Refund policy

Our Commitment

At New South Wales Users and AIDS Association (“NUAA”) , we are committed to providing quality products.

NUAA’s policy is designed to be fair and transparent, in full compliance with the Australian Consumer Law (ACL).

Consumers are entitled to a solution called a 'remedy' if a product or service they bought does not meet one or more of the consumer guarantees.

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Change of Mind

Please choose your products carefully. NUAA is not required to provide a refund or replacement if you change your mind, make an incorrect selection, or find the product cheaper elsewhere.

You can choose a refund or exchange if an item has a major problem.

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Faulty or Damaged Products (Consumer Guarantees)

NUAA’s goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a remedy if a product purchased from NUAA on this website is faulty or fails to meet a consumer guarantee.

If the products is found to be faulty or fails to meet a consumer guarantee, NUAA offers refund and/or exchange within the first 30 days of your purchase, if 30 days have passed since your purchase, you will not be offered a refund and/or exchange of any kind. Your item must be unused and in the same condition that you received it.

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How to Make a Claim:

  1. Please inspect your products as soon as you receive them.
  2. If you believe a product is faulty, please contact us at drugchecking@nuaa.org.au within 30 days of delivery. This timeframe helps us resolve issues promptly.
  3. In your email, please include your order number, a clear description of the issue, and photos if applicable.

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Assessment and Remedies:

Once we receive your claim, we will assess the issue in line with the Australian Consumer Law.

  • Major Failure: If the product has a major failure (e.g., it is unsafe, significantly different from its description, or has a problem that would have stopped you from buying it), you are entitled to choose between a full refund or a replacement product.
  • Minor Failure: If the problem is minor, we will choose to offer a replacement product or a refund.

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Return Shipping for Faulty Items:

If an item is confirmed to have a fault, we will cover the cost of the return postage. We will provide you with instructions on how to return the item at no cost to you.

This policy does not exclude or replace your rights under the Australian Consumer Law.