Refund and Return Policy

At NAERA, we want you to love your purchase.
We understand that sometimes things don’t go as planned, and we’re here to help. This Returns & Refund Policy outlines your rights and our process for handling returns, exchanges, and refunds in line with the Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law
Under the ACL, you are entitled to a repair, replacement, or refund if a product you purchase:

Is faulty or defective.

Does not match the description or images provided.

Is not of acceptable quality.

Fails to perform as advertised or reasonably expected.

These consumer guarantees cannot be excluded by any business, including NAERA.

Please note: refunds are not automatically provided for a simple change of mind, incorrect choice, or misuse of the product.

Change of Mind Returns
Because many of our items are sourced and shipped directly from our trusted international suppliers, we unfortunately cannot offer returns or refunds for change of mind or if you simply ordered the wrong item or size.
We encourage you to check product descriptions and dimensions carefully before ordering.
If you believe your situation deserves an exception, please reach out to our customer support — we review all cases individually and will do our best to assist.

Damaged or Faulty Items
We take product quality very seriously and thoroughly check our items before dispatch.
However, in rare cases where an item arrives damaged, defective, or not as described, please contact us immediately.

To lodge a claim:

Email naerahomeware@outlook.com within 7 days of receiving your order.

Include:

Your order number.

A clear description of the issue.

Photos or videos showing the defect or damage.

Once received, we’ll assess the issue and arrange one of the following:

A replacement (for the same or similar item).

A repair (if applicable).

A full or partial refund, depending on the circumstances.

We’ll cover the cost of return shipping if the product is confirmed to be faulty or damaged.

Incorrect or Missing Items
If you’ve received the wrong product or an incomplete order, please notify us within 7 days of delivery.
We will:

Ship the correct item at no extra cost, or

Arrange a refund or store credit.

Please retain all packaging and items until we’ve confirmed next steps.

Return Process
If your return is approved, we’ll provide you with detailed return instructions, including the return address and shipping label (if applicable).

Conditions:

Items must be returned in unused, original condition, with packaging intact.

We cannot accept returns for used, damaged (by misuse), or custom/personalised items.

Proof of purchase (order confirmation or receipt) is required.

Please do not send any items back before receiving confirmation from our support team — unauthorised returns may not be accepted.

Refund Process
Once your returned item is received and inspected, we’ll send you an email notification. Approved refunds will be processed within 3–7 business days using your original payment method.
Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Late or Missing Refunds
If your refund hasn’t appeared after 10 business days:

Check your bank account again.
Contact your credit card company or payment provider.
If you’ve done all of this and still haven’t received it, please contact us at naerahomeware@outlook.com and we’ll investigate.

Sale or Clearance Items
Only regular-priced items may be refunded or exchanged. Sale, discounted, or clearance items are final sale, unless they are faulty or damaged upon arrival.

Shipping Costs for Returns
If a return is due to a fault or error on our part, we’ll cover the cost of return shipping. If the return is for another reason (e.g. customer error or change of mind, if approved), you may be responsible for return shipping costs.