REFUND POLICY

We offer a 14-day return policy. You have up to 14 days from the date you received your items to request a return for all items purchased in the same order.

Orders can be canceled within 1 hour of purchase. After 1 hour, cancellations are no longer possible due to our commitment to processing and shipping orders as quickly as possible, including during our Closure Sale.

Please note that customers are responsible for return shipping costs unless the products are defective.

How to Initiate a Return:

  1. Contact Us: Email us at hello@nebu-melbourne.com. Include the items you wish to return, your order number, the reason for the return, and a photo of the item as it currently is. For quality issues, please include images of any defects and the item tag.

  2. Return Approval: If your return is approved, we’ll provide you with the return instructions and address.

  3. Refund Processing: Once we receive your returned items at our warehouse, we will process your refund within 5 business days. The refund will be issued to your original payment method, and you will receive an email confirmation once the return is completed.

Important Note: Returns sent back without prior approval will not be accepted. If your return does not meet the requirements, it can be sent back to you at your expense.

Exceptions:

  • Sales Items: All items purchased during major sales (Clearance Sale, Flash Sale, Closure Sale) are final and cannot be returned or exchanged. Please choose carefully, as no refunds or exchanges are available for these items (this does not apply to regular product discounts).

Identifying Sale Items:

Items on Clearance Sale, Flash Sale, and Closure Sale have additional discounts clearly indicated on the product page.

Eligibility for Returns:

  • Items must be unworn, in their original condition, with original packaging and tags attached. Items not meeting these criteria will be rejected.
  • Bodysuits, swimsuits, lingerie, tights, socks, and accessories (except belts and bags) cannot be returned due to health and safety reasons.
  • Matching sets must be returned as a complete set; individual items cannot be returned separately.

Conditions Not Considered Quality Issues:

  • Loose threads, raw edges, fabric thickness, texture, and color variations due to monitor settings are not quality issues.
  • Returns based on dissatisfaction with styles, colors, or personal preference changes do not qualify as quality issues.
  • Damages from use, washing, improper maintenance, or alterations are not considered quality issues.
  • Please refer to our sizing chart before purchasing, as returns due to sizing issues are not considered quality issues.
  • Slight variations in measurements between items of the same size may occur due to design differences. Please consult actual measurements for precise sizing.

Refund Process:

Refunds will be processed within 3-5 business days after your return arrives at our warehouse, and will be issued to your original payment method.

  • Credit/Debit Card Payments: Refunds will be sent to your card-issuing bank within 5-10 business days after we receive the returned item or cancellation request. Please contact your bank for details on when the credit will be posted.

  • PayPal or Other Online Payments: Refunds will be processed through your original payment method within 5-10 business days after we receive the returned item or cancellation request. Please reach out to your payment provider for details on when the refund will appear.

Important Information:

The original shipping fee is non-refundable unless the item is confirmed defective. Inspect your order upon receipt and contact us immediately if there are any issues, so we can resolve them promptly.

Do not send your items to the address listed on your package without prior approval. All returns must be sent to our returns center in Asia.

Please ensure you do not include any non-Nebu Melbourne items in your return package, as we will not be responsible for returning them to you.

Nebu Melbourne is not liable for failed delivery attempts due to customer negligence, including refusal of shipment confirmation or incorrect consignee information. In such cases, we cannot file a refund. If your order information is incorrect, please email us at hello@nebu-melbourne.com with your order number and the correct information as soon as possible.