Return and Refund Policy

Last Updated: July 21, 2026

This Return and Refund Policy applies exclusively to customers in Australia.

At Nuve House, we want you to be satisfied with your purchase. This policy explains our voluntary 30-day change-of-mind return policy and your separate rights under the Australian Consumer Law.

Our voluntary return policy does not exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot lawfully be excluded, restricted, or modified.

Change-of-Mind Returns

You may request a change-of-mind return within 30 days from the date your order is delivered.

A change-of-mind return includes situations where:

• You no longer want the product.
• You selected the incorrect size, colour, or variation.
• The product is unsuitable for your personal preferences.
• The product does not fit your space or intended styling.
• The product did not meet your subjective expectations, but is otherwise as described and free from faults.

To qualify for a change-of-mind return, the product must:

• Be unused.
• Be in its original condition.
• Be returned in its original packaging.
• Include all original parts, accessories, labels, manuals, and documentation.
• Show no signs of wear, installation, assembly, alteration, damage, or misuse.
• Be returned in a condition suitable for resale.

Change-of-mind return requests submitted more than 30 days after delivery will generally not be accepted.

Faulty, Damaged, Incorrect, or Misdescribed Products

Products that are faulty, damaged, unsafe, incorrect, materially different from their description, or otherwise fail to meet a consumer guarantee are handled separately from our change-of-mind return policy.

Your rights for these products are not automatically limited to 30 days.

The requirement that a product be unused, unopened, or in its original packaging does not apply where it would improperly restrict a right or remedy available under the Australian Consumer Law.

Please contact us as soon as reasonably possible if:

• Your product arrived damaged.
• Your product is defective or unsafe.
• You received the incorrect product, size, colour, or variation.
• Parts or accessories are missing.
• The product is materially different from its description or images.
• The product is not of acceptable quality.
• The product is not fit for a disclosed purpose.
• The product otherwise fails to meet an applicable consumer guarantee.

We may request photographs, videos, or other reasonable information to help us assess the issue.

Nuve House has the right to reasonably inspect or assess a product before determining the appropriate remedy.

Major and Minor Problems

The remedy available may depend on whether the problem is considered major or minor under the Australian Consumer Law.

Major Problems

A product may have a major problem where, for example:

• A reasonable consumer would not have purchased it if they had known about the problem.
• It is substantially unfit for its normal purpose and cannot easily be repaired within a reasonable time.
• It is substantially unfit for a purpose made known before purchase and cannot easily be made fit within a reasonable time.
• It is significantly different from its description, sample, or demonstration model.
• It is unsafe.

Where a product has a major problem, you may be entitled to reject the product and choose between:

• A replacement; or
• A refund.

You may also be entitled to compensation for reasonably foreseeable loss or damage caused by the failure.

Minor Problems

Where a problem is not major, Nuve House may choose to provide a repair, replacement, or another appropriate remedy within a reasonable period.

If the problem cannot be fixed or is not remedied within a reasonable time, you may become entitled to reject the product and request a replacement or refund.

Non-Returnable Change-of-Mind Items

The following products are not eligible for a voluntary change-of-mind return:

• Gift cards.
• Personalised, customised, or made-to-order products.
• Products marked as final sale or clearance.
• Products that have been used, installed, assembled, washed, altered, or damaged after delivery.
• Products missing original parts, accessories, labels, manuals, or packaging.
• Products that cannot be resold for hygiene or safety reasons once opened, where this was clearly disclosed before purchase.

These exclusions do not apply where a product is faulty, damaged, incorrect, misdescribed, unsafe, or otherwise covered by a mandatory right under the Australian Consumer Law.

Return Procedure

1. Submit Your Request

Email info@nuvehouse.com with:

• Your full name.
• Your order number.
• The product you wish to return.
• The reason for the return.
• Confirmation of whether the request concerns a change of mind or a product problem.
• Clear photographs or videos where the product is damaged, defective, incorrect, incomplete, or misdescribed.

For voluntary change-of-mind returns, please contact us within 30 days of delivery.

For products that may fail to meet a consumer guarantee, please contact us within a reasonable period after discovering the issue.

2. Assessment

Our customer-service team will review your request.

We may ask for additional information reasonably required to:

• Confirm your purchase.
• Identify the product.
• Understand the reported issue.
• Assess the condition of the product.
• Determine whether the product must be returned.
• Determine the appropriate remedy.

Requesting information or assessing a product does not remove or limit your rights under the Australian Consumer Law.

3. Return Instructions

Where a return is required, we will provide:

• The applicable return address.
• Packaging instructions.
• Any required return documentation.
• Information about return shipping.
• Any other relevant instructions.

Do not send a product to our business address or any other address unless that address has been provided or approved by our customer-service team.

4. Prepare the Return

Products must be packaged securely to prevent avoidable damage during transit.

For change-of-mind returns, the product must be returned in accordance with the change-of-mind conditions described in this policy.

For faulty, damaged, or incorrect products, please retain any available packaging where reasonably possible. However, a lack of original packaging will not automatically prevent you from receiving a remedy available under the Australian Consumer Law.

5. Ship the Product

Send the product to the authorised return address supplied by our customer-service team.

Where you are responsible for return shipping, we strongly recommend using a tracked service and retaining proof of postage until the return has been processed.

6. Inspection and Processing

Once the product has been received, we will assess it within a reasonable period.

For approved change-of-mind returns, refunds are generally processed within five business days after inspection.

For claims under the Australian Consumer Law, the time required may depend on the nature of the problem, the assessment required, and the appropriate remedy.

