RETURNS & REFUNDS POLICY

Last Updated: September 24, 2026

At Nerava™, we are committed to providing high-quality products and a reliable shopping experience.

Please review our Returns & Refunds Policy carefully before placing an order. This policy outlines the conditions under which returns, replacements, and refunds may be requested.

All purchases made through our online store are subject to the following terms and applicable consumer protection laws, including the Australian Consumer Law (ACL).

1. RETURNS POLICY — 14-DAY NOTIFICATION PERIOD

We encourage all customers to carefully inspect their orders upon delivery.

If your product arrives damaged, defective, incorrect, or otherwise fails to meet applicable consumer guarantees, please contact our customer support team as soon as possible.

We recommend reporting any issues discovered upon delivery within 14 calendar days of receiving your order.

This allows our team to investigate the circumstances promptly and assist you with an appropriate resolution.

The 14-day notification period is a recommended reporting timeframe and does not limit or exclude any rights available under Australian Consumer Law.

Claims relating to defective products or other failures to meet applicable consumer guarantees will be assessed in accordance with the law, including where an issue is discovered or reported after the initial 14-day period.

2. NO CHANGE-OF-MIND RETURNS

All purchases made through Nerava™ are final in respect of voluntary returns.

We do not accept returns, exchanges, or refunds solely because a customer has changed their mind.

This includes, but is not limited to, the following circumstances:

• You no longer want or need the product.
• You have changed your mind after placing your order.
• You have purchased the wrong product, model, colour, or variation.
• You have found the same or a similar product at a lower price elsewhere.
• You have decided not to use the product after receiving it.
• The product does not meet your personal preferences or expectations for reasons unrelated to a failure to meet applicable consumer guarantees.

Customers are responsible for reviewing all product descriptions, specifications, compatibility requirements, and order details before completing their purchase.

By placing an order with Nerava™, you acknowledge that we do not offer voluntary returns or exchanges for change of mind.

Nothing in this section excludes, restricts, or modifies any rights or remedies available under applicable consumer protection laws.

3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If your Nerava™ product arrives damaged, defective, incorrect, or fails to function as advertised, please contact our customer support team.

Email: neravaofficial@gmail.com

To help us investigate your claim efficiently, please provide the following information where reasonably available:

• Your order number.
• The email address associated with your purchase.
• A detailed description of the issue.
• Clear photographs showing any visible damage, where appropriate.
• A short video demonstrating the reported malfunction, where reasonably possible.

Our customer support team may request additional information where reasonably necessary to assess the reported issue.

We may inspect or assess the product before determining the appropriate remedy, subject to applicable consumer protection laws.

Where a product fails to meet applicable consumer guarantees, Nerava™ will provide the remedy required by law.

For a major failure, customers may be entitled to choose between a replacement and a refund.

For a minor failure, Nerava™ may initially provide a repair or another appropriate remedy in accordance with Australian Consumer Law.

Photographs, videos, or additional documentation will not be required where obtaining them would be unreasonable or where sufficient evidence is otherwise available.

4. CONDITIONS FOR VOLUNTARY RETURNS

Nerava™ does not offer voluntary returns for change of mind.

Where we exceptionally agree to accept a voluntary return outside our standard policy, we may require that:

• The product is unused and in its original condition.
• All original accessories and components are included.
• The product is returned in its original packaging.
• The customer provides proof of purchase.
• The return is authorised by our customer support team.

Any exceptional voluntary return arrangement must be confirmed in writing by Nerava™.

These conditions apply exclusively to voluntary returns and do not restrict returns or other remedies required under applicable consumer protection laws.

5. CUSTOMER-CAUSED DAMAGE

Nerava™ does not provide voluntary returns or refunds for damage caused by improper use, accidental damage, unauthorised modifications, or failure to follow the product's instructions.

Examples include:

• Accidental breakage caused by the customer.
• Damage resulting from improper handling.
• Damage caused by unauthorised repairs or modifications.
• Damage resulting from use outside the product's stated operating conditions.

Where a problem is caused solely by customer misuse rather than a failure to meet an applicable consumer guarantee, Nerava™ is not required to provide a remedy under those guarantees for that problem.

