Refund policy

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at nanu@holananu.com.au.

Refunds for money are not possible. Please note that we are not responsible for any goods lost or damaged in transit. Postage fees are responsibility of the customer. We recommend all returns be sent via tracked postage as we are not responsible for items lost or undelivered. Please note that as AU POST's refunds rules, an item damaged in transit has to be taken by the receiver to their local AU POST store to start a claim. We understand how frustrating this can be but please note we can not start this claim. We are happy to assist you during this process so please reach out if you need help.

We are very committed in doing our part to look after the environment and we take pride in reusing wrapping material to send you your orders. The packaging might not look beautiful but please be reassured that it’s been packed with love and care for our planet. We suggest you reuse these materials for kids craft time or packing!