REFUND POLICY
At NERO, we want you to be confident in your purchase. This policy explains how refunds work for our founding pre-order, alongside your rights under the Australian Consumer Law. Nothing in this policy limits those rights.
PRE-ORDER REFUNDS
NERO is currently launching through a founding pre-order. Here's how refunds work during this stage:
If we don't reach our target. Production begins only if we reach 25 supporters by June 12. If we don't reach this target, your order will not proceed and every cent you paid will be refunded in full within five business days — no fee, no fine print.
Change of mind. Because each unit in our founding batch is made to order, pre-orders cannot be cancelled or refunded for change of mind once placed. Please review your order carefully before purchasing. This does not affect your rights under the Australian Consumer Law (see below).
YOUR RIGHTS UNDER THE 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
In plain terms: if your NERO arrives faulty, isn't of acceptable quality, or doesn't match how we described it, you're entitled to a refund or replacement — your choice for major problems. We cover the cost of return shipping in these cases.
DAMAGED OR LOST IN TRANSIT
Please check your order when it arrives. If your NERO is damaged in transit, arrives faulty, or doesn't show up at all, email us at nerowaterau@gmail.com within 14 days of the expected delivery date. We'll offer you a full replacement or refund — your choice. You don't need to deal with the carrier; that's our job, and we cover the cost.
HOW REFUNDS ARE PROCESSED
Once a refund is approved, we'll process it to your original payment method. Refunds for an unreached pre-order target are processed within five business days. All other approved refunds are processed within ten business days. Please note it can take additional time for your bank or card provider to post the refund on their end.
HOW TO START A RETURN OR REFUND
Email us at nerowaterau@gmail.com with your order number and a short description of the issue. If a physical return is needed, we'll send you the return address and instructions — please don't send anything back before contacting us, as we won't be able to process returns that arrive without prior arrangement.
For faulty or damaged items, a photo often helps us sort things out faster, but it's not always required.
EXCHANGES
If your item arrives faulty or damaged and you'd like the same product instead of a refund, we'll arrange a replacement at no cost to you.
QUESTIONS?
For any refund or return questions, reach us at nerowaterau@gmail.com. We aim to respond within one business day.
Last updated: 28 May 2026