Refund policy
Returns and Refund Policy
We hope you love your NOBIA order. However, if something is not quite right, please review our returns policy below.
Change-of-Mind Returns
We offer a 30-day change-of-mind return policy on eligible NOBIA tools. You have 30 days from the date your order is delivered to request a return.
To be eligible for a change-of-mind return, your item must be:
- Unused, unopened and in its original condition
- In its original packaging with all seals, labels and tags intact
- Free from damage, marks or signs of use
- Accompanied by your receipt or other proof of purchase
For hygiene and safety reasons, tools that have been opened, used or removed from sealed packaging cannot be returned for change of mind.
To request a return, please contact us at enquiries@nobia.com.au before sending your item.
If your return is approved, we will provide you with the return address and instructions for sending your item back to us. Items returned without prior approval may not be accepted.
Customers are responsible for the cost of return postage for change-of-mind returns. We recommend using a tracked postal service, as NOBIA cannot be responsible for returned items that are lost or damaged in transit.
Original shipping charges are not refundable for change-of-mind returns.
Herbal Teas and Consumable Products
Due to health, hygiene and food-safety requirements, we do not accept change-of-mind returns or exchanges on:
- Herbal teas
- Tea blends
- Opened or sealed consumable products
- Personalised or custom tea blends
- Special-order products
Please choose carefully and review all ingredients before purchasing, particularly if you have allergies, sensitivities, are pregnant or breastfeeding, have a medical condition or take medication.
This exclusion does not affect your rights under the Australian Consumer Law if a product is faulty, unsafe, damaged, incorrectly supplied or not as described.
Personalised and Custom Products
Personalised herbal tea blends, custom orders and products made specifically for you cannot be returned or exchanged because you have changed your mind.
However, please contact us if your custom product arrives damaged, incorrect or faulty so we can assess the issue and provide an appropriate solution.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
Contact us promptly at enquiries@nobia.com.au if your item:
- Arrives damaged
- Is defective or unsafe
- Is not what you ordered
- Is missing from your order
- Is materially different from its description
Please include your order number, a description of the issue and clear photographs of the item and packaging where possible.
We will assess the issue and arrange an appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a replacement, refund or another suitable resolution.
Where an item is confirmed to be faulty, damaged or incorrectly supplied, NOBIA will cover reasonable return-postage costs or provide return instructions where required.
Exceptions and Non-Returnable Items
Unless required under the Australian Consumer Law, we do not accept change-of-mind returns for:
- Herbal teas and other consumable products
- Personalised or custom tea blends
- Opened, used or tested products
- Personal-care or hygiene products with broken seals
- Tools that show signs of use
- Gift cards
- Digital products, downloadable guides or e-books
- Clearance or final-sale products clearly identified as final sale
Sale items remain covered by the Australian Consumer Law if they are faulty, unsafe, incorrectly described or do not meet an applicable consumer guarantee.
Exchanges
We do not offer direct exchanges.
For an eligible change-of-mind item, the fastest way to receive another product is to request a return and place a separate order once the return has been approved.
Faulty or incorrectly supplied products will be handled in accordance with the Australian Consumer Law.
Refunds
Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed after approval. Your bank or payment provider may require additional time for the funds to appear in your account.
If more than 15 business days have passed since your refund was approved, please contact us at enquiries@nobia.com.au.
NOBIA is not responsible for delays caused by banks, card providers or payment-processing services.
Cancellations and Changes to Orders
Please contact us as soon as possible if you need to cancel or amend your order.
We will do our best to assist, but orders cannot be cancelled or changed once they have been processed, blended, packed or dispatched.
Personalised tea blends and custom orders may enter production shortly after purchase and may not be able to be cancelled.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
Our products come with consumer guarantees that cannot be excluded under Australian law. You may be entitled to a repair, replacement, refund or other remedy if a product fails to meet an applicable consumer guarantee.
Contact Us
For return, refund or order enquiries, please contact:
NOBIA
Email: enquiries@nobia.com.au