Non-Returnable Items
Gift cards
Sale items (unless defective or damaged)
Items purchased from third-party retailers
Return Process
1. Initiate a Return: Contact our customer service team at support @ nuallume .com or 1300 306 109 to initiate a return. Please provide your order number and the reason for the return.
2. Prepare Your Return: Once your return request is approved, securely pack the items in their original packaging, including all original packing materials, documentation, and accessories.
3. Shipping Your Return: Ship the return package to the address provided by our customer service team. We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for returns that are lost or damaged in transit.
4. Return Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your return. If approved, your replacement/credit/refund will be processed.
5. Replacement/Credit/Refund: For replacements, your items will be sent out to you within 5-10 business days. For Credits, a credit voucher will be issued to you via email within 5-10 business days. Any refund credit will automatically be applied to your original method of payment within 5-10 business days.
This policy is in addition to your rights under Australian Consumer Law.