Return Policy
Return Policy
At Nelson Bay Boutique, we’re committed to ensuring your shopping experience is as smooth and worry-free as possible. While we stand behind the quality of our products, we understand that sometimes returns are necessary. That’s why we offer a 50-day money-back guarantee for your peace of mind. However, there are specific guidelines we follow to maintain the quality and sustainability of our business.
Important Notice – Conditions for Returns
You are NOT eligible for a FULL refund if:
- The product has no damages, issues, or problems (i.e., the item meets our quality standards).
- The product has been damaged due to customer use, wear, washing, or alterations.
- Tags or labels have been removed.
- The product has been worn outside or shows signs of use.
- The item falls under the hygiene category (e.g., intimate apparel, swimwear).
- You provided incorrect sizing information during ordering.
- The delivery failed due to incorrect address information or refusal of shipment.
- The return period of 50 days from receipt of the product has expired.
Important: Always contact us before initiating a return. Returns sent back without prior approval will not be accepted.
For any questions or concerns, contact us at info@nelsonbay-boutique.com with "RETURN" in the subject line.
General Return/Exchange Process
To request a return or exchange, simply follow these steps:
-
Contact Us:
Email us at info@nelsonbay-boutique.com with your order number and reason for the return. Our team will guide you through the process. -
Receive Instructions:
Once your request is approved, we will provide the return address and instructions. -
Send Your Package:
Return the item within 7 days of receiving our instructions. Use a shipping method with a Track & Trace code, as we cannot be held responsible for lost returns.
Please Note:
- Customers are responsible for return shipping costs to our warehouse.
- Our central warehouse is located overseas, and return shipping costs typically range from AUD 25 to AUD 50, depending on your location.
-
Inspection and Refund:
Once we receive your return, we will inspect the item to ensure it meets our conditions. This process typically takes 3-5 business days. -
Receive Your Refund:
Refunds will be processed within 5 business days after inspection. You will receive an email notification when:- Your return package is received.
- Your refund is issued.
Refunds may take up to 7 days to appear in your account, depending on your bank. If you haven’t received your refund after this time, please contact us at info@nelsonbay-boutique.com.
Damages and Issues
Please inspect your order upon receipt. If you notice any damages, defects, or wrong items, contact us immediately at info@nelsonbay-boutique.com. We will evaluate the issue and work to resolve it promptly.
Delivery Issues
Nelson Bay Boutique is not responsible for failed deliveries due to customer negligence. This includes:
- Providing an incorrect address during checkout.
- Refusing shipment upon delivery.
If you notice an incorrect address or issue after placing your order, contact us immediately at info@nelsonbay-boutique.com with your order number and correct details.
Important Notes:
- To be eligible for a refund or exchange, the returned product must be in its original, unused condition, with all tags and labels intact.
- We reserve the right to refuse returns if items show signs of use, wear, or damage beyond our control.
- Return shipping costs are the responsibility of the customer.
- Returns must be sent to the designated warehouse address we provide during the return process. Do not send items to the sender’s address on your package.
At Nelson Bay Boutique, we strive to make the return process as seamless and transparent as possible while protecting our business. If you have any questions or need further assistance, feel free to contact us at info@nelsonbay-boutique.com.
Thank you for choosing Nelson Bay Boutique!