Refund policy

Last updated: 21 August 2025

We want you to love your wallpaper. If something isn’t right, we’re here to help—within the guidelines below. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

1) Change-of-Mind Returns — Wallpaper Rolls

• Return window: You may request a return within 30 days of delivery.

• Restocking fee: Approved change-of-mind returns incur a 25% restocking fee.

• Condition: Rolls must be unused, uncut, and not fixed to any surface, in their original, undamaged packaging and saleable condition (including all labels and batch/lot stickers).

• Installed product: Once a roll has been cut or installed, you are deemed to have accepted the goods. Nāturae is not liable for removal, installation, labour, or ancillary costs.

• Eligibility: Returns are available only to the original purchaser who bought from naturae.com.au at full retail price. You’ll need a receipt or proof of purchase. Returns are not available if you did not purchase the items yourself.

• Shipping costs: For change-of-mind returns, you are responsible for return shipping and for the goods until they reach us. We strongly recommend a tracked, insured service.

Note: Natural wallcoverings may feature subtle shade variation, slubs, and texture. These natural characteristics are not faults. Always check batch numbers match across all rolls and inspect prior to cutting or hanging.

2) Damaged, Incorrect, or Faulty Items

• Tell us quickly: Please inspect your order on arrival and contact us immediately if it is damaged, incorrect, or appears faulty.

• Evidence: Email clear photos of the issue (ideally while items are still in original packaging), including outer carton, shipping label, and roll labels/batch codes.

• Our remedy: Where confirmed, Nāturae will arrange return shipping and provide a replacement for the affected rolls (or a refund where a replacement is unavailable), in accordance with the ACL.

3) Items That Can’t Be Returned

• Cut-to-length / custom orders and any customised products

• Samples

• Clearance or sale items, gift cards, and trade/wholesale orders

• Any roll that has been opened, cut, used, or installed, or returned not in original packaging

4) How to Start a Return

1. Email info@naturae.com.au with your order number, reason for return, and photos (if applicable).

2. If your request is approved, we’ll issue return instructions (and a return label if we’re covering shipping).

3. Do not send items back without approval—unauthorised returns will not be accepted.

Return address (for approved returns only):
Nāturae
PO Box 891
Camberwell South VIC 3124
Australia

5) Exchanges

If you’d like a different product, the fastest option is to return the original (if eligible) and place a new order once your return is approved.

6) Refunds

• We’ll notify you once we’ve received and inspected your return.

• If approved, we’ll process your refund minus the 25% restocking fee (where applicable) to your original payment method within 10 business days of approval.

• Your bank or card provider may take additional time to post the refund. If it’s been more than 15 business days since approval, please contact us at info@naturae.com.au.

7) Important Installation Notes

• Always check roll numbers, quantities, colour, and condition before cutting or hanging.

• We recommend professional installation and following the manufacturer’s hanging instructions.

• If a defect is discovered during installation, stop immediately and contact us with photos. We cannot accept returns for goods that have been cut or installed.

8) Your Rights Under the Australian Consumer Law

You are entitled to a remedy for goods that are faulty, unsafe, or not as described. Depending on the issue, this may include repair, replacement, or refund. This policy applies in addition to your rights under the ACL.

Questions?
We’re happy to help. Reach us at info@naturae.com.au.