Refund Policy

Our priority at Nuturas is to ensure you are completely satisfied with your purchase. We follow the guidelines of Australian Consumer Law to protect your rights as a customer. Please review our return and refund policy carefully before making a purchase. By purchasing, you agree to the following terms and conditions.

SECTION 1 - Returns & Refunds

1.1 - 14-Day Risk-Free Money-Back Guarantee

We offer a 14-day "Risk-Free Money-Back Guarantee." If you are not satisfied with your product or simply change your mind within 14 days of receiving your item, you may be eligible for a refund, subject to the conditions below:

The product must be returned in its original condition—unopened, unused, and in the original packaging.
You must provide proof of purchase, such as an order number or receipt.

1.2 - Conditions for Refund Eligibility

To be eligible for a full refund, the following conditions must be met:

The item must be in the same condition you received it.
It must be unused, undamaged, and in its original packaging, including any accessories or manuals that were included.
Requests for refunds must be submitted within 14 days of receiving the product.

1.3 - Ineligible Refund Situations

Refunds will not be granted under the following conditions:

You’ve changed your mind after 14 days of receiving your order.
You made a mistake when ordering but informed us after the 14-day window.
You found the product cheaper elsewhere after making the purchase.
The product was used improperly, contrary to its intended purpose, or not following the provided instructions.
You no longer have use for the item.
You were aware of a product defect prior to purchase and proceeded with the order.

Please use our products carefully. If any substances or liquids cause damage to the product outside of these conditions, you will not be eligible for a return or refund beyond the 14-day period.

1.4 - Faulty or Damaged Items

If you receive an item that is faulty or damaged, you may request a replacement or a refund, provided the following conditions are met:

You must notify us immediately upon identifying the fault.
Evidence of the faulty product (images or videos) may be required to process your claim.
You must explain why the issue was not reported within the 14-day window if applicable.

In line with Australian Consumer Law, there is no strict time limit for reporting faulty products. However, we encourage you to report any defects as soon as possible.

SECTION 2 - Refund Process

2.1 - How to Initiate a Refund

To initiate a return or refund, you must contact us via our Contact Us page on the website. You will need to include the subject line “Refund Request” and provide your order number for reference.

We will provide instructions on how to return the item, including the return shipping address. Please note that contacting us via social media platforms may result in delayed responses—our official website contact form is the most efficient way to reach us.

2.2 - Return Shipping Costs

If the return is due to a faulty or damaged product, Nuturas will cover the cost of return shipping.
If the return is due to a change of mind within the 14-day window, you are responsible for covering the shipping costs.
Any returns outside the refund policy may be subject to our discretion, including partial refunds.

2.3 - Refund Method

Once your return is received and inspected, we will notify you about the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (credit card or PayPal) within 5-10 business days, depending on your financial institution.

2.4 - Late or Missing Refunds

If you haven’t received a refund within the expected timeframe:

First, check your bank account or credit card statement.
Contact your bank, as processing times may vary depending on the institution.

If you still have not received your refund after 10 business days, please contact us using our Contact Us form, and we will assist in resolving the issue promptly.

SECTION 3 - Special Return Conditions

3.1 - Non-Returnable Items

For health and safety reasons, certain personal use items cannot be returned if opened or used. This includes products that come in direct contact with skin, such as pillows, seat cushions, beauty devices, and other hygiene-related items. Once these items have been opened, they are not eligible for return or refund unless proven faulty.

3.2 - Restocking Fee

For change-of-mind returns, a 15% restocking fee may be deducted from your refund. This fee covers handling, inspection, and administrative costs associated with the return. The remaining refund amount will be credited to your account.

3.3 - Return Address

Do not send your returned item to the address on the packaging. Our return address will be provided after we confirm your refund request. Failure to send it to the correct address may result in the item being lost, and we will not be responsible for any lost packages.

SECTION 4 - Customer Responsibilities

4.1 - Consumer Obligations

As per Australian Consumer Law, consumers are not entitled to refunds if:

You simply change your mind after 14 days.
You find the product cheaper elsewhere.
You misuse the product or damage it through improper use.

Please ensure you check product descriptions, dimensions, and other details thoroughly before purchasing to avoid unnecessary issues.

4.2 - Opened and Used Products

Once a product is opened or used, it cannot be returned unless it is faulty. For products like vacuum-sealed items, they cannot be repackaged once opened, and therefore, cannot be returned.

SECTION 5 - Fraud Prevention & Cancellation

We reserve the right to cancel any orders flagged as suspicious or fraudulent. If your order is canceled due to fraud detection, your payment may take up to 10 business days to be refunded, depending on your bank's processing times.

Thank you for shopping with Nuturas. We strive to provide exceptional customer service and are committed to resolving any issues you may encounter with your purchase.

If you have any further questions, please reach out via our Contact Us page for prompt assistance.