Effective date: 1st April 2026
neli is based in New South Wales, Australia.

1. Shipping

We currently ship within Australia.

Orders are processed within 2–5 business days.
Once your order has been dispatched, you will receive a confirmation email with tracking details.

Delivery timeframes may vary depending on your location.

2. Delivery

Please ensure your shipping details are correct at checkout.

neli is not responsible for delays caused by shipping carriers or incorrect address details provided at the time of purchase.

neli is not responsible for delays caused by shipping carriers once an order has been dispatched.

3. Returns

If something isn’t right with your order, please contact us within 7 days of receiving your item.

Email: simone@neli.au

Include:

• Your order number

• A brief description of the issue

• Photos if applicable

We will review your request and guide you through the next steps.

This timeframe does not affect your rights under Australian Consumer Law.

4. Faulty or damaged items

If your item arrives damaged or faulty, we will offer a replacement or refund once the issue has been reviewed and approved.

If your item arrives damaged, faulty, or incorrect, we will offer a replacement, repair, or refund in accordance with Australian Consumer Law.

5. Change of mind

We do not offer returns or refunds for change of mind.

We do not offer returns or refunds for change of mind unless required by Australian Consumer Law.

6. Return conditions

To be eligible for a return:

• The item must be unused

• It must be in its original condition and packaging

• Proof of purchase may be required

7. Shipping costs

Shipping costs are non-refundable unless the item is faulty or incorrect.

Customers may be responsible for return shipping costs unless otherwise agreed.

8. Contact

For any questions, please contact:
simone@neli.au

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