Refund policy
Refund Policy
Rosalie's Nest
We want you to love your order. If something isn't right, here's how we can help.
- Faulty, damaged or incorrect item? We'll put it right and cover your reasonable return postage costs.
- Changed your mind? You can return your order within 30 days of receiving it. You'll need to pay for the return postage.
- Your rights: Nothing in this policy limits your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The benefits in this policy are in addition to your other rights and remedies under the law. The 30-day period below applies only to change-of-mind returns. It does not limit your rights if an item is faulty.
Faulty, damaged or incorrect items
Please contact us if your item:
- is faulty or unsafe
- arrives damaged
- doesn't match its description
- isn't the item you ordered
What we'll do
- Major problem: You can choose a refund or a replacement. You can also choose to keep the item and be compensated for its drop in value.
- Minor problem: We'll repair the item, replace it or give you a refund within a reasonable time. If we don't, you can have it repaired elsewhere and ask us to cover the reasonable cost, or ask for a refund or replacement.
Return postage
If we need the item back, we'll cover the reasonable cost of returning it. If you've already paid for postage, please keep your receipt and we'll reimburse you.
Sale items
Sale items have the same protection under the Australian Consumer Law.
Our consumer guarantees don't cover damage caused by misuse or by using an item in an abnormal way.
Change-of-mind returns
The law doesn't require a refund if you simply change your mind, but we're happy to offer one if you contact us within 30 days of receiving your order and your items meet these conditions:
- They are unused and show no signs of wear.
- They are clean and in the same condition as when you received them.
- They include all parts and components.
- They are in their original packaging, and the packaging is in the same condition as when you received it.
We may refuse a change-of-mind return if these conditions aren't met. If that happens, we'll let you know why.
Return postage
You are responsible for the cost of returning your items, and this cost is not refundable. Change-of-mind returns go to our central warehouse in Asia, so international postage charges apply. We recommend using a tracked service.
What we refund
We'll refund the amount you paid for the returned items. If you return your whole order, we'll also refund any standard delivery charge. We don't refund any extra amount you paid for a faster delivery option.
How to start a return
- Email us at [YOUR EMAIL ADDRESS] with the subject line "Return request".
- Include your details: your order number, full name and address, and the reason for your return. If an item is faulty or damaged, please include a photo if you can.
- Wait for our reply. We'll tell you what to do next and, if the item needs to come back to us, give you the correct return address.
- Send us your proof of postage once you've sent the item, so we can process your return as quickly as possible.
Please don't send items back to the sender address on your parcel, as we won't be able to process them from there. Always wait for the return address from us.
Cancelling an order
Orders are processed automatically as soon as they're placed, so we can't stop an order once it's being prepared for dispatch.
Our products are dispatched from Asia, and transit times can be longer than for local deliveries. We can't cancel an order that's already in transit. You're welcome to email us to let us know you'd like to return it. Once it arrives, you can follow the change-of-mind returns process above.
If your order doesn't arrive, please contact us and we'll help you.
When you'll receive your refund
We'll check returned items within 7 business days of receiving them and let you know the outcome.
For a change-of-mind return, we'll process your refund within 14 days of receiving your items, provided they meet the conditions above. For a faulty, damaged or incorrect item, we'll process your refund within 14 days of confirming the problem and, if we asked for the item back, receiving it.
Refunds are made to your original payment method.
Contact us
Rosalie's Nest
Email: info@rosaliesnest.com
Last updated: 2 November 2026