Return Policy

Last updated: 15 September 2025.

1. Our Approach

We know carers work in unpredictable conditions — and sometimes things don’t go as planned. If you need to return a product, we’ll make the process as smooth and respectful as possible. This policy outlines when and how returns are accepted.

2. Eligibility for Returns

You may request a return if:

  • The product is faulty,

  • You received the wrong item

  • You’ve been advised by us to return the item for inspection or warranty assessment.

We do not accept returns for:

  • Change of mind

  • Incorrect selection (unless we advised you incorrectly)

  • Products that have been used, modified, or damaged after delivery.

3. Return Conditions

To be eligible for return, the item must:

  • Be unused and in original condition

  • Include all packaging, inserts, and accessories

  • Be returned within 30 days of delivery (unless otherwise agreed)

If the item is faulty or covered under warranty, these conditions may be waived — we’ll guide you through the process.

4. How to Request a Return

  • Contact us at info@nator.au with your order number and reason for return

  • Include photos and preferably video if the item is damaged or faulty

  • We’ll respond within 5 business days with next steps.

Do not send items back without contacting us first — we may need to issue a return label or assess eligibility.

5. Return Shipping

  • If the return is due to our error or a product fault, we’ll cover return shipping

  • If the return is not covered by warranty or ACL, return shipping is at your expense

  • We recommend using tracked shipping with insurance — we’re not responsible for items lost in transit.

6. Assessment & Outcome

Once we receive your returned item:

  • We’ll inspect it within 5–10 business days

  • We’ll confirm whether a refund, exchange, or repair will be issued

  • If the return is not approved, we’ll offer to return the item to you at your cost.

7. Your Rights Under Australian Consumer Law

This policy does not limit or override your statutory rights.

8. Contact & Support

For return requests or questions, contact:

Nator Manufacturing

Email: info@nator.au

Phone: (02) 9553 8018

Postal: TBA