Refund policy
Returns & Money Back Guarantee
We’re so confident you’ll LOVE Nelli that we proudly offer a 30-day Happiness Money Back Guarantee!
If Nelli isn’t the right fit for your family, simply contact us at support@nelli.com.au within 30 days of receiving your shipment, and we’ll happily process a full refund.
Conditions:
- Refund requests must be made within 30 days of receiving your shipment.
- Items must be returned in their original, working condition, free from damage.
- Return shipping costs are the responsibility of the customer and are non-refundable.
- Refunds will be processed once we receive and inspect the returned items.
- We reserve the right to refuse a refund if the product is returned damaged, incomplete, or not in working condition.
- Please note: Orders placed using NDIS funds or via NDIS invoices are not eligible for the 30-day satisfaction Money Back Guarantee.
Product Warranty
1 Year Product Warranty Policy
If you purchased a Nelli Product through our webstore, we offer a 1 year product warranty. A faulty product or manufacturer fault within 1 year from the date of purchase is eligible for a replacement free of charge, including free postage.
To initiate a return for a Nelli Product purchased through our webstore, please email our customer service team (support@nelli.com.au). We will provide a prepaid shipping label so that you do not incur return shipping costs. Products must be returned to us within 14 days of receipt of the prepaid shipping label.