NEW
Refund policy
Nuppy.shop Return & Refund Policy
A Better Way to Shop. A Better Way to Be Supported.
Effective Date: 30 August 2026
Last Updated: 30 August 2026
At Nuppy.shop, we believe your relationship with a brand should not end when your order arrives.
It should begin there.
We carefully select products for our customers, but we also understand that sometimes an order may not arrive as expected. A product may arrive damaged, the wrong item may be delivered, or an issue may become apparent after you receive it.
When that happens, you should not feel that you are on your own.
Our Return & Refund Policy is designed around a simple principle:
If something goes wrong with your Nuppy order, we will listen, investigate the issue and work with you toward an appropriate solution.
This policy explains how returns, refunds, replacements and product issues are handled at Nuppy.shop.
Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law (ACL) or any other applicable law.
1. Our Customer Promise
At Nuppy, we don't want customers to remember us only because they purchased a product.
We want them to remember us because we stood behind the purchase.
If you receive an item that is damaged, defective, materially different from what you ordered, or otherwise affected by a problem covered by applicable consumer law, please contact us.
We will review the circumstances and determine the appropriate remedy.
Depending on the nature and seriousness of the issue, the solution may include:
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A replacement
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A refund
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A repair where appropriate
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A partial refund where appropriate
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Another appropriate remedy
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Compensation where required by applicable law
For Australian customers, consumer guarantees under the Australian Consumer Law apply automatically where applicable and cannot be removed by this policy.
2. Our 30-Day Nuppy Product Support Window
For ordinary Nuppy dropshipping orders, we provide a 30-day product support window beginning on the date you receive your order.
During this period, if you discover a product issue that appears to be related to:
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Manufacturing quality
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Damage during delivery
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The wrong product being supplied
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A missing component
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A product that does not materially match its description
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Another issue attributable to the product or fulfilment process
please contact us as soon as reasonably possible.
Our 30-day support window is intended to make the process simple and reassuring.
Important: This 30-day period does not limit or replace any consumer guarantees or other rights that may apply to you under Australian law. Australian consumer guarantees can continue for a reasonable period depending on the product and circumstances, even where a separate warranty or support period has ended.
3. If Your Product Arrives Damaged
We understand how disappointing it is to receive something you've been looking forward to and discover that it has been damaged during delivery.
If your product arrives damaged:
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Contact Nuppy Customer Care.
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Provide your order number.
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Send clear photographs of the product and packaging.
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If possible, provide a short video showing the issue.
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Explain what happened.
We will assess the information and work with you toward an appropriate solution.
Where the issue is confirmed to be a supplier, fulfilment or delivery-related problem, we may arrange a replacement or refund, depending on the circumstances.
Where applicable, reasonable return costs associated with a faulty product will be handled in accordance with Australian Consumer Law.
4. Wrong Item Received
If you receive an item different from the product you ordered, please contact us.
We may ask for:
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Your order number
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A photograph of the item received
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A photograph of the packaging or shipping label
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Other information reasonably necessary to investigate the issue
Once confirmed, we will work toward an appropriate solution, which may include:
A replacement of the correct product or a refund, depending on the circumstances and availability.
You should not be financially disadvantaged because we sent you the wrong product.
5. Product Defects or Quality Problems
If your product develops a defect or does not perform as reasonably expected, please contact Nuppy.
We may ask you to provide photographs, video or other reasonable information so that we can understand the problem.
Depending on the circumstances, we may offer:
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Repair
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Replacement
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Refund
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Another appropriate remedy
The remedy will depend on the nature and seriousness of the problem and applicable consumer law.
For Australian customers, products are covered by consumer guarantees that may include requirements relating to acceptable quality, fitness for purpose and matching their description.
6. Major Problems
If a product has a major failure under Australian Consumer Law, you may have the right to choose between a refund and replacement, together with any other remedies available under the law.
You may also have rights to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.
Nuppy's policy does not remove or reduce these rights.
If you believe your product has a major problem, please contact us and clearly explain the issue.
We will assess the matter and respond in accordance with applicable law.
7. Minor Problems
Where a problem does not amount to a major failure, the appropriate remedy may be a repair or replacement, depending on the circumstances.
If a problem cannot be appropriately resolved within a reasonable time, further remedies may become available under applicable law.
Our aim is always to resolve the matter fairly and efficiently.
8. Change-of-Mind Returns
We understand that sometimes you may simply change your mind.
However, Australian Consumer Law generally does not require a business to provide a refund merely because a customer:
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Changed their mind
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Found the product cheaper elsewhere
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Decided they no longer wanted the product
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Decided they had no use for the product
unless the business has voluntarily offered a change-of-mind policy.
Because Nuppy uses an international dropshipping fulfilment model, change-of-mind returns may require the customer to cover reasonable return shipping costs unless otherwise agreed by Nuppy.
Before returning a change-of-mind item, please contact us first.
Do not send an item to an address without receiving return instructions from Nuppy.
9. Return Shipping Costs
The responsibility for return shipping depends on why the product is being returned.
Product Problem
If the return relates to a confirmed product fault or another issue for which Nuppy is responsible, we will handle return costs in accordance with applicable law and the circumstances of the case.
Wrong Item
If Nuppy or its fulfilment partner sent you the wrong product, we will work with you regarding the appropriate return and replacement arrangements.
Change of Mind
For voluntary change-of-mind returns, the customer may be responsible for reasonable return shipping costs.
Because some products may need to be returned internationally, return shipping can sometimes be expensive.
For this reason, please contact Nuppy before sending anything back.
10. Please Do Not Return an Item Without Contacting Us
This is important.
Do not send a product back to the supplier, warehouse or any address you find online.
Our fulfilment partners may operate different warehouses and return procedures.
