Refund policy

Last updated: 3 October 2026

We want everything from Nana's Glow to bring you joy for many Christmases to come. If something isn't right, here's how we'll help.

30-day returns

If you change your mind, you can return your item within 30 days of delivery for a refund, as long as it is unused, in its original condition and returned with all original packaging and decorations.

  • Change-of-mind return postage is paid by you, and original shipping fees are not refundable.
  • We recommend using a trackable postage service, as we can't refund a return that doesn't reach us.

How to start a return

Please contact us with your order number before sending anything back. We'll reply with return instructions and the return address. Items sent back without contacting us first may not be able to be processed.

Faulty, damaged or incorrect items

If your order arrives damaged, is faulty, or isn't what you ordered, please contact us as soon as possible with your order number and a photo of the problem. We'll make it right with a replacement, repair or refund, and we'll cover the cost of returning a faulty item.

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

Nothing in this policy limits your rights under the Australian Consumer Law.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are made to your original payment method, usually within 5 to 10 business days, depending on your bank.

Exchanges

If you'd like a different style or size, the quickest way is to return the item you have and place a new order for the one you'd like.

Bundles and promotions

If you return part of an order that received a bundle or multi-buy discount, your refund will be based on the discounted price you actually paid for the returned item.

Questions

Email us at nanasglowofficial@gmail.com or use our Contact page. We're happy to help.