Refund policy
Refunds, Returns & Exchanges
At By Nidal, we stand behind the quality of our products. If something is not right with your order, please contact support@bynidal.com so we can help resolve it.
This policy applies to purchases made directly from By Nidal.
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Your consumer rights
Our products are covered by guarantees under the Australian Consumer Law that cannot be excluded by this policy.
For a major failure, you may choose a refund or replacement. For a minor failure, we will provide an appropriate remedy within a reasonable time. You may also be entitled to compensation for reasonably foreseeable loss or damage.
These rights apply regardless of whether a product has been opened or used, or whether you still have its original packaging.
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Damaged, faulty or incorrect products
If your order arrives damaged, contains an incorrect item or has a fault, email support@bynidal.com with your order number, a description of the issue and relevant photographs where possible.
For damage or incorrect items noticed on delivery, please contact us within seven days where possible so we can resolve the issue promptly. This requested timeframe does not limit your rights under the Australian Consumer Law.
For damaged or faulty products, we will arrange a replacement or refund, subject to assessment and your consumer rights. If we sent the wrong item, we will arrange its return and send the correct product at no additional cost.
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Allergic reactions
If you experience an allergic reaction, discontinue use immediately and contact support@bynidal.com within 30 days of purchase.
Please include your order number, the product name and details of the reaction. We may request further information to assess your claim. If the reaction to our product is confirmed, we will provide a full refund for the affected product.
This offer is additional to your rights under the Australian Consumer Law.
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Change of mind returns
Change of mind return and exchange requests are assessed individually and are not automatically approved.
Products accepted for a change of mind return must be unused, unopened, in their original packaging and in a resalable condition. Opened or used products cannot be returned solely because you have changed your mind.
These conditions do not apply to faulty products or approved allergic reaction claims.
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Arranging a return
Please contact us before posting your return so we can provide instructions and, where applicable, a Return Authorisation Number.
Include your order number or proof of purchase and package the product securely.
Our return address is:
By Nidal
PO Box 411
Warragul VIC 3820
Australia
We will cover reasonable return postage costs for confirmed faulty or damaged products and items sent incorrectly. If you have already paid these costs, please retain your postage receipt for reimbursement.
For other approved returns, return postage is your responsibility unless otherwise required by law.
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Refunds and exchanges
Approved refunds will be issued to your original payment method within 30 days of receiving the returned product. If no return is required, this timeframe begins when the refund is approved. Refunds required under consumer law will be handled within a reasonable time.
Your bank or payment provider may require additional time to make the funds available.
Approved exchanges will be processed after the returned product has been received and assessed.
Original delivery charges are not refundable for change of mind returns. For faulty, damaged or incorrect orders, delivery charges will be refunded where required by law.
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Cancelling an order
To request a cancellation, contact support@bynidal.com as soon as possible.
We will do our best to cancel your order before dispatch. Once an order has been dispatched, cancellation may no longer be possible.
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Policy updates
We may update this policy from time to time. The version published when you placed your order will apply to that purchase, without limiting your rights under the Australian Consumer Law.
For assistance with your order, contact support@bynidal.com.