Nebralto maintains a clear approach to product handling and communication. While all items are made-to-order and sales are typically final, we offer a structured return review process in specific, limited cases. This policy outlines the conditions and procedures that apply to return and refund requests.
🔺 1. Eligibility for Returns
Returns are accepted only if the product received differs significantly from what was confirmed at the time of order. This includes situations such as receiving an incorrect size, wrong colour, or a different suit model than requested. A return may also be considered if the item shows a visible defect that was not noted in the product description or imagery prior to purchase. Each case is handled individually.
🔺 2. Situations Not Covered
We do not accept returns based on change of mind, changes in event plans, or preference-based sizing issues. Garments that show any signs of wear, alterations, or removal of original packaging cannot be returned. Slight differences in colour due to lighting or screen variation are not considered defects.
🔺 3. Request Timeframe
Return requests must be submitted within 7 calendar days of the delivery date. Requests sent outside this timeframe may not be reviewed. All communications should be sent via email and include your full name, order reference, and a clear explanation of the issue. If applicable, a photo of the item may be requested to assist with the review.
🔺 4. Item Condition and Return Approval
Items must be returned in original condition — unworn, unwashed, and with all original tags and packaging. Once the item is received, it will be reviewed to confirm whether it qualifies for a refund based on the stated reasons. If the item does not meet the return criteria upon inspection, a refund will not be processed.
🔺 5. Shipping and Costs
If the return is approved due to a fulfilment error on our part, Nebralto will cover the return shipping costs. In all other cases, the customer is responsible for shipping the item back. It is recommended to use a tracked postal service, as we cannot be responsible for return parcels lost in transit without tracking.
🔺 6. Refund Handling
Approved refunds are processed via the original payment method only. Refunds are issued only after the returned item has been received and inspected. The timing of funds being returned may vary based on your payment provider. We do not offer store credit or exchanges by default.
🔺 7. Contact for Returns
To submit a return request, please contact our team using the details below. Include your full name, order number and a brief explanation of the issue.
Email: info@nebralto.com
Phone: +61 452 388 869
Address: Shop 1/282-288 Botany Rd, Alexandria NSW 2015, Australia