Refund Policy
At Nexxup, we want you to love what you ordered. If something isn't right, we're here to help. Please read our Refund Policy below to understand your options.
1. Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.Nothing in this policy limits or excludes your rights under the ACL.
2. Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, please contact us within 7 days of receiving your order. We will assess your claim and offer one of the following resolutions depending on the nature of the issue: a full refund to your original payment method, a replacement of the same item, or a store credit.To lodge a claim, please contact us at [your email address] with your order number, a description of the issue, and photos of the fault or damage where possible.
3. Incorrect Items
If you receive an item that is different from what you ordered, please contact us within 7 days of delivery. We will arrange for the correct item to be sent to you at no additional cost, or issue a full refund if the item is no longer available.
4. Change of Mind Returns
We understand that sometimes you change your mind. We accept change-of-mind returns under the following conditions: the request is made within 14 days of receiving your order, the item is in its original, unopened, and unused condition with all original packaging intact, and the item is not listed as a non-returnable product (see Section 6).Please note that return shipping costs for change-of-mind returns are the responsibility of the customer. We recommend using a tracked shipping service, as Nexxup is not responsible for items lost in return transit.Once we receive and inspect the returned item, we will process your refund or store credit within 5–7 business days.
5. Warranty Claims
Some products sold by Nexxup come with a manufacturer's warranty. If your product develops a fault after our 7-day return window, please refer to the manufacturer's warranty documentation included with your product. We are happy to assist you in facilitating a warranty claim where possible — just reach out to us at [your email address].
6. Non-Returnable Items
The following items are not eligible for change-of-mind returns: opened software, digital downloads or licence keys, items that have been used, damaged, or are missing original packaging, and any product marked as final sale or non-returnable at the time of purchase.Please note this does not affect your rights under the Australian Consumer Law for faulty or not-as-described items.
7. Refund Processing
Approved refunds will be processed to your original payment method within 5–7 business days of us receiving and approving your return. Processing times may vary depending on your bank or payment provider. You will receive an email confirmation once your refund has been issued.