Refund policy

Refund & Returns Policy

Forms part of our Terms of Service

Section 1 — Your Rights Under Australian Consumer Law

Our Products come with consumer guarantees under the ACL that cannot be excluded, restricted, or modified. These guarantees include that Products will be of acceptable quality, fit for any disclosed purpose, and as described.

Major failure: You may choose a refund or replacement, plus compensation for any other reasonably foreseeable loss.

Minor failure: We may choose to repair or replace the Product, or provide a refund.

These ACL rights apply regardless of whether the Product has been opened or partially used.

Section 2 — Change of Mind Returns — 30 Days

In addition to your ACL rights, NIRÓU offers a 30-day change of mind return policy subject to the following conditions.

Eligible for return

  • The request is made within 30 days of delivery
  • The Product is unopened, in original undamaged packaging, with tamper-evident seal intact
  • Proof of purchase is provided

Not eligible for return

  • Products that have been opened, unsealed, or used
  • Products returned more than 30 days after delivery
  • Products damaged by the customer after delivery

Why we can't accept opened products for change of mind. NIRÓU is a consumable food product. Due to the perishable and consumable nature of these goods, and for food safety reasons, we cannot accept returns of opened or partially used Products except where required under ACL consumer guarantees.

Section 3 — Damaged, Defective, or Incorrect Products

If your Product arrives damaged, is defective, or is not what you ordered, please contact us within 7 days of delivery at support@nirou.com.au with your order number, a description of the issue, and photographs where applicable.

Where the issue is confirmed, we will offer a replacement, store credit, or full refund at your election. We cover return shipping for faulty or incorrectly supplied Products.

Section 4 — How to Request a Return

  1. Email support@nirou.com.au with your order number, reason for return, and (for damaged/defective Products) supporting photos.
  2. We will respond within 3 business days with return instructions.
  3. After receiving return instructions, send the Product using trackable postage to NIRÓU Returns, 25 Surrey Drive, Keilor East VIC 3033. Retain proof of postage.
  4. Once received and inspected, we will process your refund or replacement within 5 business days.

Postage costs: Change-of-mind return postage is at your expense. We cover postage for faulty, damaged, or incorrectly supplied Products.

Section 5 — Refund Method and Timing

Approved refunds are processed to your original payment method. Refunds typically appear within 5–10 business days depending on your bank or card provider. We are not responsible for delays caused by your financial institution. We do not issue cash refunds.

Section 6 — Exchanges

We do not offer direct exchanges. Please return the original Product for a refund (subject to conditions above) and place a new order for the alternative.