Returns & Refunds Policy

At Nemo Australia, your satisfaction matters to us. If you are not completely happy with your purchase, please review our returns policy below.

Eligibility for Returns

We accept returns under the following conditions:

  • The item must be unused or lightly tested
  • The product must be in its original packaging
  • The return request must be made within 14 days of delivery

Due to hygiene and personal care considerations, heavily used products cannot be accepted for return.

How to Request a Return

To initiate a return:

  1. Email our support team with your order number and reason for return.
  2. Wait for confirmation and return instructions.
  3. Package the item securely to prevent damage in transit.

Customers are responsible for return shipping costs unless the product is faulty.

We recommend using a trackable shipping method, as we are not responsible for returns lost in transit.

Refund Process

Once your return is received and inspected:

  • Approved refunds will be processed to your original payment method.
  • Please allow 5–10 business days for the refund to appear, depending on your bank.

Original shipping costs are non-refundable unless the item is deemed faulty.

Faulty or Damaged Items

If your product arrives faulty or becomes defective within a reasonable timeframe:

  • Contact us within 7 days of receiving your item.
  • Provide photo evidence clearly showing the issue.
  • Include your order number.

If approved, we will offer:

  • A free replacement, or
  • A full refund

For confirmed faulty items, we cover return shipping costs.

Change of Mind

We understand that sometimes you may change your mind. Change-of-mind returns are accepted if the product meets eligibility conditions. Return shipping costs remain the responsibility of the customer.

Non-Returnable Items

We cannot accept returns for:

  • Used filters beyond light testing
  • Items not in original packaging
  • Products damaged due to misuse or incorrect installation

Australian Consumer Law

Nothing in this policy excludes or limits your rights under Australian Consumer Law. You are entitled to a replacement or refund for major faults and compensation for reasonably foreseeable loss or damage.

We stand behind the quality of Nemo Vitamin Shower Filters and are here to ensure you feel confident in your purchase. If you have any concerns, please contact our team, we’re here to help.