Refund policy
Return & Refund Policy
At Nutsmate, we want you to feel confident with every purchase. If something isn’t right, we’re here to help and make the process as smooth as possible.
This Return & Refund Policy explains how returns, refunds and change-of-mind situations work for all orders placed on nutsmate.com.au.
30-Day Return Window
You have 30 days from the date of purchase to request a return.
After this period, returns will no longer be eligible under this policy, but your product may still be covered by our 2-Year Warranty for manufacturing faults.
To start a return, simply contact us at info@nutsmate.com.au with your order number and a short description of the reason for the return.
Change of Mind Returns
If you’ve changed your mind, we’re happy to help — as long as the product meets the following requirements:
• The item must be unused, unopened, and in original condition.
• The packaging, accessories and manuals must be intact.
• The product must show no signs of wear, handling or cosmetic marks.
For hygiene and safety reasons, used grooming tools, trimmers, shavers, or any product that has had direct body contact cannot be returned for change of mind.
Return shipping costs
• For change-of-mind returns, the customer is responsible for the return shipping cost.
You may choose your preferred shipping method, or we can provide a return label and deduct its cost from the final refund.
Faulty, Defective or Incorrect Items
If your item arrives damaged, faulty or you receive the wrong product, please contact us immediately.
We’ll help you quickly and professionally. Situations covered include:
• Motor, battery or charging faults
• Internal electronic issues
• Buttons or switches malfunctioning
• Incorrect item shipped
• Product arriving damaged due to carrier handling
In these cases:
Nutsmate will cover the cost of the return shipping, and
You may receive a replacement or refund, depending on the situation.
If your product develops a fault after initial use but within a reasonable time, it may be eligible for replacement under our 2-Year Warranty.
Please refer to WARRANTY INFO for more details.
Products Not Eligible for Return
Due to hygiene and personal-care standards, the following items cannot be returned if opened or used, except when defective:
• Grooming trimmers
• Shavers and shaving heads
• Grooming kits that include intimate-use tools
• Any product that has had direct contact with the body
Additionally, we cannot accept returns for:
• Gift cards
• Items returned without prior approval
• Incomplete kits or bundles missing components or free gifts
• Change-of-mind returns for sale items (unless they are faulty, in which case they are covered as normal)
If your order included a free gift or promotional item, it must also be returned to process the refund.
Exchanges
If you wish to exchange an item, the quickest method is:
• Request a return for the original product, and
• Place a new order for the item you want.
Once the return is approved and processed, we’ll refund you according to this policy.
Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of the refund.
If approved:
• The refund will be issued to your original payment method.
• Please allow up to 10 business days for the refund to appear in your account.
• Your bank or payment provider may take additional time to finalise processing.
If more than 15 business days have passed since your refund was approved, please contact us at info@nutsmate.com.au.
Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law.
If you have a genuine product fault or defect, we will always work with you to provide a fair and reasonable solution.
Questions? We’re Here to Help
If you need assistance or have doubts about your return, contact us anytime at info@nutsmate.com.au
Our team is always happy to support you and guide you through the process.
