Nu State Satisfaction Guarantee and Returns

In addition to your statutory rights under the Australian Consumer Law, we offer a 30-day satisfaction guarantee. If you’re not fully satisfied, contact us within 30 days of delivery at hq@nustate.com.au to request a replacement or refund.

Returns Eligibility

• Purchase must be from our official website.

• Returns must be initiated within 30 days of receipt.

• Unless the issue is a defect, the product should be in saleable condition (unopened, sealed).

• Products used or opened may still be assessed if fault is claimed.

Statutory Consumer Guarantees (ACL)

You are entitled to remedies if goods fail to meet consumer guarantees:

• Major failure: You may choose a refund, replacement, or compensation.

• Minor failure: We may offer repair or replacement.

• Remedies are available regardless of packaging status and even after expiration of our satisfaction guarantee, provided within a reasonable timeframe.

• We cannot contract out of these rights.

Return Process & Timeframes

1. Contact us with order details, photos, and issue description.

2. We will respond within 14 business days.

3. If approved, we will provide return shipping instructions and may issue a pre-paid label (for faults).

4. Upon receipt and inspection, we will issue a refund or replacement within 7 business days.

5. Refunds are issued in the same form as the original payment unless agreed otherwise.

Return Shipping Cost Allocation

• Faulty / defective items: We will reimburse reasonable return postage.

• Change-of-mind returns: You cover outbound and return shipping unless otherwise agreed.

Exclusions & Conditions

• Items damaged due to misuse or negligence are not eligible for refund under the satisfaction guarantee (but may still be covered if a fault exists).

• Clearance or limited-edition items may only be eligible for exchange or credit, unless faulty.

• We may refuse or partially refund returns that fail inspection or exceed time limits.

Warranty & Guarantees

• Our satisfaction guarantee is in addition to ACL rights.

• It does not replace statutory guarantees, and cannot limit them.

• We do not warrant misuse, improper storage, or damage from neglect.

Limitation of Liability

To the extent permitted by law, our liability is limited to the remedies offered under this policy. We disclaim all indirect or consequential damages unless the law prohibits exclusion.

Contact

Send all returns or warranty queries to hq@nustate.com.au