Refund policy

Website: https://www.novashinehu.com/
Business Name: SLF Designs
Customer Service Email: [email protected]

1. Our Commitment to Customers

At Nova Shine HU, we believe that useful stationery should make everyday tasks easier, more organised, and more enjoyable. Whether you are preparing classroom materials, planning a project, taking notes, or arranging your desk, a reliable triangular ruler, a comfortable pen, and a well-made spiral notebook can make a meaningful difference.

We want customers to receive the products they selected in the condition and quality described on our website. If something is not right with an order, we encourage you to contact us so we can understand the issue and work toward an appropriate solution.

This policy explains our voluntary change-of-mind return arrangements, how to report damaged or incorrect products, and how refunds are assessed and processed. It operates alongside, and does not replace, any rights available under the Australian Consumer Law.

2. Change-of-Mind Returns

We offer a voluntary return period of 30 calendar days from the date your order is delivered for eligible products returned because you have changed your mind.

To qualify for a standard change-of-mind return, the product should:

  • Be unused and in its original saleable condition.

  • Be free from marks, stains, writing, bending, water damage, or other signs of use.

  • Include its original packaging, labels, accessories, and included components where reasonably available.

  • Be accompanied by an order number, receipt, or other reasonable proof of purchase.

  • Be reported to our customer service team within the 30-day return period.

For stationery products, condition is particularly important. A pen that has been filled or used, a notebook containing handwriting or removed pages, or a ruler that has been scratched, bent, or marked may not qualify for a change-of-mind return.

Please inspect your order promptly after delivery. If the item is not what you expected, contact us before writing in a notebook, using a pen, marking a ruler, or otherwise putting the product into use.

3. Products That May Not Qualify for Change-of-Mind Returns

To protect product quality and ensure returned stationery can be assessed fairly, we may decline a voluntary change-of-mind return where an item has been:

  • Used, written on, filled, or tested beyond reasonable inspection.

  • Personalised, customised, or produced to a customer's specific requirements, where the exclusion is lawful and was disclosed before purchase.

  • Damaged after delivery through misuse, mishandling, improper storage, or accidental damage.

  • Returned with essential components missing or in a condition materially different from the condition in which it was delivered.

Examples include a spiral notebook with written or torn-out pages, a pen with ink consumed through use, or a plastic triangular ruler that has been cut, deliberately bent, or marked.

These conditions apply only to voluntary change-of-mind returns. They do not remove a customer's rights if an item is faulty, unsafe, materially different from its description, or otherwise fails to meet a consumer guarantee.

Discounted or promotional products remain covered by applicable consumer guarantees. Any special change-of-mind condition must be clearly disclosed before purchase and cannot override statutory rights.

4. How to Request a Return

To request a return, email [email protected] with the subject line “Return Request.”

Please include:

  1. Your full name.

  2. Your order number.

  3. The name and quantity of the product you wish to return.

  4. The reason for the return.

  5. A brief description of the product's current condition.

  6. Photographs, if they help explain the issue.

Our customer service team aims to respond within 2–3 business days. This is a service target rather than a guaranteed response deadline.

If your return is approved, we will explain the return method, packaging expectations, and applicable shipping arrangements. Please wait for our instructions before sending the product to the return address.

5. Return Shipping Costs

For an approved change-of-mind return, customers are generally responsible for the cost of sending the product back to us, unless we expressly agree otherwise or applicable law requires a different arrangement.

If an item arrives damaged, defective, incomplete, or materially different from the product description, please contact us before arranging or paying for return shipping. We will assess the circumstances and explain the appropriate process.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return transportation costs may be recoverable from the business in accordance with the law. Please retain your postage receipt and tracking information.

We recommend using protective packaging and a tracked postal service. This is especially useful for preventing rulers from bending, notebooks from being crushed, or pens from being damaged during transit.

