Refund policy
REFUND & RETURN POLICY
Your Rights Under Australian Consumer Law
At Nerano, we want you to love every product you receive. All of our products come with guarantees under the Australian Consumer Law, and we're committed to honouring your rights.
For a major failure, you are entitled to a replacement or refund, as well as compensation for any other reasonably foreseeable loss or damage.
For a minor failure, we will offer a repair, replacement, or store credit at our discretion. Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
Change of Mind
We understand that sometimes things don't work out, and that's okay. While we're unable to offer cash refunds for change-of-mind purchases, we'd love to help you find something you'll truly enjoy, so we're happy to offer store credit redeemable on any Nerano product.
To be eligible, here's what we ask:
- Contact our customer service team within 7 days of delivery to initiate a return
- The item must be in perfect, unused condition in its original packaging
- Please wait for approval from our team before sending anything back
- Return shipping costs are the responsibility of the customer
- Store credit will be issued once our team has inspected and approved the return
Please note — the following are not eligible for change of mind returns:
- Items that have been used, opened, or are not in their original condition
- Items returned without original packaging
- Items not in a resaleable condition
- Sale or discounted items marked as final sale
Wrong Item, Faulty or Damaged Products
We take great care in preparing every order, but if something isn't right — whether it's the wrong item, a fault*, or damage in transit — we'll make it right for you. Simply:
- Contact us within 48 hours of delivery to help us resolve your issue quickly and assist with any courier claims
- Send a photo clearly showing the issue to support@nerano.com.au
- Include your order number
We ask that you contact us within 48 hours to help us resolve your issue quickly. However, this timeframe does not limit your rights under the Australian Consumer Law.
Once verified, we'll offer you one of the following resolutions at your election:
- Store credit redeemable on any Nerano product
- Replacement of the item (subject to stock availability)
- Full refund to your original payment method
For a wrong item, a faulty or damaged product, return shipping costs are covered by Nerano — no out-of-pocket expense for you.
*A note on our candles
Our candles are hand-poured and crafted in small batches, which means each one is truly unique. Minor variations in surface texture, colour, or finish are a natural part of the artisan production process and are not considered faults — they're a hallmark of a handcrafted product. If you're ever unsure whether what you've received is a natural variation or a genuine fault, please don't hesitate to reach out, and we'll be happy to help.
Refund Processing
Once your return is approved, refunds will be processed within 5–10 business days to your original payment method. Timeframes may vary slightly depending on your financial institution.
Get in Touch
Have a question or haven't received your refund within the expected timeframe? We're here to help.