Refund policy
How long will it take to get my order?
As soon as we receive your order it will take from 5-7 business days to receive your order, depending on your location and time of order. If ordered on the weekend or on a public holiday, your order will be processed and shipped on the following business day.
Approximately 24 hours after your order has been placed you will receive tracking information which will allow you to track your parcel. Please note: if you do not include an email address with your order, we will not be able to send you tracking information.
Express orders will be shipped on the day of order if ordered before 2pm and will be sent via Australia Post.
What is your Shipping Protection Insurance?
If your order is lost, stolen or damaged in transit, this will give you peace of mind we’ll replace it for you ASAP. This is set at $5.50 of, and you can choose to opt in or out.
What does your Shipping Protection Insurance cover?
When your parcel is under investigation with the courier, we will resend your order ASAP. If you don't have Shipping Protection Insurance, we won't resend the order straight away — we will wait for the issue to be resolved with the postal service first.
What is your returns policy?
At Nila Botanics, we strive to provide you with high-quality, natural beauty products that nurture your hair and skin. However, if for any reason you are not completely satisfied with your purchase, we are here to help.
Eligibility for Returns:
- Items must be returned within **30 days** of the purchase date.
- The product must be unused, in its original packaging, and in the same condition that you received it.
- Unfortunately, we cannot accept returns for items that have been used or are no longer in their original condition - unless you have had a reaction to the product in which case, please email us here for more information.
1. To initiate a return, please contact our Customer Service team here with your order number and the reason for the return.
2. Once your return is approved, you will receive instructions on how and where to send your item.
3. All returns will incur a $15 return fee to cover the costs of shipping and processing. This amount will be deducted from your refund.
Refunds:
Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
If approved, your refund (minus the $15 return fee) will be processed to your original payment method within 5-10 business days.
Exchanges:
We do not offer direct exchanges at this time. If you need a different product, please return the original item and place a new order.
Non-Returnable Items:
Any items purchased during a sale and gift cards are not eligible for returns.
Any opened or used items cannot be returned.
Return Shipping:
- Customers are responsible for covering their own return shipping costs. The $15 return fee is applied regardless of your shipping carrier.
Contact Us:
If you have any questions or concerns about our returns policy, feel free to contact us here.