Refund policy

Last updated: 28 September 2026

We want you to feel confident shopping with AiTech Nest. If something is not right, or you would like to request a return, please contact us and we will help you through the next steps.

Nothing in this policy limits any rights you may have under Australian Consumer Law.

Changed your mind?

If you change your mind after receiving your order, please contact us within 14 calendar days of confirmed delivery.

To be eligible for a change-of-mind return:

  • the product must be unopened, unused, unassembled, unactivated and unregistered;
  • the product and its original retail packaging must be clean, complete, undamaged and suitable for resale as new;
  • all accessories, manuals, protective films, promotional items and gifts must be included; and
  • you must provide your order number or another valid form of proof of purchase.

Approved change-of-mind returns will be offered as an exchange or equivalent store credit. We do not provide cash refunds where you simply change your mind.

Change-of-mind returns are not available for:

  • electronic products or robots that have been opened, used, activated or registered;
  • opened cooling towels or other personal-use items;
  • clearance, final-sale or specially marked promotional products;
  • opened accessories, consumables or replacement parts;
  • special-order, personalised or made-to-order products;
  • wholesale, trade or bulk orders; or
  • products or packaging that have been damaged, altered, used or returned incomplete after delivery.

These conditions apply only when you change your mind. If there is a problem with the product itself, we will handle it through our product support process below.

If there is a problem with your order

If your product is faulty, arrives damaged, is significantly different from its description, or is not the item you ordered, please contact us as soon as reasonably possible at aitechnest.au@gmail.com.

To help us resolve the issue quickly, please include:

  • your order number;
  • a clear description of the issue;
  • photos or video showing the problem, where reasonably possible;
  • the product serial number, where applicable; and
  • photos of the product and outer packaging if the item was damaged in transit.

For transit damage, please let us know within 48 hours where possible. This helps us preserve evidence and follow up promptly with the carrier. Contacting us after 48 hours does not automatically affect any rights you may have.

Assessment and next steps

Before confirming a repair, replacement or refund, we may need to inspect or test the product, obtain technical advice, or ask you to complete a few safe and reasonable troubleshooting steps.

If the issue can be fixed, we will usually arrange a repair first. If the product has a serious problem, or cannot be repaired within a reasonable time, we will provide a replacement or refund as appropriate.

You do not need the original packaging for a faulty product, although we may ask for your order details or another form of proof of purchase.

If you believe a product may be unsafe, please stop using it immediately and contact us.

Issues not caused by a product fault

Free repair, replacement or refund may not be available where the issue was caused by:

  • use that does not follow the supplied instructions;
  • accidental damage, impact, drops or neglect;
  • liquid or water damage where the product was not represented as suitable for that use;
  • unauthorised disassembly, modification or repair;
  • incorrect installation or operation;
  • incompatible or unauthorised third-party accessories;
  • power surges, abnormal power supply or external electrical damage;
  • normal wear and tear or reasonable battery-capacity decline;
  • loss, theft or damage occurring after delivery.

We will consider the circumstances of each claim fairly and will not reject a request based on a single assumption.

Returns and shipping costs

Please contact us and obtain return approval before sending an item back. This helps us identify your parcel and avoid unnecessary delays.

For a change-of-mind return, you are responsible for the return shipping cost. Original standard or express delivery charges are not refundable.

If your original order received free shipping, we may deduct the actual and reasonable outbound delivery cost from the store credit. We will tell you the amount before approving the return.

If we confirm that the product has a covered fault, we will reimburse reasonable return postage costs.

If an assessment confirms that the product is not faulty, or that the issue was caused by misuse, accidental damage or another excluded cause, you may be responsible for reasonable inspection, return or redelivery costs. We will explain any expected charge before it is incurred.

Order cancellations and delivery

If you need to cancel an order, please contact us as soon as possible before it is dispatched. Once an order has entered processing or has been dispatched, we may not be able to cancel it. Any return after dispatch will be handled under the conditions above.

Please check that your delivery address is complete and correct before placing your order. If a parcel is returned because the address was incorrect or incomplete, the parcel was refused, or it was not collected, you may be responsible for the actual return and redelivery costs.

Delivery timeframes shown on our website are estimates. If a delivery is delayed, we will do our best to help you follow it up with the carrier.

Promotional bundles and gifts

If your order included a bundle discount or promotional gift, all included products, accessories and gifts must be returned together for a change-of-mind return.

If only part of a promotional bundle is returned, the store credit may be recalculated using the regular price of the products you keep. We will explain any adjustment before approving the return.

Wholesale and bulk orders

Wholesale, trade and bulk orders are not eligible for change-of-mind returns unless we have agreed otherwise in writing. If a product itself is faulty, we will handle the matter in line with the applicable customer protections and any written terms agreed between us.

Processing time

Once a return has been approved and any required assessment has been completed, we will usually process the exchange, store credit or refund within five business days.

Your bank or payment provider may require additional time before a refund appears in your account.

Contact us

AiTech Nest
Operated by HANDYHUB GO PTY LTD
Email: aitechnest.au@gmail.com

Please include your order number and a brief description of the issue so we can assist you as quickly as possible.