Refund policy

1. Overview

At Nano Kare, we want you to feel confident shopping with us. This policy is designed to be fair, transparent, and compliant with the Australian Consumer Law (ACL), while recognising that professional hair treatments can be influenced by individual factors.

2. Results & Professional Recommendation

Nano Kare products are professional-grade cosmetic treatments. For best results, we recommend application by a qualified hair professional or experienced stylist, particularly if your hair has prior chemical history, damage, or sensitivity.

As with all professional hair treatments, individual results may vary depending on factors such as hair condition, previous chemical services, application technique, processing time and temperature, and aftercare routine.

Important: Outcomes or personal dissatisfaction alone do not indicate a product fault and are not, by themselves, grounds for a refund.

If you experience an issue, please contact us first so we can review your case and provide guidance before any further treatment is performed.

3. Change of Mind & Incorrect Orders

We are happy to accept returns for change of mind or incorrect purchases, provided that:

  • The product is unused and unopened

  • It is in its original packaging

  • A return request is submitted within 14 days of delivery

  • Proof of purchase is provided

Return shipping costs for change-of-mind or incorrect orders are the responsibility of the customer.

4. Domestic & International Orders

Domestic Orders (Australia)
Return requests must be submitted within 14 days of delivery. Products must be unused, unopened, and in original condition.

International Orders
Return requests must also be submitted within 14 days of delivery. International customers must arrange return shipping using a trackable service. Local return labels are not available for overseas orders.

5. Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return or refund unless required under Australian Consumer Law:

  • Opened, used, or partially used cosmetic products

  • Products returned without prior approval

  • Sale or promotional items

  • Gift cards

6. Faulty, Damaged, or Incorrect Items

Please inspect your order upon delivery. If your item arrives faulty, damaged, defective, or incorrect, contact us as soon as possible so we can assess the issue in line with ACL.

To assess a claim, we may request proof of purchase, photos or videos, the product batch or lot number, and details of how the product was used. This helps us determine the most appropriate resolution.

7. Exclusions

Refunds or replacements may be declined where the issue results from misuse, incorrect application, failure to follow instructions, unsuitable hair condition, undisclosed chemical history, interaction with other products or services, or factors outside our control.

8. How to Request a Return

To request a return, please email info@nanokare.com.au with your order number and reason for the request.
If approved, we will provide return instructions. Items sent back without approval may not be accepted.

9. Refunds

Approved refunds are processed to the original payment method within 10 business days after inspection. Please note that banks and payment providers may take additional time to finalise the refund.

10. Exchanges

If you prefer an exchange, please complete the return process first (if eligible), then place a separate order for the replacement item.

11. Marketing & Product Information Disclaimer

Product descriptions and marketing statements are provided for general guidance only and do not constitute a guarantee of results. Individual outcomes may vary due to factors beyond our control.

12. Your Consumer Rights

This policy does not limit your rights under the Australian Consumer Law. Where a product is confirmed to be faulty, defective, or not as described, remedies will be provided as required by law.

For more information, please visit NSW Fair Trading:

13. Contact Us

Email: info@nanokare.com.au
Phone: +61 459 581 695 (AEST business hours)

Thank you for choosing Nano Kare! We are committed to ensuring a smooth and fair process for all our customers.