Refund policy

Unique by Nature Co.
Last updated: January 3, 2026

We want you to shop with confidence at Unique by Nature Co. This Returns & Refund Policy explains how we manage returns, refunds, and product issues, and outlines your rights under the Australian Consumer Law (ACL).

If you have any questions, our support team is here to help.

Overview

  • Change of mind returns: Requests must be made within 7 days of delivery

  • Faulty or damaged items: Covered in line with Australian Consumer Law

  • Warranty: Most products include a 12-month warranty, unless stated otherwise

  • Approval required: All returns must be approved before being sent back

  • Refund method: Approved refunds are issued to the original payment method

1. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A refund or replacement for a major failure

  • A repair or replacement if a failure is not major and can be remedied within a reasonable time

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

2. Order Cancellations & Address Changes

2.1 Order Cancellations

Orders may only be cancelled if they have not yet entered processing. Once processing has begun, cancellations are no longer possible and will be treated as a change-of-mind return.

Approved cancellations may be subject to an administrative or restocking fee.

2.2 Delivery Address Changes

Please ensure your delivery details are correct at checkout. Address changes cannot be guaranteed once an order has begun processing or dispatch. Any costs resulting from incorrect or incomplete address details may be the customer’s responsibility.

3. Change of Mind Returns (7 Days)

We accept change-of-mind return requests if you notify us within 7 days of delivery, provided the item:

  • Is unused, unassembled, and in original condition

  • Is returned in original packaging with all parts and accessories

  • Has not been installed, altered, or modified

All change-of-mind returns must be approved in advance. Unauthorised returns will not be accepted.

3.1 Return Costs & Fees

For approved change-of-mind returns:

  • Return shipping is the customer’s responsibility

  • Original delivery charges are non-refundable

  • A 10% restocking fee may apply

If an item is returned to sender due to being unclaimed or incorrect address details, it will be treated as a change-of-mind return.

3.2 Items Not Eligible for Change of Mind Returns

Change-of-mind returns are not accepted for:

  • Custom, made-to-order, or personalised items

  • Items that have been assembled, installed, or used

  • Sale or clearance items

  • Gift cards

  • Products damaged due to customer handling

  • Bulk or non-domestic orders

4. Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, faulty, missing parts, or incorrect, contact us within 48 hours of delivery.

You must provide:

  • Your order number

  • Clear photos or videos showing the issue

  • A brief explanation of the problem

4.1 Evidence Requirement

As an online-only store, we rely on clear photo or video evidence to assess claims. Claims submitted without sufficient evidence may not be approved.

4.2 Packaging Damage

Damage to external packaging alone does not qualify for a return or refund if the product itself is unaffected.

4.3 Missing Parts

Please check all packaging carefully and compare against the assembly manual where applicable.
If parts are missing:

  • Photograph all received parts laid out clearly

  • Highlight the missing parts on the manual (if applicable)

Where possible, missing parts will be sent before other remedies are considered.

4.4 Partial Deliveries

Some orders may arrive in multiple parcels. Please check your tracking details for multiple consignments and allow reasonable time for all items to arrive before contacting us.

5. Warranty

Most products sold by Unique by Nature Co. include a 12-month warranty, unless a different period is stated on the product listing.

5.1 What’s Covered

  • Manufacturing defects

  • Faulty components or materials

  • Issues affecting normal product function

5.2 What’s Not Covered

  • Normal wear and tear

  • Damage caused by incorrect use, assembly, or maintenance

  • Damage caused by misuse, abuse, or modification

  • Cosmetic imperfections that do not affect functionality

  • Damage to external packaging only

5.3 Making a Warranty Claim

To submit a warranty claim, contact us with:

  • Your order number

  • A description of the issue

  • Clear photos or videos

Do not dispose of any item before your claim is assessed and finalised. We may request inspection, additional evidence, or return of the item before offering a resolution.

Depending on the issue, we may offer:

  • Replacement parts

  • Repair guidance

  • Product replacement (subject to availability)

  • Store credit or refund

All warranty outcomes are assessed in line with Australian Consumer Law.

6. When Refunds May Be Refused

Refunds may be declined if:

  • The item has been used, assembled, or installed

  • The return was made without prior approval

  • The issue results from misuse or unauthorised modification

  • The product is not returned in resaleable condition

  • The request falls outside the stated timeframes

  • The item was disposed of before claim assessment

7. Refund Timeframes

Once a return or claim is approved and inspected:

  • Refunds are processed within 5 business days

  • Refunds are issued to the original payment method

  • Banks and payment providers may take additional time to finalise funds

8. Exchanges

We do not offer direct exchanges.
To receive a different product, please return the original item in accordance with this policy and place a new order separately.

9. Events Beyond Our Control

We are not responsible for delays or failures caused by events outside our reasonable control, including natural disasters, courier disruptions, transport delays, strikes, or other unforeseen events.

10. Contact Us

For all return, refund, or warranty enquiries, please contact:

Email: support@ubnco.com.au
Website: www.ubnco.com.au

Please include your order number and relevant photos or videos to help us assist you as quickly as possible.