Returns Policy

At the nau we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from nau, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

This Refund, Return and Repair Policy is applicable to purchases made via nau only.

If you have any questions about this policy, please contact us.

Change of Mind

Please choose carefully as refunds are not provided where you have a change in mind, made a wrong selection or found the goods cheaper elsewhere.

Damaged Goods

Please contact us immediately should you consider your purchase to be damaged on arrival. This includes:

  • Unacceptable quality
  • Unfit for a particular purpose
  • Item does not match description
  • Goods Damaged in Transit

If any goods arrive damaged, please contact our team as soon as possible.  we will arrange for a replacement of the goods or refund the price to you.  Damaged goods must be returned in the condition received by you with any original packaging, accessories and/or manuals.

If you consider your goods damaged or to have been damaged in transit, please follow the below steps:

  • Report your return in writing to nau by contacting our team
  • Please wait for our reply and we will send you instructions shortly
  • Pack the goods to be returned as carefully as possible
  • Please retain original packing as this way the goods are ideally protected against damages in transit
  • The value of the goods will be credited to your account as soon as they have arrived in our warehouse and
  • gone through inspection
  • Our intention is to ensure that your returns process is easy, efficient and cost-efficient transaction for all parties.
  • Consumer Guarantees and Your Rights Under the Australian Consumer Law


All goods sold in Australia 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 for 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.

Please note, there may be circumstances where you are not entitled to a remedy.

For further information about the Australian Consumer Law and consumer guarantees, visit  www.consumerlaw.gov.au.

Refunds

Refunds will be made by nau via the method of payment you used to make your online purchase. Refunds will be processed as soon as the goods have arrived into our warehouse and have gone through inspection.


Returns and Repairs

Goods must be returned within a reasonable time.  This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.

If any goods cannot be easily returned to us, due to their size, the fault or because they have been affixed or installed in your premises, please contact us and we will arrange an inspection to assess the goods.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer's reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer's warranty do not apply.  We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.

Contact Us

Where you have any questions or concerns relating to your Order, please immediately contact our team.

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