Contact Nuppy first so we can provide the correct instructions.
Returning an item to an incorrect location may delay your claim.
11. How to Request a Return or Refund
Starting a claim should be simple.
Please contact:
Nuppy Customer Care
Email: info.nuppy80@gmail.com
Include:
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Your full name
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Order number
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Product name
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Date the order was received
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Description of the issue
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Photographs or video where relevant
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Your preferred resolution, where appropriate
You do not need to write a complicated explanation.
Just tell us what happened.
Our team will review the information and contact you with the next steps.
12. Evidence We May Request
To investigate a product issue, we may reasonably request:
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Photographs
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Video
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Order confirmation
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Shipping information
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Product information
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Description of the problem
This is not intended to make the return process difficult.
It helps us understand what happened, communicate with our fulfilment partners and determine the appropriate solution.
Where Australian Consumer Law applies, we will not impose conditions that unlawfully restrict your consumer guarantee rights.
13. Refunds
Where a refund is approved, we will normally process it using the payment method associated with the original transaction, where reasonably possible.
The time it takes for the refunded amount to appear in your account may depend on:
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Your payment provider
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Your bank
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The payment method
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Processing times outside Nuppy's control
A refund processed by Nuppy may therefore not appear immediately in your bank or payment account.
14. Replacement Orders
Where appropriate, Nuppy may offer a replacement instead of a refund.
A replacement may be offered when:
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The original item is damaged
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The wrong item was supplied
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The item has a confirmed quality issue
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A replacement is an appropriate remedy under applicable law
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The product remains available
Where a replacement is agreed, we will provide the relevant shipping information once the replacement has been arranged.
15. If a Replacement Is Not Available
Sometimes a product may become unavailable.
If an appropriate replacement cannot reasonably be provided, we will consider another appropriate remedy, including a refund where required or appropriate.
Our goal is not to force you into accepting an unsuitable product.
16. Returns to Our Fulfilment Partner
Depending on the circumstances, Nuppy may instruct a customer to return an item to a designated fulfilment or supplier facility.
Some products may ultimately be returned to an overseas warehouse.
If this happens, Nuppy will provide the applicable return instructions before you send the product.
For certain supplier-related returns, the supplier may inspect the item before approving a refund or replacement.
Nuppy will manage the customer-facing process with you.
You should not be required to negotiate directly with our supplier.
17. Supplier and Fulfilment Claims
Nuppy works with third-party fulfilment and supply partners.
Where a product issue is attributable to a supplier or fulfilment partner, we may submit a claim through our supplier's dispute and reimbursement process.
This is an internal business process.
Your relationship is with Nuppy, not with our supplier.
You should contact Nuppy Customer Care rather than attempting to resolve the supplier claim yourself.
18. Return Conditions
For voluntary change-of-mind returns, Nuppy may require the product to be:
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Unused
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In resalable condition
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Returned with included accessories where reasonably possible
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Returned using the instructions provided by Nuppy
However, these conditions do not override consumer guarantee rights where a product has a fault or other problem covered by Australian Consumer Law.
A business cannot impose ordinary change-of-mind conditions on a customer who is exercising a consumer guarantee right.
19. Products Damaged by Misuse
A customer may not be entitled to a remedy under consumer guarantees where the problem was caused by the customer's misuse, abnormal use or other conduct outside the circumstances covered by the applicable consumer guarantees.
If we believe misuse may have caused the problem, we may ask for additional information so we can fairly assess the situation.
We will not automatically reject a claim without considering the circumstances.
20. Sale Products and Promotional Items
Products purchased during a sale or promotional event remain subject to applicable consumer guarantees.
A discount does not remove a customer's rights under Australian Consumer Law.
However, voluntary change-of-mind returns may be subject to the conditions stated in this policy or any specific terms clearly presented at the time of purchase.
21. Shipping Delays and Lost Orders
If your order has not arrived within the expected delivery period, please contact us.
We may investigate the shipment with our fulfilment or shipping partner.
Where an order is confirmed lost or cannot reasonably be delivered, we will work with you toward an appropriate solution, subject to applicable law and the circumstances.
22. Our Promise When Something Goes Wrong
We cannot promise that every order will be perfect.
What we can promise is how we intend to respond when something goes wrong.
We will:
Listen.
Investigate.
Communicate.
Act fairly.
And work toward a reasonable solution.
We believe that the true character of a brand is not demonstrated when everything goes perfectly.
It is demonstrated by what the brand does when something doesn't.
23. Australian Consumer Law
Nuppy.shop recognises that Australian customers may have rights under the Australian Consumer Law.
Those consumer guarantees apply automatically where applicable and cannot be excluded, restricted or replaced by a store policy.
Depending on the circumstances, Australian consumers may have rights to:
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Repair
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Replacement
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Refund
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Cancellation
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Compensation for reasonably foreseeable loss or damage
The appropriate remedy depends on the nature and seriousness of the problem.
Nothing in this Return & Refund Policy is intended to take away any right you have under applicable law.
24. Questions About Your Return?
You do not need to worry about using complicated legal language.
Simply contact us and tell us what happened.
Nuppy Customer Care
Email: info.nuppy80@gmail.com
Please include your order number whenever possible so that we can locate your purchase quickly.
Our Commitment to You
At Nuppy, we are not trying to create a business where a customer makes one purchase and disappears.
We are building a brand that people can return to with confidence.
A product may be the reason someone discovers Nuppy.
Trust is the reason they come back.
We want every order to be more than a transaction.
We want it to be an experience where you know that someone is willing to listen, communicate and stand behind the relationship.
Nuppy.shop — The Destination of Happiness.
Shop with confidence.
Choose with confidence.
And know that when you need us, we're here.
