Refund & Returns Policy

1. Australian Consumer Law

This policy operates alongside, and does not replace, your rights under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict, or limit any right or remedy the ACL gives you. If any part of this policy were ever inconsistent with the ACL, your legal rights take priority.

2. Consumer Guarantees

Under the ACL, products we sell come with guarantees that cannot be excluded — including that they are of acceptable quality, fit for the purpose they're sold for, and match the way they were described to you. If a product fails to meet one of these guarantees, you may be entitled to a repair, replacement, or refund, depending on whether the issue is considered major or minor. This policy describes how to raise that with us — it does not limit what the ACL already entitles you to.

3. Change of Mind

As at the date of this policy, NRICH does not offer a refund or exchange simply because you've changed your mind about a product. This is consistent with the ACL, which does not require businesses to offer change-of-mind refunds. If your circumstances are unusual, you're welcome to reach out on WhatsApp — we'll consider requests individually, but a change-of-mind return isn't guaranteed.

4. Incorrect Items Received

If you receive a different product to the one you ordered, please contact us on WhatsApp as soon as you notice. We'll arrange to correct this, which may include sending the right item or providing a refund, depending on the situation.

5. Damaged Items on Arrival

If your order arrives damaged, please contact us on WhatsApp as soon as possible, ideally with photos of the damaged item and its packaging (see Section 8). We'll assess the situation and work with you on the appropriate outcome.

6. Faulty or Defective Products

If you believe a product is faulty or defective, please get in touch with us on WhatsApp. Your options in this situation are protected by the consumer guarantees described in Section 2, and the remedy will depend on the nature and significance of the fault.

7. Return Request Process

NRICH doesn't currently have an automated returns system. All refund, return, or replacement requests are handled personally, starting with a message to us on WhatsApp. We'll talk you through what's needed for your specific situation from there.

8. Evidence Required

To help us assess your request quickly and fairly, we may ask for photographs of the product, its packaging, or the issue you've experienced — particularly for damaged, faulty, or incorrect items. This helps us understand the situation without needing you to return the item first in every case.

9. Refund Method

Where a refund is agreed, it will generally be returned to you using the same method you paid with — bank transfer or PayID — unless we agree on an alternative with you directly.

10. Return Shipping Responsibility

Where a product is faulty, damaged, or not what you ordered, NRICH will cover reasonable return shipping costs where this is required under the ACL. Where a return is arranged for another reason, at our discretion, return shipping is the customer's responsibility unless we tell you otherwise at the time.

11. Timeframes

NRICH does not currently have a fixed cut-off for raising a return or refund request — under the ACL, the timeframe that applies generally depends on the type of product and the nature of the issue, described as a "reasonable time." We'd still encourage you to get in touch as soon as you notice a problem, as it's usually easier for us to help sooner rather than later.

12. Refund Enquiries

If you have a question about a refund, return, or an order that hasn't gone to plan, you can reach us on WhatsApp, or by email at support@nrichskin.com.au.

13. Updates to This Policy

We may update this Refund & Returns Policy from time to time, including as our processes become more established. Any updates will be posted on this page, with a revised "last updated" date.