Refund Policy

At NueShape, your experience matters to us. Our goal is to provide high-quality shapewear and a clear, fair, hassle-free return process. Because our products are intimate apparel, strict hygiene standards apply for the safety of all customers. This policy outlines how returns, store credits, refunds, and defect claims are handled, in full compliance with Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Returns

All return requests must be submitted within seven (7) days of delivery.
Items must be unworn, unwashed, unused, free of scent, stains, makeup, or damage, with the hygiene seal fully intact, and in original condition.

Due to hygiene regulations and the nature of intimate apparel, NueShape does not require customers to physically return items. All returns are processed through a photo-only verification process.

Returns that do not meet the required hygiene and condition standards will not be eligible for store credit, refund, or exchange.

Return Process (Photo-Only Verification)

To request a return, email us at info@nueshape.com.au with:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

  • Clear photos of the item(s) showing their full condition

  • For defective items: photos or videos clearly showing the issue

  • Optional: packaging photos if damaged

We will review your submission and confirm whether the return request has been approved.
Physical returns are not required unless specifically requested for further inspection.

Refunds, Store Credit, and Eligibility

Once your request is reviewed and approved, you will receive either a refund or store credit depending on the eligibility of your return.

Defective, damaged, or incorrect items
Eligible for a full refund to the original payment method, as required under ACL.

Non-defective items (change of mind, wrong size, preference, etc.)
Eligible for store credit only.
No refunds are issued for non-defective or change-of-mind returns.

Sale items
Eligible for store credit only, unless proven defective.
Defective sale items qualify for a full refund as required by ACL.

Store credit will be issued once your return request has been approved.

Refunds may take 1–2 billing cycles to appear on your statement depending on your bank or payment provider.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, you must contact us within forty-eight (48) hours of delivery.

Please include:

  • Clear photos or videos showing the damage or defect

  • Photos of the packaging if it arrived damaged

If confirmed defective or incorrect, you may choose a refund, replacement, or store credit in accordance with ACL.

Items damaged due to misuse, improper care, or wear are not eligible.

Exceptions and Non-Returnable Items

Because shapewear is intimate apparel, we cannot accept returns or issue credit for:

  • Items that are worn, used, or washed

  • Items with a broken or missing hygiene seal

  • Items with visible wear, stretching, stains, makeup, perfume, or deodorant

  • Items not returned in original condition

  • Items outside the 7-day return window

  • Items submitted without photo verification

  • Items altered or damaged after delivery

Sale items receive store credit only unless defective.

One-Time Replacement Exception

In rare cases, we may offer a replacement without requiring the original item to be returned.
If you are not satisfied with the replacement, you must return both the original and replacement items to qualify for a refund.
This exception can only be used once per customer.

Exchanges

Exchanges follow the same rules as returns.
If the requested size or item is unavailable, store credit will be issued.
Non-defective exchanges receive store credit only.

Delivery Delays

Estimated delivery time is 7–14 business days.

Orders are not eligible for cancellation or refund due to transit delays unless the delay exceeds thirty (30) days beyond the estimated delivery timeframe. This means refunds for delays are only considered after approximately forty-five (45) days from dispatch.

This does not affect your rights under ACL for defective goods.

Refund Processing Times

Once approved, refunds to your original payment method may take up to ten (10) business days to process.
Store credit is issued immediately once approved.

If more than fifteen (15) business days have passed since your refund was approved, please contact us at info@nueshape.com.au.