If something isn't right
Last updated: 10 September 2026
We want you to love what you order from NèBel Lab. If something is not right, here is how we handle it.
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Faulty, damaged or incorrect items
If your order arrives damaged, is faulty, or is not what you ordered, contact us within 7 days of delivery through our Contact page. Please include your order number and a photo of the item and packaging. We will arrange a replacement or a full refund, including any postage you paid, and we will cover the cost of returning the item.
Change of mind
Because our products are skincare, we can only accept change-of-mind returns for items that are unopened, unused, with the seal intact, returned within 14 days of delivery. Return postage for change-of-mind returns is at your cost, and we recommend using a tracked service. Once we receive and inspect the item we will refund the product price to your original payment method. Original postage is not refunded on change-of-mind returns.
For hygiene and safety reasons we cannot accept returns of opened or used skincare products unless they are faulty.
Reactions or sensitivity
Every skin is different. If you experience irritation, stop using the product and contact us. We will talk it through with you, and where appropriate we will offer a refund or exchange. If you have sensitive skin, we recommend a patch test on a small area before first use.
How refunds are paid
Refunds go back to the payment method you used at checkout, usually within 5 to 10 business days of us approving the refund. We will email you when it has been processed.
How to start a return
- Go to our Contact page and send us a message with your order number and the reason for the return.
- We will reply with return instructions and, for faulty or incorrect items, a prepaid return label.
- Pack the item securely and post it back. Keep your tracking number.
Contact
NèBel Lab, Elanora, Queensland, Australia Email: info@nebel.com.au
Or use our Contact page