This does not affect the customer's statutory rights in relation to any separate defect or failure covered by applicable consumer protection laws.

Each reported issue will be assessed according to its individual circumstances.

6. RETURN AUTHORISATION AND SHIPPING

If a return is necessary to assess or resolve a reported product issue, our customer support team will provide the appropriate instructions.

Please contact us before sending a product back so that we can provide the correct return address and handling information.

Do not send products to the address displayed on the original shipping label unless our customer support team has confirmed that the address is authorised to receive returns.

Where a product is confirmed to have failed to meet applicable consumer guarantees, Nerava™ will cover or reimburse reasonable return shipping costs where required by law.

Customers should retain proof of postage and relevant shipping receipts.

Failure to obtain return authorisation does not remove any statutory rights available under applicable consumer protection laws.

7. REFUNDS AND REPLACEMENTS

Refunds and replacements are provided where required under applicable consumer protection laws or where expressly agreed by Nerava™.

If a product has a major failure under Australian Consumer Law, the customer may be entitled to choose between a refund and a replacement.

For a minor failure, Nerava™ may provide a repair within a reasonable time.

If the issue cannot be resolved within a reasonable time, the customer may become entitled to additional remedies under applicable law.

Where a refund is required, it will be processed using the original payment method unless otherwise agreed with the customer and permitted by law.

Refunds will be processed without undue delay.

Your bank or payment provider may require additional time to make the funds available in your account.

Nerava™ will not impose unauthorised restocking fees, administrative charges, or deductions from refunds required under applicable consumer protection laws.

8. AUSTRALIAN CONSUMER GUARANTEES

Our goods 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 compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These statutory rights apply independently of our voluntary returns policy.

Nothing in this policy excludes, restricts, or modifies any rights or remedies available under Australian Consumer Law or other mandatory applicable consumer protection legislation.

9. ORDER CANCELLATIONS AND MODIFICATIONS

We aim to process orders as efficiently as possible.

If you wish to request a cancellation or modification, please contact our customer support team as soon as possible after placing your order.

Email: neravaofficial@gmail.com

Once an order has entered the processing or fulfilment stage, we may be unable to accommodate voluntary cancellation or modification requests.

Submitting a cancellation request does not guarantee that your order can be cancelled.

Where a cancellation is accepted, we will confirm the cancellation and any applicable refund by email.

Nothing in this section limits any cancellation or refund rights available under applicable consumer protection laws, including where we are unable to supply your order as agreed.

10. SHIPPING DELAYS AND DELIVERY ISSUES

Estimated delivery times are provided for informational purposes and may vary depending on the destination, shipping provider, customs procedures, and other logistical circumstances.

If your order is delayed, please contact our customer support team so that we can investigate its status.

A shipping delay does not automatically entitle a customer to cancel an order solely because the estimated delivery date has passed.

However, where an order is not supplied within an agreed or legally required timeframe, or where a delivery issue otherwise gives rise to statutory rights, we will provide the remedy required under applicable consumer protection laws.

If your order is confirmed lost in transit or cannot be delivered, please contact us so that we can investigate the issue and arrange an appropriate resolution.

Nothing in this section excludes or limits your rights in relation to undelivered goods, unreasonable delays, or failures to supply products as agreed.

11. CONTACT INFORMATION

If you have any questions regarding your order, product quality, or your rights under this policy, please contact our customer support team.

NERAVA™

Customer Support

Email: neravaofficial@gmail.com

Please include your order number and a description of your enquiry so that our team can assist you efficiently.

12. POLICY UPDATES AND LEGAL COMPLIANCE

Nerava™ reserves the right to update or modify this policy from time to time to reflect changes in our business operations, fulfilment procedures, or applicable legal requirements.

Any changes will be published on our official website.

Updates to this policy will not retrospectively remove or reduce any rights that customers have already acquired under applicable law.

Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, statutory right, or remedy that cannot lawfully be excluded, restricted, or modified.

Where any provision of this policy conflicts with mandatory applicable consumer protection legislation, the relevant statutory requirements will prevail.