Refund & Return Policy — The Noomi

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. Refunds are only issued once the returned item has been received and inspected by our team.

Conditions of Return:

• Product must be returned in hygienic, resaleable condition, suitable for resale at our discretion and must show no signs of excessive use
• Original Noomi packaging must be returned in good condition, free from significant damage, excessive wear, or markings that would prevent it from being reused.
• Product must be free from stains, strong odours, bodily fluids, or damage caused by misuse.
• Must be shipped within 30 days of delivery, and a valid tracking number must be provided as proof of shipment within this timeframe. Returns shipped outside this timeframe may be refused.
• 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

We reserve the right to refuse a return if the item does not meet the above conditions.

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

Gift Wrapping Service

Gift wrapping is considered a service and is non-refundable once fulfilled.

If an order is cancelled prior to dispatch, the gift wrapping fee will be fully refunded. However, if the order has already been processed and gift wrapping has been completed, this fee will not be eligible for a refund.

If your order arrives and there is an issue with the gift wrapping (e.g. damage or a fault), please contact us, and we’ll make it right.

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. International Returns & Refunds

For all international orders, our standard 30-Day Comfort Guarantee and Faulty Item Policy still apply.

Please note:

• Return shipping costs for international orders are the responsibility of the customer unless the item is deemed faulty
• Original shipping fees are non-refundable for all international orders, including refused deliveries
• 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

• We do not provide prepaid return labels for international returns
• Refunds will not be issued for items that are not returned to us

5. Customs, Duties & Taxes

International orders may be subject to customs duties, VAT, GST, import taxes, or other local charges depending on the destination country.

These charges are not included in our product or shipping prices and are the responsibility of the customer. Customs fees are non-refundable in the event of a return.

If an international order is refused due to unpaid duties or taxes and is returned to us, any return shipping costs, customs charges, or carrier fees incurred will be deducted from the customer’s refund.

Refused International Shipments

If an international order is refused due to unpaid customs duties or import taxes and the parcel is returned to us, a refund will be issued minus the original shipping cost and any return shipping or carrier fees.

If a parcel is abandoned or destroyed by customs due to unpaid duties or taxes, the order will not be eligible for a refund.

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