6. Damaged, Defective, or Incorrect Items

We take product concerns seriously. If your triangular ruler arrives cracked or warped, a pen is leaking or cannot function as described, a notebook has missing or damaged pages, or you receive an item different from the one ordered, please contact us as soon as reasonably possible.

Send an email containing:

  • Your order number.

  • The product name.

  • A clear explanation of the problem.

  • Photographs or a short video where practical.

  • Details of any missing components or packaging damage.

Please keep the affected item and its packaging until we have reviewed your report. Do not attempt repairs or modifications before contacting us if doing so could make the issue harder to assess.

Depending on the nature and seriousness of the problem, an appropriate remedy may include a replacement, repair where suitable, refund, or another remedy available under applicable law.

7. Australian Consumer Law — Your Statutory Rights

Products sold to Australian consumers are subject to applicable consumer guarantees under the Australian Consumer Law, contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

These guarantees include requirements that products be of acceptable quality, fit for any disclosed purpose, and match their description or sample where applicable.

For example:

  • A plastic triangular ruler should be reasonably durable, usable for its ordinary measuring purpose, and free from significant undisclosed defects.

  • A pen should function as represented and should not have an undisclosed defect that prevents ordinary use.

  • A spiral notebook should have the pages, binding, and other features represented in its product description.

The remedy depends on the circumstances and whether the failure is major or minor. A major failure may entitle a customer to reject the product and choose a refund or replacement, while a minor failure may generally be addressed by a repair or replacement within a reasonable time. Other remedies may apply depending on the facts.

Our 30-day change-of-mind period does not limit these rights. A statutory consumer guarantee does not automatically expire when a voluntary return period ends.

8. Refund Review and Processing

For a voluntary return, we will review the returned product after it arrives. We aim to complete the assessment within 5 business days of receipt, although unusual circumstances or incomplete information may extend the review period.

Once a refund is approved, we generally aim to submit it to the original payment method within 7 business days, subject to any shorter period required by law.

Your bank, card issuer, or payment provider may need additional time to display the credit. The date we initiate a refund may therefore differ from the date it appears in your account.

If the original payment method is no longer available, please contact us so that we can discuss an appropriate alternative consistent with applicable law.

We will not replace a refund with store credit where the law requires a refund or another specific remedy.

9. Original Shipping Charges and Refund Adjustments

For a standard change-of-mind return, the original shipping charge, if any, is generally not refundable unless we state otherwise or applicable law requires a different result.

Our standard shipping structure is:

  • Orders of US$10.00 or more: free shipping.

  • Orders below US$10.00: US$5.99 shipping.

These original delivery charges are separate from the cost of returning an item. Any refund adjustment will be explained and must be consistent with the terms disclosed at purchase and applicable law.

We do not impose an undisclosed restocking fee. Any deduction must have a lawful basis and be communicated clearly.

10. Exchanges and Replacements

If you would prefer a different stationery item, such as another pen, notebook, or ruler, please contact us to ask whether an exchange is available.

Exchanges depend on stock availability, product condition, and the arrangements agreed with our customer service team. If the requested item is unavailable, we may discuss another suitable option or a refund where appropriate.

For defective or incorrectly supplied goods, any available replacement or other remedy will be assessed under the Australian Consumer Law.

11. Order Cancellation Requests

If you wish to cancel an order, email [email protected] as soon as possible and include your order number.

We will try to stop processing the order where reasonably possible. However, cancellation may not be available once an order has been packed, dispatched, or otherwise entered the fulfilment process.

If the parcel has already been dispatched, our return procedure may apply after delivery. This does not affect any cancellation or refund rights that may exist under applicable law.

12. Contact Information

For return requests, refund enquiries, product complaints, or exchange questions, contact:

SLF Designs — Nova Shine HU
20 Blackbutt St
Keperra QLD 4054
Australia

Email: [email protected]
Contact Person: Shannnon Kilgariff
Website: https://www.novashinehu.com/

Please include your order number whenever possible so we can identify the transaction and assist you efficiently.