Refund policy

Returns & Refund Policy

Last updated: 16 September 2026

At Nest & Grow, we want you to be happy with your purchase. If you have received an item that is faulty, damaged, incorrect, or you have simply changed your mind, please contact us and we will do our best to assist you.

This Returns & Refund Policy applies to purchases made through Nestandgrow.au.

1. Australian Consumer Law

Nest & Grow complies with the Australian Consumer Law (ACL).

Our products come with consumer guarantees that cannot be excluded under Australian law.

If a product has a major problem, you may be entitled to choose between a refund or replacement. If a product has a minor problem, we may repair, replace or otherwise remedy the problem within a reasonable time.

Nothing in this policy is intended to exclude, restrict or modify any rights you have under the Australian Consumer Law.

For more information about your consumer rights, please refer to the Australian Competition and Consumer Commission (ACCC).

2. Change-of-Mind Returns

If you change your mind about your purchase, we may accept a return provided that:

  • You contact us within 30 days of receiving your order.

  • The item is unused and in its original condition.

  • The item is in its original packaging, where reasonably applicable.

  • The item has not been damaged, altered, washed, assembled, used or otherwise treated in a way that reduces its condition or value.

  • You can provide reasonable proof of purchase.

Change-of-mind returns are subject to our approval.

Unless otherwise agreed, return postage for change-of-mind returns is the responsibility of the customer.

Original shipping charges are generally non-refundable for change-of-mind returns.

Once we receive and inspect the returned item, we will advise you whether the return has been accepted.

3. Faulty, Damaged or Incorrect Items

Please contact us as soon as reasonably possible if your order:

  • arrives damaged;

  • is faulty or defective;

  • is significantly different from the product description;

  • is missing an item; or

  • contains the wrong product.

Please email us with your order number and, where appropriate, photographs showing the problem.

We may ask you to provide photographs or other information so that we can assess the issue.

If the product is confirmed to have a problem covered by the Australian Consumer Law, we will provide the appropriate remedy.

Depending on the circumstances, this may include a:

  • repair;

  • replacement;

  • refund; or

  • other remedy required by law.

We will not require you to deal directly with the manufacturer to obtain a remedy where Australian Consumer Law requires Nest & Grow, as the retailer, to provide that remedy.

4. Products Damaged in Transit

If your order arrives damaged, please contact us as soon as possible after delivery.

Please provide:

  • your order number;

  • photographs of the damaged product;

  • photographs of the packaging; and

  • a brief description of the damage.

Please keep the original packaging until we have assessed the issue, as it may be required for a carrier or insurance claim.

Where the damage constitutes a failure covered by the Australian Consumer Law, we will provide the appropriate remedy.

5. Incorrect Items

If we have sent you the wrong product, please contact us before returning it.

We will arrange the appropriate return or replacement process and, where the error is ours, we will cover reasonable return shipping costs.

6. Refunds

Where a refund is approved, the refund will generally be made to the original payment method used for the purchase.

Once a refund has been processed, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.

We will advise you when your refund has been processed.

Where a refund is required under the Australian Consumer Law, we will process it in accordance with your legal rights.

7. Exchanges

We may offer an exchange for change-of-mind purchases where the requested replacement product is available.

For faulty or defective products, your rights to a replacement or other remedy are governed by the Australian Consumer Law.

Please contact us before sending any product back so that we can provide the appropriate instructions.

8. Sale Items

Sale or discounted products may be eligible for returns in accordance with this policy.

However, a product being on sale does not remove or reduce your rights under the Australian Consumer Law.

If a sale item has a problem covered by the Australian Consumer Law, we will provide the remedy required by law.

9. Items That Cannot Be Returned

For change-of-mind returns, certain products may not be eligible for return where they are:

  • personalised or made specifically for you;

  • opened or used where health, hygiene or safety considerations make a return inappropriate;

  • damaged after delivery through misuse or improper handling;

  • altered or modified by the customer; or

  • otherwise unable to be resold in their original condition.

These exclusions do not apply where doing so would restrict your rights under the Australian Consumer Law.

10. Return Shipping

For change-of-mind returns, the customer is generally responsible for return postage.

Where an item is returned because it is faulty, damaged, incorrect or otherwise covered by a consumer guarantee, Nest & Grow will handle reasonable return costs in accordance with the Australian Consumer Law.

If you have paid reasonable return costs for a product that is confirmed to have a problem covered by the Australian Consumer Law, please retain your postage or transport receipt.

11. How to Request a Return

To request a return, please contact us through the contact details provided on Nestandgrow.au.

Please include:

Order number:
Name:
Product:
Reason for return:
Photographs (if applicable):

Please do not send products back without first contacting us, as this may delay the processing of your return.

12. Assessment of Returned Products

Returned products may be inspected before a change-of-mind refund or exchange is approved.

We will assess the condition of the product and determine whether it meets the requirements of this policy.

This assessment does not limit or override your rights under the Australian Consumer Law.

13. Consumer Guarantees

Our goods 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 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.

14. Contact Us

If you have a question about a return, refund, exchange or faulty product, please contact Nest & Grow through the contact details available on Nestandgrow.au.

We are happy to discuss your circumstances and work with you to resolve the issue as quickly as reasonably possible.

Nest & Grow
Website: Nestandgrow.au

This policy is intended as general business information and should be reviewed against your particular products, fulfilment arrangements and business structure before publication.