Refunds & Returns

Fair, clear, and built on trust.

Nana’s Quest follows Australian Consumer Law to ensure a fair and respectful experience for both buyers and sellers.

1. Your rights as a buyer

Under Australian Consumer Law, you are entitled to a refund, repair, or replacement if an item is faulty, damaged, or significantly different from its description.

Vendors are responsible for meeting these obligations, and Nana’s Quest supports both sides in resolving issues fairly.

2. Faulty or incorrect items

Eligibility Applies if an item is faulty, damaged in transit, or not as described

Timeframe Contact the seller within 14 days of receiving the item

Return shipping The seller is responsible for return shipping costs

The seller will work with you to provide a refund, replacement, or repair.

3. Change of mind

Change-of-mind returns are not required under Australian law.

Seller discretion Some sellers may offer returns — check their individual policy

Shipping costs Buyers may need to cover return shipping if accepted

4. How to return an item

Contact the seller

Use the Nana’s Quest messaging system and include photos or details of the issue.

Agree on a solution

Work with the seller to determine the outcome — refund, repair, or replacement.

Send the item back

If required, package the item carefully and follow the seller’s instructions.

5. Seller responsibilities

Vendors must comply with Australian Consumer Law and clearly display their return policies.

Typical policy includes:

Faulty items accepted within 14 days
Change of mind not accepted unless stated
Refunds processed within 7 business days
Refunds returned to original payment method or store credit

6. Disputes

If a resolution cannot be reached, Nana’s Quest can step in to help mediate.

Provide photos and communication history
We review the situation fairly
A final decision may be made where necessary

7. Non-returnable items

Digital products (unless faulty)
Custom or personalised items (unless faulty)
Final sale items (unless faulty)

8. Refund timing

Processing time Refunds are typically processed within 7 business days

Inspection Items may need to be received and checked first

9. Community standards

Nana’s Quest is a respectful, creative space.

Spam or abusive behaviour is not tolerated
Accounts may be suspended or removed if policies are breached

We’re here to help.

Most issues are resolved quickly through communication. If you need support, reach out and we’ll guide you through it.

Contact Support Read FAQs

By using Nana’s Quest, you agree to these refund and return terms.