Refund policy
RETURNS, REFUNDS & EXCHANGES POLICY
Most Nesian Kulture products are made to order.
For customers outside the European Union, we do not accept returns, refunds or exchanges for change of mind, incorrect size selection or unwanted items, unless required by applicable consumer law.
Eligible European Union customers may request cancellation or return within 14 days under the EU right of withdrawal. This period begins after the last item in the order is delivered. Clearly personalised or customised products may be excluded from this right.
To request an eligible return or cancellation, sign in to your NK customer account:
https://account.nesiankulture.com.au
Customers are responsible for return postage for change-of-mind returns unless NK agrees otherwise or applicable law requires NK to cover the cost.
Please review all product descriptions, sizing information and order details carefully before placing your order.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your item arrives faulty, damaged, defective, materially different from its description, or you receive the wrong item, contact us as soon as possible.
Email: contact@nesiankulture.com.au
Please include:
• Your order number
• A brief description of the issue
• Clear photos of the item and packaging
Once reviewed, we will provide the appropriate remedy, which may include a repair, replacement, exchange, refund or store credit, depending on the issue and the rights available under applicable consumer law.
Nothing in this policy limits any rights you may have under the Australian Consumer Law or other applicable consumer protection laws. Australian consumer guarantees may continue beyond a stated return period.
Where NK is responsible for a faulty, damaged or incorrect item, NK will provide return instructions and cover reasonable return costs where required by law.
Do not send an item back before receiving return instructions from NK.
MISSING ITEMS
If an item is missing from your order, contact us as soon as possible.
Please include:
• Your order number
• The missing item
• A photo of the package received
We will review the order and provide an appropriate resolution.
ITEMS THAT MAY NOT BE ELIGIBLE FOR CHANGE-OF-MIND RETURNS
Unless required by applicable consumer law, the following items may not be eligible for change-of-mind returns, refunds or exchanges:
• Clearly personalised or customised products
• Items made using customer-supplied names, wording, images or specifications
• Incorrect size selections made by the customer
• Used, worn or washed items
• Items damaged after delivery
• Gift cards
• Final-sale items
A product is not automatically excluded from EU withdrawal rights only because it is made after the order is placed. The exclusion generally applies where the product is genuinely personalised or made to the customer’s individual specifications.
Faulty, damaged, incorrect or misdescribed items remain covered by applicable consumer law.
EU RETURNS
Eligible European Union customers must submit their withdrawal request within 14 days after delivery of the last item in the order.
After submitting the request, the customer must return the item using the instructions provided by NK.
Returned items should be unused, unworn and returned with their original packaging where reasonably possible.
NK may delay the refund until the returned goods are received or the customer provides evidence that the goods have been sent back, where permitted by law.
EU refunds will be processed in accordance with the required legal timeframe. Shopify advises merchants to process EU refunds promptly and within 14 days of the cancellation request, subject to the applicable rules around return of the goods.
REFUND PROCESSING
Approved refunds will be issued to the original payment method unless another method is required or agreed.
Please allow up to 5 business days for NK to process an approved refund. Your bank or payment provider may require additional time for the funds to appear.
Original standard delivery charges will be refunded where required by applicable law. Extra delivery charges chosen by the customer, such as a more expensive shipping method, may not be refundable.
CONTACT
For return, refund, exchange, cancellation or order enquiries:
One Family. Many Islands.