Return Shipping Costs

Change-of-Mind Returns

For voluntary change-of-mind returns:

• Return shipping costs are the customer’s responsibility.
• Return shipping costs are non-refundable.
• The customer is responsible for the package until it is delivered to the authorised return address.
• Any original delivery charges are non-refundable, except where required by law.
• Any additional shipping costs associated with a replacement order are the customer’s responsibility.

Nuve House is not responsible for a change-of-mind return that is lost, delayed, damaged in transit, or sent to an unauthorised address.

Faulty, Damaged, or Incorrect Products

Where a product is confirmed or reasonably believed to be faulty, damaged, incorrect, or otherwise in breach of a consumer guarantee, Nuve House will cover reasonable return shipping costs where the product must be returned.

Depending on the circumstances, we may:

• Provide a prepaid return label.
• Arrange collection.
• Reimburse reasonable return postage costs.
• Confirm that returning the product is not necessary.

Please contact us before incurring substantial return shipping costs.

If the product is found not to have a fault and does not otherwise breach a consumer guarantee, we may not be required to reimburse return costs. We will explain the outcome of our assessment where applicable.

Return Address

Returns must only be sent to the return address provided by our customer-service team after your request has been reviewed.

Our registered business address is not necessarily our authorised return facility.

Products sent without prior contact or to an unauthorised address may be delayed, rejected, lost, or returned to the sender.

This does not remove any mandatory rights available under the Australian Consumer Law, but customers should contact us first so we can provide the correct return instructions.

Refunds

Approved refunds will be credited to the original payment method used for the purchase unless another method is agreed or legally required.

We generally process approved refunds within five business days after:

• An eligible change-of-mind return has been received and approved; or
• A refund has been confirmed as the appropriate remedy for a product problem.

Your bank, card issuer, or payment provider may require additional time to make the funds available. This processing time is outside the control of Nuve House.

Where a full refund is required under the Australian Consumer Law, the refund will include amounts that must legally be refunded.

Partial Refunds or Refused Change-of-Mind Returns

A voluntary change-of-mind return may be refused or reduced where legally permitted if:

• The request was submitted more than 30 days after delivery.
• The product has been used.
• The product is not in its original condition.
• The product has been assembled, installed, washed, altered, or damaged.
• Parts, accessories, labels, manuals, or packaging are missing.
• The returned product is not the product originally purchased.
• The product was sent to an unauthorised address.
• The product was damaged during return shipping due to inadequate packaging.
• The return otherwise fails to meet our stated change-of-mind conditions.

These conditions do not limit remedies for products that fail to meet a consumer guarantee.

We will contact you if an issue is identified during inspection.

Late or Missing Refunds

If you have been notified that a refund has been processed but have not yet received it:

1. Check your bank account or payment account.
2. Contact your card issuer or payment provider.
3. Contact your bank, as processing delays may apply.

If you have completed these steps and still have not received your refund, email info@nuvehouse.com.

Exchanges

For change-of-mind exchanges, the quickest option is generally to:

1. Return the original product in accordance with this policy.
2. Receive the applicable refund.
3. Place a new order for the preferred product.

Where available, our customer-service team may assist with a direct exchange.

For exchanges based on personal preference, any price difference and additional shipping costs may be payable by the customer.

Where a replacement is provided because a product fails to meet a consumer guarantee, the replacement will be handled in accordance with the Australian Consumer Law.

Email info@nuvehouse.com and include your order number and the product you wish to receive.

Order Cancellations

You may request cancellation within one hour after receiving your order confirmation.

Cancellation cannot be guaranteed because orders may enter processing, fulfilment, or shipping shortly after they are placed.

To request cancellation, email info@nuvehouse.com as soon as possible and include your order number.

Your order is only considered cancelled after you receive written confirmation from our customer-service team.

If the order has already been processed or dispatched, you may need to wait for delivery and then request a return under the applicable section of this policy.

Incorrect Delivery Information

Customers are responsible for entering a complete and accurate delivery address during checkout.

Where an order is returned because the customer supplied an incorrect or incomplete address, additional shipping or handling costs may apply before the order can be sent again.

This does not apply where the delivery problem was caused by Nuve House or one of our fulfilment or delivery partners.

Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from Nuve House.

Acceptable proof may include:

• An order-confirmation email.
• An order number.
• A payment record.
• Other information that reasonably demonstrates the purchase.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to choose a refund or replacement for a major failure with goods.

If a failure does not amount to a major failure, you are entitled to have the failure remedied within a reasonable time. If this is not done, you may be entitled to a refund or replacement.

You may also be entitled to compensation for other reasonably foreseeable loss or damage resulting from a failure to comply with a consumer guarantee.

Your rights under the Australian Consumer Law may continue for a reasonable period after purchase and are not necessarily limited by:

• Our voluntary 30-day change-of-mind period.
• A manufacturer’s warranty period.
• The absence of original packaging.
• Whether a product was purchased at a discounted or sale price, unless a particular defect was clearly disclosed before purchase.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, remedy, or protection that cannot lawfully be excluded, restricted, or modified.

Contact Information

For questions about returns, refunds, exchanges, faulty products, or order cancellations, please contact us:

Store Name: Nuve House
Company Name: Seta Services
Business Registration Number: 92397379
VAT Number: NL004950717B85
Email: info@nuvehouse.com
Phone: +61 2 9037 3833
Business Address: Damstraat 10, 2265 AH Leidschendam, The Netherlands
Customer Service Hours: Monday to Friday, 8:00 am–5:00 pm Australian Eastern Time / Saturday, 8:00 am–5:00 pm Australian Eastern Time

We aim to respond to customer enquiries within 24 hours.