REFUNDS & RETURNS POLICY

Effective Date: 21 May 2026
Last Updated: 21 May 2026

At The Nurtura Co, we want you to feel confident when welcoming a Nurtura Baby into your home, organisation, or educational setting. This Refunds & Returns Policy outlines your rights under Australian Consumer Law, along with our returns, refund, replacement, and support processes for purchases made through our website.

AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement, repair, or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to meet acceptable quality standards and the failure does not amount to a major failure.

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

CHANGE OF MIND RETURNS

We understand that purchasing online can sometimes feel different once a product arrives. Therefore, we offer limited change-of-mind returns on eligible purchases.

We may accept approved change-of-mind returns within 14 days of delivery where:

• the item is unused and unhandled,
• the item remains in original condition,
• all included accessories, packaging, blankets, tags, ID bands, inserts, keepsakes, and inclusions are returned,
• the item has not been washed, bathed, modified, displayed, or used for photography, content creation, or demonstration purposes,
• and the return request is submitted and approved prior to the item being returned.

For hygiene, quality control, and product integrity reasons, we cannot accept returns on products that show signs of use, handling, washing, fragrance exposure, staining, smoke exposure, pet hair, cosmetic damage, or missing components.

Customers are responsible for return shipping costs for approved change-of-mind returns. Original shipping costs are non-refundable.

NON-RETURNABLE ITEMS

The following items are not eligible for change-of-mind returns:

• opened or used products,
• products with damaged or incomplete packaging,
• customised or special-order items,
• organisational or bulk orders unless otherwise agreed in writing,
• clearance or final sale items,
• and digital or downloadable products.

For hygiene and safety reasons, any included speaker components, audio accessories, or sealed inclusions must remain unopened and unused to be eligible for return.

DAMAGED, FAULTY, OR INCORRECT ITEMS

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:

• your order number,
• photographs of the item and packaging,
• and a description of the issue.

We may request additional information to assist with assessing the matter before arranging a replacement, repair, partial refund, or full refund where appropriate.

Please retain all original packaging until the matter has been resolved.

TRANSIT DAMAGE

While every Nurtura Baby is carefully packaged for shipment, damage can occasionally occur during transit.

If your parcel arrives visibly damaged, we recommend photographing the outer packaging before opening the parcel and contacting us as soon as possible.

BACKORDERS & PREORDERS

Some Nurtura Babies may occasionally be listed as available on backorder while new arrivals are being prepared.

Estimated turnaround times are provided on the relevant product page at the time of purchase. While we make every effort to meet these estimates, delays outside our control may occasionally occur.

If a significant delay arises, we will contact you using the details provided with your order.

ORGANISATIONAL ORDERS

Orders placed by organisations, schools, healthcare providers, aged care facilities, NDIS-related services, community programs, or other commercial entities may be subject to separate approval, fulfilment, shipping, and return arrangements.

Please contact us prior to purchase if you require clarification regarding organisational procurement requirements or return eligibility.

HOW TO REQUEST A RETURN

To request a return or report an issue with your order, please contact us with:

• your full name,
• order number,
• reason for the request,
• and supporting photographs where relevant.

Returns sent without prior approval may not be accepted.

CONTACT US

If you have any questions regarding this Refunds & Returns Policy, please contact:

Legal entity: NURTURA PTY LTD
Trading names: The Nurtura Co, Nurtura
ABN: 52 679 393 661
Website: www.thenurturaco.com.au
Email: care@thenurturaco.com.au

You can also contact us via our Contact page:
Contact Us