Return & Refund

Returns, Exchanges & Warranty Policy

 

 

1. Consumer Guarantees Act Obligations

  • If a product is faulty or damaged due to our error, NuPack Packaging will provide either:
    • A full replacement at our cost, including shipping, or
    • A full refund, if a replacement isn’t available.
  • Customers must notify us of any fault via email at nupackau@gmail.com within 7 working days of delivery.
  • A Return Authority (RA) must be issued by us before goods are sent back.

 

2. Change of Mind & incorrect size or Non-Fault Returns

  • If a customer no longer needs the product or has changed their mind:
  • If the product doesn’t meet personal expectations but does match the description and is not faulty.
  • If Incorrect size is chosen though size description is correctly displayed.
  • Best practise is always check specifications carefully before purchasing.
  • Return or refund requests are evaluated case-by-case.
  • We reserve the right to accept or decline such requests.
  • Approved returns will incur a minimum $30 restocking fee or 10% of the order value, whichever is higher.

 

3. Return Eligibility & Process

To qualify for return:

  • Products must be:
    • Unused, in original packaging, and in original condition
    • Fully packed (no opened cartons, defaced boxes, or missing items)
  • Damaged or soiled packaging may result in partial refund or denial.
  • A valid Return Approval must be obtained prior to sending goods.
  • Returns must be sent to:
    100 Keilor Park Drive, Tullamarine VIC
    (Shipping at customer’s cost. A return shipping ticket can be issued and deducted from refund value.)

 

4. Return Window

  • Our policy lasts for 14 days from the purchase date.
  • After 14 days, unfortunately, we are unable to offer returns or refunds.

 

5. Refund Procedure

  • All returns require proof of purchase.
  • Once approved and inspected:
    • Refunds will be processed to the original payment method, minus original shipping costs.
    • You’ll receive notification of your refund status.
  • For delayed refunds:
  • Check with your card issuer or bank for expected processing times (up to 72 hours).

 

6. Exchanges

  • Items may only be exchanged if defective or damaged.
  • Contact us to initiate an exchange and send returns to:
    100 Keilor Park Drive, Tullamarine VIC

 

7. Shipping & Liability

  • Shipping costs for returns are non-refundable and borne by the customer.
  • For high-value returns, we recommend using a trackable service or shipping insurance.
  • We do not guarantee receipt of returned items without tracking.

 

8. Sale & Custom Items

  • Only regular-priced items are eligible for refund.
  • Custom and special-order products are non-returnable unless proven faulty or incorrect due to NuPack Packaging's error.

 

9. Policy Amendments

  • Terms and Conditions may be updated at any time, effective immediately once published on our website.