Returns & Refunds
A clear route back
Issued September 8, 2026
For a change of mind, you can request a return within 30 days after receiving your purchase. The product must be unused and unopened, with any hygiene seal intact. Email support@nylmetha.com to begin.
The 30-day option, at a glance
- Request date: contact us during the 30-day period; you do not need to guess a return destination or mail the item before receiving instructions.
- Product condition: keep the item unused and unopened, with its original packaging and any included components.
- Return postage: you pay the return shipping cost when returning because you changed your mind.
- Refund basis: the amount paid for the eligible returned item. Original delivery charges are not refunded for a change of mind unless applicable law requires otherwise.
These conditions describe our voluntary return offer. They do not set the deadline or condition requirements for a faulty, unsafe, damaged, incorrectly supplied or misdescribed product.
One message, then the return instructions
- Tell us about the purchase. Include an order number or other reasonable proof of purchase, identify the item, and say whether this is a preference return or a product problem.
- Use the route we provide. We will explain the appropriate next step and, if a return is needed, give the destination and packing instructions. The business contact address and an address printed on a parcel are not automatically return addresses.
- Keep the postage record. Pack the item to protect it and retain the dispatch receipt and tracking details, if available. These can help us locate the parcel.
If the product or delivery is wrong
Tell us what happened and attach relevant photographs if available. We may ask for reasonable details or an assessment of the item. Opening a package, using a product before discovering a fault, or being unable to produce a photo does not automatically cancel a legal remedy.
We will address wrong items, damage and other product failures according to the circumstances and the rights that apply. Where we are responsible for the problem, we will arrange or reimburse the reasonable return costs required by law. Ask us about the return method before paying postage so the arrangements are clear.
Australian consumer guarantees cannot be excluded. For a major failure, a customer covered by those guarantees can choose a refund or replacement and may have additional entitlements; other failures must also be remedied as the law requires. Customers elsewhere retain the mandatory remedies applicable to their purchase. Our 30-day offer does not replace or shorten them.
Following the money back
After the returned item or product concern has been assessed, we will communicate the decision and amount due. An eligible refund is sent to the original payment method unless a different lawful arrangement is needed or agreed. We will issue it promptly and within any deadline the law requires. The bank or payment service determines when the credit becomes visible after processing.
If you have requested a refund and need an update, reply with the order reference. Please do not email complete card or bank-login details.
If your order has not arrived yet
Contact us promptly for a cancellation or amendment. We will establish whether the order can still be changed or whether a return process is needed. The cancellation and refund rights relevant to an unshipped or delayed order remain available; see Shipping & Delivery.