Refund policy

Effective date: 7 August 2026

This policy separates change-of-mind returns from problems such as faulty, damaged or incorrect goods. Nothing in this policy excludes rights that cannot be excluded under applicable consumer law.

30-day change-of-mind returns

You may request a change-of-mind return within 30 days after receiving the order. The item must be unused, in its original packaging and accompanied by proof of purchase.

  • Restocking fee: none.
  • Return postage: an AUD 8.50 prepaid-label fee is deducted from the refund for approved change-of-mind returns. Where another currency is displayed, Shopify Markets converts the AUD base amount.
  • Approval required: contact us before sending anything so the correct label and destination can be provided.

Faulty, damaged or incorrect goods

Contact us with the order number, a description of the problem and clear photos or video where reasonably helpful. We will assess the issue and provide the appropriate remedy.

  • No restocking fee applies.
  • Where a return is required, Nexara Living provides the return instructions and covers the approved return cost.
  • Depending on the issue and applicable law, the remedy may include repair, replacement, refund or another appropriate solution.

Australian customers have guarantees that cannot be excluded under the Australian Consumer Law. A 30-day change-of-mind period or a voluntary warranty does not impose a time limit on those rights.

How to request a return

  1. Use the Return Centre or email sales@nexaraliving.com.
  2. Provide the order number and reason for the request.
  3. Wait for approval, the correct return destination and any prepaid label before sending the item.
  4. Package the approved return securely and retain the carrier receipt or tracking reference.

Australian approved returns may be routed through Nexara Living, PO Box 59, Chevron Island QLD 4217. Do not send an item to this or any other address until the return instructions confirm it.

Refund timing

After an approved returned item is received and assessed, the refund is issued to the original payment method, generally within 10 business days. Banks and payment providers can take additional time to display the credit.

Exchanges

For a different product or variant, the normal process is to complete the approved return and place a new order. If an incorrect or faulty item was supplied, contact us before placing a replacement order.

EU 14-day cancellation right

Customers in the European Union may have a statutory right to cancel an eligible distance purchase within 14 days of receipt. Contact us for instructions. This right is separate from rights relating to faulty or misdescribed goods.

Product warranties and consumer guarantees

Any product-specific manufacturer warranty, if offered, is stated on the product page. Voluntary warranties are additional to rights that apply under consumer law and do not replace them.

Contact

Nexara Living — World of Shisha PTY LTD (ABN 83 656 958 468)
Email: sales@nexaraliving.com
Phone: +61 490 118 357
Support hours: Monday–Friday, 9:00 am–5:00 pm AEST