🔁 Returns & Warranty Policy

At Nalua Piercing, we are committed to providing high-quality, skin-safe body jewellery. Because our products are considered personal-use hygiene items, certain return conditions apply. This policy aligns with the Australian Consumer Law (ACL) and ensures a fair and transparent experience for all customers.

🔒 Hygiene & Health Policy

For health and safety reasons, we do not accept returns or exchanges if you:

  • Change your mind after purchase
  • Select the wrong size or style
  • Decide you no longer want the item
  • Open or wear the jewellery

This is because body jewellery is a hygiene-sensitive product, and once it has left our care, it cannot legally or safely be resold.

⚖️ Australian Consumer Law permits businesses to refuse returns of hygiene-sensitive items due to change of mind, provided this is clearly communicated to the customer.

✅ Faulty or Damaged Items

Under Australian law, you are entitled to a repair, replacement or refund if an item is:

  • Faulty or defective
  • Not as described
  • Unfit for its intended purpose

If your item arrived damaged or has a fault, please contact us within 7 days of receiving your order. Send us an email with:

  • Your order number
  • A clear photo or video showing the issue
  • A short description of the problem

We’ll review your request and offer a suitable solution.

📦 Return Shipping

If the item is confirmed as faulty, we will:

  • Cover the cost of reshipping the replacement
  • Refund your original shipping fee (if applicable)
Customers are not required to return the faulty product unless specifically requested.

🚫 What Is Not Covered

We do not offer returns or replacements for:

  • Damage caused by misuse or poor aftercare
  • Normal wear and tear
  • Colour variations in anodised jewellery (each piece is unique)
  • Claims made after an unreasonable delay in reporting

📘 Summary of Your Rights

Under the Australian Consumer Law, you are entitled to a remedy if a product:

  • Has a major or minor fault
  • Is different from how it was described
  • Does not do what it was advertised to do
Learn more at: ACCC Consumer Guarantees

💳 Refund Process

Approved refunds will be processed back to your original payment method. Please allow 3–7 business days for the refund to appear, depending on your bank or payment provider.

📬 How to Contact Us

For the fastest resolution, please contact us via:

Response time: 1–2 business days

Contact Form