Refund policy

Returns and Refunds Policy

We want every NIBSY to arrive safely and exactly as expected. If your order arrives faulty, damaged or incorrect, please contact us so we can make it right.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if:

the item is faulty or damaged;
you received the wrong item; or
the item is significantly different from its description.

We ask that you contact us within 30 days of receiving your order so we can assess the issue promptly.

To request assistance, email infonibsy@gmail.com and include:

your name;
your order number or proof of purchase;
a description of the issue; and
clear photographs showing the fault, damage or incorrect item.

Please do not send an item back before contacting us. We will provide return instructions if the item needs to be returned.

Once the issue has been assessed, we will provide the remedy required under Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

If the item is confirmed to be faulty, damaged or incorrectly supplied, NIBSY will cover reasonable return postage costs.

Change-of-Mind Returns

We do not accept returns, exchanges or refunds because of a change of mind.

This includes situations where:

the wrong character was selected;
your child changes their mind;
the item is no longer wanted;
the product has been opened or used but is not faulty; or
the item is found elsewhere at a different price.

Please review your order carefully before completing your purchase.

Sale Items

Sale and promotional items are not eligible for change-of-mind returns.

However, sale items remain covered by the consumer guarantees provided under Australian Consumer Law.

Exchanges

We do not offer exchanges for change of mind.

If you receive a faulty, damaged or incorrect item, please contact us at infonibsy@gmail.com so we can assess the issue and arrange an appropriate solution.

Refunds

When a refund is approved, it will be returned automatically to your original payment method.

Please allow up to 10 business days for your bank or payment provider to process the refund.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at infonibsy@gmail.com.

Original delivery charges will not normally be refunded unless the item was faulty, damaged or incorrectly supplied, or where otherwise required by Australian Consumer Law.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under Australian Consumer Law.

Although we ask customers to contact us within 30 days, this timeframe does not limit any rights that may apply under Australian Consumer Law.

European Union Customers

Where an order is shipped to a customer in the European Union, additional cancellation and return rights may apply, including a 14-day cooling-off period.

To exercise these rights, the item must generally be returned unused, in its original condition and packaging, together with proof of purchase. Customers are responsible for return postage for cooling-off-period returns unless the item is faulty, damaged or incorrectly supplied.

Please contact infonibsy@gmail.com before returning an order.