Refund policy

We are committed to providing a positive shopping experience, however, if you are not completely satisfied with your purchase, we offer a refund or exchange for defective, damaged, or incorrectly sent items, in accordance with Australian Consumer Law.

Please read the following details to understand our return and refund process.

1. Eligibility for Returns

You have 30 days from the receipt of your item to request a return. To be eligible for a return, the item must meet the following conditions:

  • Be unworn or unused
  • Be in its original packaging
  • Have all tags attached
  • Include the receipt or proof of purchase

Please note: We do not offer returns, refunds, or replacements due to user error, such as incorrect selection of sizes, designs, colours, etc. Additionally, we cannot accept returns on sale items or gift cards. Custom products (such as personalised items) are also non-refundable unless they are defective or damaged.

2. Return Process

To initiate a return, please contact us at experiencenannup@nannup.wa.gov.au.

When contacting us, please include your reason for requesting a return and if possible provide photo evidence of any damage or incorrect items to help us process your request more promptly.

Returns must be sent to the address we provide, and items must be returned in the condition in which they were received. Please do not send items back without first requesting a return; items sent without prior approval will not be accepted.

If your return is accepted, we will provide further information and return shipping instructions.

3. Damaged or Defective Items

If your item is defective, damaged, or you receive the wrong item, please contact us immediately at experiencenannup@nannup.wa.gov.au. We will work with you to resolve the issue promptly. If necessary, we will initiate a claim with the carrier for lost or damaged items.

4. Refunds

Once we process your return request, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at experiencenannup@nannup.wa.gov.au.

5. International Returns

Due to high shipping costs, international returns are handled on a case-by-case basis. Please contact us for assistance with returns from outside Australia.

6. Exchange Policy

If you would like to exchange an item, the fastest way is to request a return for the item before placing a new order for the item you want. 

7. Exceptions to the Return Policy

The following items are non-returnable, and no refunds or exchanges will be provided:

  • Custom products (such as personalised items)
  • Sale items and gift cards

8. EU Cooling-Off Period

If you are located in the European Union, you have the right to cancel your order within 14 days of receipt for any reason, without needing to provide justification. As with other returns, the item must be in the same condition you received it, unused, with tags, and in its original packaging.

9. Return Shipping Costs

Customers are responsible for return shipping unless the item is defective, damaged, or incorrect. If we approve a return for a defective or incorrect item, we will cover the return shipping costs.

10. Contact Information

For any questions or concerns about our refund and return policy, please contact us at:

We appreciate your support and are here to assist you with any return or refund inquiries.

Please note that this policy may be updated periodically to reflect changes in our procedures or shipping costs.