Returns & Refunds
We want you to love your Nuula order. If something isn’t quite right, we offer a 30-day change-of-mind return period, along with our 14-Night Comfort Guarantee.
14-Night Comfort Guarantee
We created Nuula to make your downtime cooler, softer and more comfortable, and we’re confident you’ll feel the difference.
You can try your Nuula pyjamas for up to 14 nights from the date of delivery. If you don’t love how they feel, you can return them for a refund under our 14-Night Comfort Guarantee.
Items returned under the Comfort Guarantee may be worn and washed. They must still be returned in reasonable condition and must not be damaged through misuse, alteration, improper care or treatment beyond normal wear.
To use the Comfort Guarantee:
- Contact us within 14 days of delivery
- Provide your order number
- Wait for your return to be approved before sending the item back
- Follow the return instructions provided by our team
The 14-Night Comfort Guarantee is limited to one claim per customer.
Customers are responsible for return postage under the Comfort Guarantee. Original shipping charges are non-refundable unless required by law.
Once your return has been received and inspected, an approved refund will be issued to your original payment method.
Our 14-Night Comfort Guarantee is provided in addition to your rights under the Australian Consumer Law.
30-Day Change-of-Mind Returns
Changed your mind? Eligible items may be returned within 30 days of delivery.
To qualify for a change-of-mind return, items must be:
- Unworn, unwashed and unused
- In their original condition
- Returned with all original tags attached
- Free from makeup, deodorant, perfume, pet hair, marks or other signs of wear
These conditions do not apply to products returned under our 14-Night Comfort Guarantee or where you are exercising rights under Australian Consumer Law.
Customers are responsible for return postage for change-of-mind returns.
Original shipping charges are non-refundable.
Bundles and Multi-Item Offers
If products were purchased as part of a bundle, multi-buy offer or promotional set, the full bundle must be returned to receive a full refund for that bundle, unless otherwise stated.
If only part of a bundle is returned, the refund may be recalculated based on the price that would have applied to the items kept.
Any refund will be based on the amount actually paid, including any discounts or promotional offers applied to the order.
Exchanges
If you would like to exchange an item for another size or colour, contact us at hello@nuula.com.au
Exchanges are subject to stock availability.
If your preferred replacement is unavailable, we may offer a refund or another suitable option.
Sale and Promotional Items
Items purchased during a sale or promotion are eligible for our standard change-of-mind returns unless they were clearly marked as final sale before purchase.
Final-sale conditions do not affect your rights under Australian Consumer Law. Faulty, damaged or defective products may still be eligible for a remedy regardless of whether they were purchased on sale.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at hello@nuula.com.au
Please include:
- Your order number
- A description of the issue
- Photos where helpful
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the issue, you may be entitled to a repair, replacement, refund or other remedy. Where a product has a major failure, you may generally choose between a refund or replacement.
Where required under Australian Consumer Law, Nuula will cover reasonable return costs associated with faulty, damaged or defective goods.
How to Start a Return
Before returning any item, please contact us at hello@nuula.com.au
Include:
- Your order number
- The item you would like to return
- Your reason for returning it
- Photos if the product is faulty, damaged or incorrect
Please do not send a return before receiving approval and return instructions from us.
Returns sent without approval may take longer to process.
Return Inspection
Once your return reaches us, we will inspect it to make sure it meets the relevant return conditions.
We aim to process returns within 5 business days of receiving them.
If a change-of-mind return does not meet the conditions outlined in this policy, we may decline the return and arrange for the item to be sent back to you at your cost.
This does not apply where you are entitled to a remedy under Australian Consumer Law.
Refunds
Once your return has been inspected and approved, your refund will be issued to the original payment method.
Refunds are based on the amount actually paid for the returned item after any discounts or promotional offers.
Please allow several business days after your refund has been processed for it to appear in your account. Processing times vary depending on your bank or payment provider.
Original shipping charges are non-refundable unless required by law.
International Returns
International customers may return eligible items under the same conditions outlined above.
Customers are responsible for international return postage for change-of-mind returns and returns under the 14-Night Comfort Guarantee.
Duties, taxes or import charges paid directly to customs authorities or other third parties may not be refundable by Nuula.
Australian Consumer Law
Nothing in this Returns & Refunds Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Your rights under Australian Consumer Law are separate from, and are not limited by, Nuula’s 14-Night Comfort Guarantee or 30-day change-of-mind return period.
Contact
Nuula
Email: hello@nuula.com.au
