Last updated: 2 August 2026. This policy forms part of, and should be read with, our Terms & Conditions.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 products replaced or refunded if they fail to be of acceptable quality. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy under the ACL that cannot lawfully be excluded.

New Zealand customers: if you purchase as a consumer in New Zealand, our products also come with guarantees under the Consumer Guarantees Act 1993 (NZ), and nothing in this policy limits your rights under that Act or the Fair Trading Act 1986 (NZ) to the extent they apply and cannot lawfully be excluded.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us at contact@nouraide.com within a reasonable time with your order number and photos. We will arrange a replacement or refund (including reasonable return postage where required) in accordance with the ACL.

Change of mind

Because our products are foods, we can only accept change-of-mind returns where the product is unopened, unused, with all seals intact, and returned within 30 days of delivery. Return postage for change-of-mind returns is at your cost, and refunds are issued to your original payment method once the product is received and inspected. We cannot accept change-of-mind returns of opened product for food safety reasons. This policy is in addition to your ACL rights, not instead of them.

Recalls and product quality concerns

If a product is recalled, we will provide a replacement or full refund, including any return costs — see our Terms & Conditions for details. If you have a product quality concern or experience an unexpected reaction, stop use, seek advice from your doctor or pharmacist, and contact us at contact@nouraide.com with your order number and the batch number printed on the pack.

How to make a return

Email contact@nouraide.com with your order number and the reason for the return, and we will provide return instructions. Refunds are processed to your original payment method once approved.