Returns&Refund Policy

Returns & Refund Policy

We want you to feel genuinely comfortable in your NAELA women’s soft boxer. If something doesn’t feel right, we’re here to help.

This policy applies to purchases made directly from naela.co (the “Site”) and is in addition to any rights you have under the Australian Consumer Law (ACL).

Change of Mind Returns

For hygiene reasons, underwear and intimates can only be returned if they are:

  • Unworn and unused.

  • In their original condition, with all tags and hygiene stickers intact.

  • In the original packaging.

If these conditions are met, we offer change-of-mind returns within 30 days of delivery.

Items That Cannot Be Returned

We are unable to accept returns for:

  • Items that have been worn, washed, or altered.

  • Items returned without original tags or hygiene stickers.

  • Items marked as final sale (if specified on the product page).

  • Gift cards.

Faulty or Incorrect Items

If you receive a faulty item or an item that is not what you ordered, please contact us as soon as possible at hello@naela.co with:

  • Your order number.

  • A description of the issue.

  • Clear photos of the product and the fault (if visible).

Where a product is confirmed to be faulty or incorrect, we will offer a replacement, store credit, or refund in line with your rights under the Australian Consumer Law.

How to Request a Return

  1. Email us at hello@naela.com.au with your order number and reason for return.

  2. We will review your request and, if approved, provide return instructions.

  3. Carefully pack your item(s) in the original or secure packaging.

Return Shipping Costs

For change-of-mind returns, customers are generally responsible for return postage costs unless otherwise stated.

For faulty or incorrect items, where a return is required, we may provide a prepaid return label or reimburse reasonable return shipping costs, in line with our obligations under applicable consumer laws.

Refunds

Once your return is received and inspected, we will notify you via email. If approved, your refund will be processed to your original method of payment.

Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or payment provider.

Exchanges

At this stage, we may not offer direct size exchanges. If you would like a different size or colour, we recommend:

  • Requesting a return for the original item (if eligible), and

  • Placing a new order for the desired size or colour.

Australian Consumer Law

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 they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact Us

If you have any questions about this policy, please contact us at:
hello@naela.com.au

Last updated: [18/11/2025]