Refund policy
Returns and Refund Policy
Last updated: 21 September 2026
At NICO’S, we want you to be happy with your order. This policy explains when products may be returned and how refunds, replacements and exchanges are handled.
Change-of-mind returns
We accept change-of-mind returns within 14 days of delivery, provided that the product:
- Is unopened, unused and in its original condition
- Has all seals and packaging intact
- Was purchased directly from our online store
- Is accompanied by proof of purchase
For hygiene and safety reasons, we cannot accept change-of-mind returns for hair products that have been opened, used, tested or had their seal removed.
Customers are responsible for return postage costs for change-of-mind returns. Original shipping charges are not refundable.
Faulty, damaged or incorrect products
If your order arrives faulty, damaged, leaking or incorrect, please contact us as soon as possible through our website contact form.
Please include:
- Your full name
- Your order number
- A description of the issue
- Clear photographs or video showing the product, packaging and any damage
Once we have reviewed the issue, we may offer a replacement, refund or another appropriate solution. Where a product is confirmed to be faulty, damaged or incorrectly supplied, NICO’S will cover reasonable return shipping costs where a return is required.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major problem, you are entitled to choose a refund or replacement. If the problem is minor, we may choose to provide a replacement or another appropriate remedy within a reasonable time.
Nothing in this policy limits or excludes any rights or remedies available to you under the Australian Consumer Law.
Products that cannot be returned
Unless required under Australian Consumer Law, we do not accept returns for:
- Products that have been opened, used or tested
- Products with damaged or removed seals
- Change of mind after 14 days
- Products damaged through misuse, improper storage or failure to follow the directions
- Products purchased from another retailer or stockist
- Gift cards
Sale or promotional products remain eligible for a remedy where they are faulty, damaged, incorrectly supplied or otherwise fail to meet a consumer guarantee.
Starting a return
Before returning an item, please contact us through our website contact form. Returns sent without prior approval may not be accepted.
If your return is approved, we will provide return instructions. Products should be securely packaged to prevent damage during transit.
Do not send returns to an address shown on the product packaging unless we have instructed you to do so.
Refunds
Once your returned product has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.
NICO’S is not responsible for delays caused by banks or payment providers after a refund has been processed.
Exchanges
Where appropriate, we may offer an exchange or replacement. Exchanges are subject to product availability. If the requested product is unavailable, we may offer a refund instead.
Lost return parcels
We recommend using a tracked postage service when returning an item. For change-of-mind returns, NICO’S is not responsible for parcels that are lost or damaged while being returned to us.
Contact us
For return or refund enquiries, please contact NICO’S through the contact form on our website and include your order number.