Refund policy

Refund & Return Policy

At NAMU NAMU, we stand behind every product we make. This policy outlines your options if something isn't right.

1. Change of Mind Returns

We accept change of mind returns within 30 days of delivery, provided the item is unused and in its original condition.

To qualify:

  • The product must be unused and in resalable condition.
  • All original packaging, accessories, and documentation must be included.
  • Proof of purchase is required.

Return shipping costs for change of mind returns are the responsibility of the customer.

2. Non-Returnable Items

The following items are not eligible for return:

  • Opened or used carbon filters (for hygiene reasons).
  • Items showing signs of use or damage after delivery.
  • Items marked as final sale at the time of purchase.

3. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or different from what you ordered, please contact us as soon as reasonably practicable after receiving your order.

We will arrange one of the following, at your election where applicable:

  • A replacement
  • A repair
  • A full refund

Return shipping costs will be covered by NAMU NAMU for confirmed faulty or incorrect items.

4. Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your statutory rights under the ACL.

5. International Orders

We offer international shipping to select destinations on a case-by-case basis. Shipping to some countries may not be available — we recommend contacting us before placing an international order to confirm availability.

For eligible international orders:

  • Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty, damaged, or incorrect.
  • Import duties, taxes, and customs fees are non-refundable.

6. How to Initiate a Return

Please contact us before sending any items back — we will guide you through the process.

Include the following in your message:

  • Your order number
  • A brief description of the issue
  • Photos, if the item is faulty or damaged

We will respond with return instructions once your request has been reviewed.

7. Refund Processing

Once your return has been received and inspected, we will notify you of the outcome within a reasonable timeframe.

If approved:

  • Refunds will be issued to your original payment method.
  • Please allow 7–10 business days for the refund to appear, depending on your bank or payment provider.
  • Original shipping fees are non-refundable unless the item is confirmed to be faulty or incorrect.

We do not charge restocking fees.

Questions? We're here to help.

Email: info@namunamu.com.au Business hours: Monday – Friday, 9:00 am – 5:00 pm AEST