Refund policy

At nekory, each piece is handcrafted with care. We hope you'll love your order, but if something isn't quite right, we're here to help.

1. Change-of-Mind Returns

We accept change-of-mind returns within 7 days of receiving your order, provided the item:

is unworn and unused;
is in its original condition;
has not been damaged, altered or marked; and
is returned with its original packaging where possible.

Please contact us at meowbox@nekory.com.au before returning an item.

For approved change-of-mind returns, the customer is responsible for return postage costs.

Once we receive the returned item, we will inspect it and confirm whether the return has been accepted.

If approved, the purchase price of the returned item will be refunded to the original payment method.

Original shipping costs are not refundable for change-of-mind returns.

2. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or is significantly different from its description, please contact us as soon as reasonably possible.

Please provide:

your order number;
a description of the problem; and
photographs of the item and packaging where relevant.

We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include a repair, replacement or refund.

Where an item is confirmed to be faulty, damaged on arrival or incorrectly supplied, nekory will cover reasonable return shipping costs.

3. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

Our products come with consumer guarantees that cannot be excluded under Australian law.

If a product has a major problem, you may generally be entitled to choose between a refund or replacement.

If a product has a minor problem, we may generally be entitled to repair the product, replace it or provide another appropriate remedy.

These rights apply regardless of any voluntary return policy offered by nekory.

4. Earrings & Hygiene

For hygiene reasons, earrings that have been worn cannot be returned for a change of mind.

This does not affect your rights under the Australian Consumer Law if an item is faulty, unsafe or otherwise fails to meet the applicable consumer guarantees.

5. Custom & Personalised Items

Custom-made or personalised items are generally not eligible for change-of-mind returns.

However, this does not affect your rights under the Australian Consumer Law where the item is faulty, defective, incorrectly made or otherwise fails to meet the applicable consumer guarantees.

6. Sale Items

Sale items are subject to the same consumer guarantees as full-price items.

Unless otherwise stated, sale items may be returned for change of mind if they meet the requirements of this policy.

A discount or sale price does not remove your rights under the Australian Consumer Law.

7. Exchanges

We do not generally offer direct exchanges for change-of-mind purchases.

If you would like a different item, you may return your original purchase in accordance with this policy and place a new order.

This does not affect your rights under the Australian Consumer Law.

8. Refunds

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days for a refund to appear in your account after it has been processed by nekory. The exact timing may depend on your bank or payment provider.