Refund policy
At The Neural Nomads, we stand behind the quality of our products. Customer satisfaction is important to us, and if something isn’t right with your order, we’re here to help. Please read our policy below to understand our process for returns and refunds.
1. Return Window
We accept returns for faulty items, incorrect sizing, or change of mind within 30 days of receiving your order.
2. Return Process
If your item is faulty, damaged, or incorrect, please contact us at support@theneuralnomads.com within 30 days of receiving your order. Include your order number and photos of the issue.
Once your return is accepted, we will provide instructions on how and where to send your item.
Please note: Under Australian Consumer Law, original packaging is not required if the item is being returned because it is faulty or does not match the description.
3. Return Shipping
Faulty or damaged items are eligible for replacement or refund under Australian Consumer Law. For returns due to change of mind or incorrect sizing, the customer is responsible for the cost of return shipping. Items must be returned unworn, unused, and in their original packaging.
Unauthorized returns—items sent back without contacting us first—will not be accepted.
Return Address:
16 Bimburra Ave
St Ives NSW 2075
Australia
4. Damaged or Incorrect Items
Although all items are inspected before shipping, if you receive a misprint, defect, or incorrect item, please contact us immediately.
We may request clear photos or videos of the item to verify the issue before processing a replacement or refund.
5. Fees & Refunds
Restocking Fee: $0. No restocking fees apply to any authorized returns.
Processing: Once we receive and inspect your return, we will notify you of the approval status. Returns are typically inspected within 3–5 business days.
If approved, refunds will be issued automatically to your original payment method within 10 business days.
6. Lost or Stolen Packages
If your tracking shows the package as delivered but you have not received it, please check with your neighbors and local post office. If it is still missing, please contact us at support@theneuralnomads.com and we will assist in opening an investigation with the carrier.
7. Australian Consumer Law Guarantee
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Contact Information
The Neural Nomads
Phone: (04) 366 131 63 (Mon–Fri, 09:00–17:00)
Email: support@theneuralnomads.com
ABN: 19 520 490 272
Address: 16 Bimburra Ave, St Ives NSW 2075, Australia