Refund policy
RETURN AND REFUND POLICY
Change of mind returns
We accept change of mind returns within 30 days of delivery.
To be eligible, the item must be unused, free of pet hair, and returned with all accessories and original packaging. The item may have been opened.
You are responsible for return postage costs on change of mind returns. We recommend using a tracked service, as we cannot process a refund for an item we do not receive.
There is no restocking fee.
How to return an item
- Email hello@nalaco.com.au with your order number before sending anything back.
- Post the item to: Nalaco, 307/261 Bridge Road, Richmond VIC 3121
- Include a note inside the parcel with your order number and the email address used to place the order. Without this we cannot identify your return.
Refunds are processed within 10 business days of the item arriving at the above address, back to your original payment method.
Faulty or damaged items
Our goods come with guarantees that cannot be excluded under the 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 and the failure does not amount to a major failure.
If your item is faulty, damaged in transit, or not as described, contact us at hello@nalaco.com.au with your order number and photos or video showing the problem.
We will cover return postage for faulty items, and will repair, replace or refund in line with your rights under the Australian Consumer Law. These rights are not limited to the 30 day change of mind period.
Items not eligible for change of mind return
Items that have been used, have pet hair on them, or are returned incomplete are not eligible for a change of mind refund. This does not affect your rights if the item is faulty.
Questions
Email hello@nalaco.com.au. We respond within 24 hours, Monday to Friday.