Refund policy
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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights, including the 30-day timeframes below, which apply to our own returns process only.
At NurseCrush, our products are primarily made to order. Production begins after an order is placed, which helps us offer a wide range of designs, sizes, and personalisation options.
We want our return and refund process to be clear and transparent. Please review the policy below before placing your order.
Requests related to eligible returns, damaged items, defective products, or incorrect orders must be submitted within 30 days of delivery.
1. Damaged, Defective, Misprinted, or Incorrect Items
If your order arrives:
- Damaged during shipping
- Defective
- Misprinted
- In a different product, size, colour, or design from what you ordered
- With a production error
- With personalisation that does not match the information submitted with your order
please contact us at support@nursecrush.au within 30 days of delivery.
Please include:
- Your order number
- A brief description of the issue
- Clear photos showing the product and the problem
Once the issue has been verified and approved, NurseCrush will provide an appropriate resolution:
- A replacement at no additional cost, or
- A refund for the affected item to the original payment method
If the issue was caused by NurseCrush or our production partner, you will not be responsible for return shipping costs.
2. Returns for Non-Personalised Products
Non-personalised products may be returned within 30 days of delivery if they meet the eligibility requirements below.
The item must be:
- Unworn
- Unused
- Unwashed
- In its original condition
Eligible reasons may include:
- Incorrect size selected by the customer
- Incorrect colour or design selected by the customer
- Change of mind
For returns resulting from customer preference or an incorrect selection:
- The customer is responsible for return shipping costs
- Original shipping charges are non-refundable
- No restocking fee will be charged
Please contact us before returning an item. Our support team will provide the appropriate return instructions and return address.
Products sent back without prior authorisation may not be accepted.
3. Incorrect Size Selected by the Customer
For non-personalised products, customers who accidentally select the wrong size may request a return within 30 days of delivery.
The item must remain unworn, unused, unwashed, and in its original condition.
In this situation:
- The customer is responsible for return shipping costs
- Original shipping charges are non-refundable
- No restocking fee is charged
- The applicable refund will be processed after the return has been received and approved
We strongly recommend reviewing the size chart available on the product page before placing an order.
Personalised and custom-made products are not eligible for return, refund, or exchange because the customer selected the wrong size.
If NurseCrush sends a size different from the size shown on your order confirmation, it will be treated as an incorrect item and resolved at no additional cost to you.
4. Personalised and Custom-Made Products
Products containing custom names, photos, text, dates, images, or other customer-provided personalisation are made specifically for each customer and are not eligible for change-of-mind returns.
Personalised and custom-made products cannot be returned or exchanged because of:
- Change of mind
- Incorrect size selected by the customer
- Incorrect colour or design selected by the customer
- Incorrect spelling, names, dates, text, photos, or other information provided by the customer
- Customer preference regarding the finished personalised product
Please carefully review all personalisation details before placing your order, including:
- Names
- Spelling
- Capitalization
- Dates
- Photos
- Custom text
- Size
- Colour
- Design selection
Production Errors on Personalised Products
This change-of-mind exclusion does not apply when the issue is caused by NurseCrush or our production partner.
If a personalised product arrives:
- Damaged
- Defective
- Misprinted
- In a different size, colour, design, or product from what was ordered
- With personalisation that does not match the information submitted by the customer
please contact us within 30 days of delivery.
Once the issue has been verified and approved, NurseCrush will provide:
- A replacement at no additional cost, or
- A refund for the affected item to the original payment method
Personalised products do not need to be returned unless specifically requested by our customer support team.
5. Lost Packages
If your package has not arrived within the estimated delivery timeframe, please contact us at support@nursecrush.au.
We will review the tracking information and work with the shipping carrier to investigate the shipment.
If the carrier confirms that the package has been lost, NurseCrush will provide an appropriate resolution, which may include:
- A replacement at no additional cost, or
- A refund to the original payment method
Customers are responsible for providing a complete and accurate shipping address at checkout.
