Refund policy
We want you to feel confident shopping with us. If your item is not quite right, you may request a return within 30 days of receiving your order.
This policy applies to change-of-mind returns. Your rights under the Australian Consumer Law still apply if an item is faulty, damaged, or not as described. Under Australian Consumer Law, customers may be entitled to a repair, replacement, or refund when a product does not meet consumer guarantees.
Return eligibility
To be eligible for a return, your item must be:
- Returned within 30 days of delivery
- Unworn, unused, and unwashed
- In its original condition
- With tags attached, where applicable
- Free from marks, stains, perfume, deodorant, makeup, pet hair, or damage
We reserve the right to reject returns that do not meet these conditions.
Return shipping
Customers are responsible for the cost of return shipping.
To make returns easier, we can create an Australia Post return label for you. The cost of the return label will be deducted from your refund once your return has been received and approved.
How to request a return
To request a return, please contact us at: support@ninele.com
Please include:
- Your order number
- The item you would like to return
- The reason for return
Once your return is approved, we will email you an Australia Post return label and instructions on how to send your item back.
Refunds
Once we receive your return, we will inspect the item and notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method, minus the cost of the Australia Post return label.
Please allow a few business days for the refund to appear in your account, depending on your payment provider.
Exchanges
At this stage, we do not offer direct exchanges.
If you need a different size, colour, or style, please return your original item and place a new order.
Faulty, damaged, or incorrect items
Please contact us as soon as possible if your item arrives faulty, damaged, or incorrect.
We will review the issue and arrange a suitable solution, which may include a replacement, repair, or refund, in line with Australian Consumer Law.
For faulty or incorrect items, we will cover the cost of return shipping where required.
Sale items
Sale items may be returned within 30 days if they meet the return eligibility conditions above, unless marked as final sale.
Final sale items cannot be returned for change of mind, unless they are faulty, damaged, or not as described.
Non-returnable items
For hygiene reasons, we cannot accept returns on items that have been worn, washed, marked, damaged, or returned in an unsuitable condition.
Questions
For any return or refund questions, please contact us at: support@ninele.com