Return policy

At NEBULAU, we strictly manage product safety and manufacturing quality to ensure a reliable experience for our customers in Australia. We are committed to fairness, transparency, and full compliance with the Australian Consumer Law (ACL).

Order Cancellation
We accept order cancellations prior to the product being shipped or processed for dispatch. If your order is successfully cancelled before dispatch, you will receive a full refund to your original payment method. Once an order has been dispatched from our local warehouse, we can no longer cancel the shipment, though you may still be eligible to return it under our return guidelines below.

Returns & Change of Mind
Under Australian Consumer Law, 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 the goods fail to be of acceptable quality.

In addition to your statutory rights, we accept product returns within 14 days of receipt. To be eligible for a return, items must be unused, in the same condition that you received them, and in their original packaging with proof of purchase. Please do not send your purchase back directly to the manufacturer; contact our support team first to obtain the correct return address.

Customers will only be charged a maximum of one shipping fee for any applicable return process, and no restocking fees will ever be charged to consumers.

Refunds & Processing
Once your returned item is received and inspected at our facility, we will email you a notification of receipt and advise whether your refund has been approved or rejected. If approved, your refund will be automatically processed, and a credit will be applied to your original method of payment within a specified number of days.

Late or Missing Refunds
If you have not received an approved refund yet, please check your bank account again, then contact your credit card issuer or bank, as processing times vary before funds officially post.