NurseCrush cannot be held responsible for delivery issues caused by an incorrect or incomplete address submitted by the customer.
If you notice an error in your shipping address after placing an order, please contact us as soon as possible.
6. Order Cancellations and Changes
Orders may be cancelled or modified within 12 hours of purchase.
Because our products are primarily made to order, production may begin shortly after an order is placed.
Once production has started, we cannot guarantee that an order can be cancelled or modified.
To request a cancellation or modification, email:
Please include your order number and the requested change.
7. Return Shipping Costs
When NurseCrush or our production partner is responsible
For approved claims involving:
- Damaged products
- Defective products
- Misprints
- Incorrect products
- Incorrect size, colour, or design sent by us
- Production errors involving personalisation
NurseCrush will cover the required return shipping costs.
If a physical return is necessary, our support team will provide return instructions and, where applicable, a prepaid return shipping label.
Customers will not be charged additional shipping costs for an approved replacement resulting from our error.
When the customer is responsible
For eligible returns of non-personalised products resulting from:
- Incorrect size selected by the customer
- Incorrect colour or design selected by the customer
- Change of mind
the customer is responsible for return shipping costs.
Personalised and custom-made products are not eligible for return or exchange because of customer selection errors or change of mind.
8. Restocking Fees
NurseCrush does not charge restocking fees for approved returns.
9. How to Request a Return, Refund, or Replacement
To submit a request:
- Email support@nursecrush.au within 30 days of delivery
- Include your order number
- Clearly explain the reason for your request
- Include clear photos when reporting a damaged, defective, misprinted, or incorrect product
- Wait for return or resolution instructions from our customer support team
We normally review requests within 1–2 business days.
Please do not return an item before receiving instructions from our support team.
Because NurseCrush works with different production and fulfilment facilities, the correct return location may vary by product.
Returning an item to an unauthorized address may delay or prevent the processing of your return.
10. Refund Processing
Once a refund has been approved, NurseCrush will process it within 3–5 business days.
Refunds will be issued to the original payment method used for the order.
After NurseCrush issues the refund, your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.
This additional processing time is determined by the financial institution and is outside NurseCrush's control.
Original shipping charges are non-refundable for customer-initiated returns.
If the return or refund results from a damaged, defective, misprinted, or incorrect product supplied by NurseCrush, applicable original shipping charges will also be refunded.
11. Exchanges
NurseCrush does not currently offer direct exchanges.
Non-Personalised Products
If you need a different size, colour, or design:
- Contact our support team within 30 days of delivery
- Return the eligible item according to the instructions provided
- Place a new order for the preferred product
- Once the original return has been received and approved, the applicable refund will be processed
Personalised and Custom-Made Products
Personalised and custom-made products cannot be exchanged because of:
- Incorrect size selected by the customer
- Incorrect colour or design selected by the customer
- Incorrect personalisation details submitted by the customer
- Change of mind
If NurseCrush or our production partner made an error, the issue will be handled under the Damaged, Defective, Misprinted, or Incorrect Items section above.
12. Items Not Eligible for Return or Refund
The following are not eligible for return or refund:
- Personalised or custom-made products due to change of mind
- Personalised products containing incorrect information submitted by the customer
- Personalised products where the customer selected the wrong size, colour, or design
- Items showing signs of wear, washing, use, alteration, or damage occurring after delivery
- Eligible non-personalised products returned more than 30 days after delivery
- Orders affected by an incorrect or incomplete shipping address provided by the customer when the address could not be corrected before shipment
These exclusions do not apply when NurseCrush or our production partner is responsible for a verified damaged, defective, misprinted, or incorrect product.
13. Contact Us
If you have questions about returns, refunds, replacements, or an existing order, please contact:
NurseCrush Customer Support
Email: support@nursecrush.au
Support Hours: 9:00 - 17:00 Mon-Fri (Canberra time)
When contacting us about an existing order, please include your order number so our team can assist you efficiently.
Last updated: October 2026