Refund policy
Returns & Refunds Policy
Last updated: August 2026
At NALYA Sip, we want you to feel confident every time you shop with us. 🤍
If something isn’t quite right with your order, we’re here to help. Please read our Returns & Refunds Policy below for everything you need to know.
30-Day Returns
Changed your mind? That’s okay.
You may request a return within 30 days of receiving your order, provided your item meets the eligibility requirements below.
To be eligible for a change-of-mind return, your item must be:
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Unused and in its original condition
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Unwashed
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In its original packaging
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Complete with all included accessories, instructions and components
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In a condition suitable for resale
For hygiene reasons, products that have been used for drinking or feeding, filled with liquid, washed, or placed in a child’s mouth generally cannot be returned for a change of mind.
This does not affect your rights under the Australian Consumer Law if your product is faulty, damaged, unsafe or otherwise fails to meet applicable consumer guarantees.
How Do I Request a Return?
We’ve made it simple. 🤍
Before returning anything, please contact our customer care team at:
Please include:
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Your full name
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Order number
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Reason for your return
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Photos or videos of the product where relevant
Our team will review your request and provide you with the appropriate return instructions.
Please do not return an item before contacting us, as returns need to be directed to the appropriate return location.
My Order Arrived Damaged, Faulty or Incorrect
We’re sorry something wasn’t right with your order.
If your item arrives damaged, faulty, defective or different from what you ordered, please contact us as soon as reasonably possible at:
Include your order number and clear photos or videos showing the issue where appropriate.
Once we’ve reviewed your request, we’ll work with you to provide an appropriate solution. Depending on the circumstances, this may include a replacement, refund or another remedy in accordance with your rights under applicable consumer law.
Change-of-Mind Returns
We understand that sometimes you simply change your mind.
Eligible unused products can be returned within our 30-day return period.
Unless required otherwise by law, return shipping costs for change-of-mind returns are the responsibility of the customer.
Original shipping charges, where applicable, are generally non-refundable for change-of-mind returns.
We recommend using a tracked shipping service when returning an item.
Hygiene & Children’s Products
Your little one’s wellbeing matters to us.
As NALYA Sip offers products intended for drinking and feeding, certain products cannot be resold once they have been used.
For hygiene reasons, we generally cannot accept change-of-mind returns for products that have been:
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Used
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Washed
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Filled with food or liquid
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Placed in a child’s mouth
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Damaged after delivery
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Returned without their original packaging or components
These restrictions do not limit any rights you may have under the Australian Consumer Law where a product is faulty, unsafe, damaged or otherwise fails to meet a consumer guarantee.
Refunds
Once we receive and assess an eligible return, we’ll let you know whether your refund has been approved.
Approved refunds will generally be returned to your original payment method.
Once your refund has been processed by NALYA Sip, please allow additional time for your bank, card provider or payment service to process and display the funds.
Processing times vary between financial institutions and payment providers.
Exchanges
Want a different colour?
Contact us at nalyasipofficial@gmail.com and we’ll let you know what options are available.
Exchanges are subject to product availability and the eligibility requirements outlined in this policy.
For change-of-mind exchanges, additional shipping costs may apply.
Can I Cancel or Change My Order?
If you need to change or cancel your order, please contact us as soon as possible at:
Our orders may be sent to our fulfilment partners shortly after being placed, so we cannot guarantee changes or cancellations once processing has begun.
If your order has already entered fulfilment or been dispatched, you may need to wait until it arrives and then request a return in accordance with this policy.
Incorrect Shipping Address
Please double-check your delivery information before completing checkout.
If you notice an error after ordering, contact us immediately at nalyasipofficial@gmail.com.
We’ll do our best to update your information before fulfilment begins. However, once an order has been processed or dispatched, we cannot guarantee that the shipping address can be changed.
Additional delivery charges may apply if an order needs to be resent because incorrect delivery information was provided at checkout.
My Tracking Says Delivered, But I Can’t Find My Package
If your tracking shows your order as delivered but you can’t locate it, please first:
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Check around your property and any safe delivery locations
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Ask other members of your household
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Check with neighbours where appropriate
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Contact the delivery carrier using your tracking information
Still can’t find it?
Email us at nalyasipofficial@gmail.com with your order number and we’ll do our best to help you determine the next steps.
Australian Consumer Law
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Where applicable, you may be entitled to a repair, replacement, refund or other remedy if a product fails to meet a consumer guarantee.
Need Help? We’re Here 🤍
Whether it’s a return, refund, delivery question or something that just doesn’t seem right, reach out to us.
Our online customer care inbox is available 24/7, so you can contact us whenever you need assistance.
NALYA Sip Customer Care
nalyasipofficial@gmail.com
We’ll get back to you as soon as possible.
Little sips. Big milestones. 💧