ONLINE | WHOLESALE | END CUSTOMER RETURNS POLICY 

Please read our returns policy carefully before making a purchase. This policy covers online orders, wholesale purchases, and end customer returns. By purchasing online or as a wholesale customer through our website, you automatically agree to all of our terms and conditions.

 

ONLINE CUSTOMERS RETURNS POLICY

Change of Mind Returns

For change-of-mind returns, we offer an exchange within 7 days of receiving your order.

To request an exchange, please email info@ninabailey.com.au with:

• Your order number
  
• The item(s) you wish to return

Once we receive and inspect the returned item(s), we will issue a store credit/code for the full value of the returned products — Returned items must be in good condition and include original packaging.

Shipping costs for change-of-mind returns are the responsibility of the customer, and original shipping fees are non-refundable.

Damaged or Faulty Goods

If your order arrives damaged or if you believe a product may be faulty, please contact us as soon as possible.

Email info@ninabailey.com.au with:

• A photo of the issue
  
• Proof of purchase
  
• Your contact details
  

Once we review and confirm the issue, we will arrange a repair, replacement, or refund. We will always assess concerns fairly and work with you to find the appropriate solution. If the problem is confirmed to be a manufacturing or handling issue, we will cover return shipping costs.

Items not eligible for return

The following cannot be returned for change of mind unless deemed faulty by us:

• Sale items
  

Return Shipping

You are responsible for the cost of return shipping for change-of-mind exchanges.
For returns valued over $75, we recommend using tracked postage or purchasing postage insurance, as we cannot guarantee the safe arrival of returned items. Shipping costs for confirmed faulty or damaged items will be covered by us.

 

WHOLESALE RETURNS POLICY

Change of Mind Returns

Wholesale orders are placed with the expectation that products are being purchased for resale, and as such, change-of-mind returns are generally not accepted.

However, as a courtesy, we offer the following:

• Change-of-mind returns may be approved at our discretion within 7 days of receiving the order.
  
• Approved returns will be issued as an exchange or store credit only.
  
• A 15% restocking fee applies to all wholesale change-of-mind returns.
  
• Products must be returned unopened, unused, and in re-saleable condition.
  

Shipping costs for change-of-mind returns are the responsibility of the customer, and original shipping charges are non-refundable.

Damaged or Faulty Goods

If you believe an item is faulty or has arrived damaged, please contact us as soon as possible so we can assess the issue.

Please email info@ninabailey.com.au with:

• Photos of the product and packaging
  
• A description of the issue
  
• Your order number and business details
  
• Proof of purchase
  

Once the issue is assessed:

• If the product is confirmed to be faulty or damaged, we will arrange a replacement, repair, or refund.
  
• If required, we will provide instructions for returning the item or may request that the goods be disposed of.
  
• Return shipping costs will be covered only where a product issue is confirmed to be our responsibility.
  

Returns not accepted

The following cannot be returned:

• Sale or clearance items (unless deemed faulty by us)
• Testers
  
• Products that have been opened, used, or altered.
  
• Products damaged due to improper storage, handling, or conditions outside our control (e.g. heat exposure, moisture, or contamination).
  

Storage and Handling Responsibility

To ensure product quality, wholesalers are responsible for maintaining proper storage conditions once goods are delivered. Products affected by the following may not qualify for replacement, as these factors can compromise product integrity:

• heat fluctuations
  
• prolonged exposure to sunlight
  
• humidity or moisture
  
• poor storage environments
  

Wholesale customers must adhere to our storage guidelines below:

• Store all Nina Bailey products below 25°C.
• Avoid direct sunlight and heat sources.
• Do not leave products in cars or hot warehouses.
• Keep away from humidity and extreme temperature changes.

*** Retailers are fully responsible for storage conditions after delivery.

Sale of expired stock

To ensure the quality and safety of our products, wholesale clients must not keep stock on their shelves for longer than 12 months. If wholesale clients exceed this timeframe products may no longer perform as intended, and we cannot accept returns or replacements for expired products.

We also reserve the right to instruct wholesale customers not to sell any stock that has exceeded its recommended shelf life. This is to ensure product quality, safety, and the reputation of Nina Bailey Australia. Wholesale customers must comply with these instructions and remove any expired products from sale immediately.

 

What we do not cover

• Theft or loss: We are not responsible for stock that is stolen, lost, or damaged after delivery.
• Improper storage or handling: Damage caused by heat, sunlight, humidity, freezing, or general mishandling is the client’s responsibility.
  
• Slow sales: Returns will not be accepted due to overstock or lack of sales.
• Indirect or consequential losses: We are not liable for lost profits, resale losses, or business interruptions.
  
• Misuse of products: Damage caused by using products outside their intended purpose (e.g., improper burning, rebranding) is not covered.

Return Shipping

For change-of-mind returns or non-faulty products:

• You are responsible for the cost of returning the goods.
  
• We recommend tracked shipping and insurance for items over $75, as lost or damaged return parcels cannot be refunded.
  

For confirmed faulty or damaged goods:

• Return shipping will be covered by us, or alternative arrangements will be made.
  

 

Processing Times

Once returned items are received and inspected:

• Exchanges or credits will be processed within 5–10 business days.
  
• Refunds (where applicable) will be processed through the original payment method unless otherwise arranged.
  

END CUSTOMERS RETURNS POLICY

Nina Bailey products are supplied to our wholesale clients for resale. If you purchased through a retailer, please contact them directly for any returns, as we can only process these types of returns from our wholesale customers.

Returns from End Consumers

• If you purchased a product from a retailer or wholesale client, please contact the store where you bought it.
  
• We are not responsible for returns, refunds, or exchanges for products purchased from our wholesale clients.
  

Wholesale Returns (Only for Wholesale Customers)

Wholesale customers may request a return or replacement if the product is faulty, damaged on delivery, or not of acceptable quality at the time of supply.

• Proof of purchase (invoice or order number) is required.
  
• We reserve the right to inspect the returned goods before approving a refund or replacement.
  

Storage and Handling

• Wholesale clients are responsible for storage and handling once goods are delivered.
  
• We are not liable for damage caused by improper storage, environmental conditions (heat, humidity, sunlight), or mishandling.
  

Products Not Eligible for Return

• Products purchased by end consumers from wholesale clients.
  
• Items damaged after delivery due to storage or handling.
  
• Minor natural variations in products colour, scent, or texture.
• Change of mind.
  

Shipping Costs

• Wholesale customers are responsible for the cost of returning goods to us unless the return is due to a confirmed fault or damage on delivery.