Refund & Return Policy — The Noomi

Last updated: 18.11.25

We want you to absolutely love your Noomi. If for any reason you don’t, we offer a 30-day Comfort Guarantee plus full protection for faulty items in line with Australian Consumer Law.

1. 30-Day Comfort Guarantee (Change of Mind)

If you are not satisfied with your Noomi within 30 days of receiving your order, you may request a return for a refund.

Conditions of Return:

  • Product must be returned in reasonable, clean condition

  • Original Noomi packaging must be returned in the same condition as received

  • Product must be free from stains, strong odours, bodily fluids, or damage caused by misuse

  • Must be returned within 30 days of delivery

  • Proof of purchase is required (order number and name/email used at checkout)

  • Return shipping is the customer’s responsibility, unless the item is deemed faulty

To start a return, please email hi@thenoomi.com.au with your order number.

2. Faulty or Damaged Items

If your Noomi arrives damaged or develops a manufacturing defect within 30 days, we will provide a full refund or replacement at no cost to you.

Please email us with:

  • Your order number

  • Clear photos of the fault/damage

Once confirmed as faulty, we will cover all associated return and replacement shipping costs.

3. Refund Processing

Once your return has been received and inspected:

  • Approved refunds will be issued to your original payment method

  • Please allow 5–10 business days for your bank to process the refund

  • Original shipping fees are non-refundable, unless the product is faulty

4. New Zealand Returns & Refunds

For all orders shipped to New Zealand, our standard 30-Day Comfort Guarantee and Faulty Item Policy still apply.

Please note:

  • Return shipping costs for New Zealand orders are the responsibility of the customer, unless the item is deemed faulty.

  • Original shipping fees are non-refundable for all New Zealand orders.

  • Items must be returned in clean, sanitary condition and in original packaging where possible.

  • Faulty items will be replaced or refunded at no cost once assessed.

  • Refunds are issued to the original payment method after the returned item has been received and inspected.

5. Customs & GST (Important)

Orders shipped to New Zealand may be subject to GST, customs duties or import taxes upon arrival. These charges are not included in our product or shipping prices and are the responsibility of the customer. Customs charges are non-refundable in the event of a return.

6. Exclusions

Refunds will not be provided for:

  • Change of mind requests after 30 days

  • Damage caused by misuse, improper care, or accidental damage

  • Normal wear and tear

  • Items returned in an unsanitary condition

7. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under 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.