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!

Fraud Prevention & Refund Policy

At Hola Nanu, we work hard to provide a safe shopping experience for our customers while protecting our small business from fraudulent transactions.

Fraud Prevention

To help prevent fraud, Hola Nanu reserves the right to:

  • Verify customer identity before dispatching an order.
  • Request additional information or identification if an order is flagged by our payment provider or fraud detection systems.
  • Contact the customer to confirm order details before shipping.
  • Delay or cancel an order if we are unable to verify its legitimacy.
  • Refuse future orders where fraudulent activity is suspected.

Orders may be reviewed if they include, but are not limited to:

  • Mismatched billing and shipping details.
  • High-value or unusually large purchases.
  • Multiple failed payment attempts.
  • Orders identified as high risk by our payment processor.
  • Any other activity that reasonably suggests fraud.

Fraudulent Orders

If Hola Nanu reasonably believes an order has been placed fraudulently, without the account holder's authorisation, or in breach of our Terms & Conditions, we reserve the right to:

  • Cancel the order before dispatch.
  • Request proof of identity or payment authorisation.
  • Report suspected fraudulent activity to the relevant payment provider or authorities where appropriate.

Refunds for Fraudulent Orders

Where a refund is approved for an order that has been identified as fraudulent or unauthorised, Hola Nanu will issue the refund as store credit only. Refund made by original payment will be done once customer identity 

Store credit:

  • Will be issued to the value of the eligible order.
  • Is non-transferable and cannot be exchanged for cash.
  • May be used on future purchases at holananu.com.au.
  • Will be provided once any fraud investigation or verification process has been completed.

Identity Verification for Refunds

Where a refund is approved for an order that requires fraud or identity verification, the refund will be processed back to the original payment method only after the customer’s identity has been successfully verified. Hola Nanu reserves the right to request photo identification and any additional information reasonably required before processing the refund.

Store credit applies where permitted by law and where the refund is being provided as a goodwill resolution.

Chargebacks

If a chargeback is initiated while an order is being investigated or after goods have been dispatched, Hola Nanu reserves the right to:

  • Provide all relevant documentation to the payment provider.
  • Suspend or cancel outstanding orders associated with the customer.
  • Recover any outstanding amounts where goods or services have already been supplied.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. Where customers are entitled to a remedy under the Australian Consumer Law, those rights will always apply.