Refund policy

Thank you for purchasing from Nüdel Pod. We value your satisfaction and strive to provide high-quality products. If you are not completely satisfied with your purchase, please review our refund and buy-back policy below.

Shipping Responsibility


We will support you wherever we can to ensure that the shipping agent delivers your parcel safely. However, please note that once the parcel has been handed over to the shipping provider, we cannot take responsibility for any delivery errors, delays, or issues that may arise —this includes lost or stolen packages. Any delivery-related concerns must be taken up directly with the postage partner. We’re happy to assist with tracking and communication where possible.

 

Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

  1. Condition of the Item: The item must be in its original, unopened packaging and in as-new condition.

  2. Proof of Purchase: A valid receipt or proof of purchase must be provided.

  3. Time Frame: Requests for refunds must be made within 30 days from the date of purchase.

Non-Refundable Items

We do not offer refunds for items that:

  • Have been opened or used.

  • Are not in their original packaging.

  • Show signs of wear or damage.

  • Were purchased on sale or as part of a special promotion.

Refund Process

To request a refund, please follow these steps:

  1. Contact Us: Email our customer service team at marcus@playgroundideas.org with your order number, proof of purchase, and reason for the refund request.

  2. Approval: Once your request is reviewed and approved, you will receive instructions on how to return the item.

  3. Return Shipping: You are responsible for the cost of return shipping. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

  4. Inspection: Upon receiving the returned item, we will inspect it to ensure it meets our refund eligibility criteria.

  5. Processing: If the item is in as-new, unopened condition, we will process your refund to the original payment method within 7 days. Please note that it may take some time for your bank or credit card company to process and post the refund.

Condition Not Met for Refunds

If the returned item is not in as-new condition or has been opened or used, it will not be eligible for a full refund. In such cases, the following options are available:

  1. Partial Refund: At our discretion, a partial refund may be offered based on the condition of the item.

  2. Return to Customer: If a partial refund is not acceptable, we can return the item to you at your expense.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return it following the above refund process and place a new order.

Buy-Back Policy for Used Products

In addition to our refund policy, we also offer a buy-back program for used products that meet the following criteria:

  1. Condition of the Item: The item must be in good working condition, with no significant damage.

  2. Proof of Purchase: A valid receipt or proof of purchase from Nüdel Pod must be provided.

  3. Time Frame: Requests for buy-back must be made within 12 months from the date of purchase.

Buy-Back Process

To participate in our buy-back program, please follow these steps:

  1. Contact Us: Email our customer service team at marcus@playgroundideas.org with your order number, proof of purchase, and a description of the item’s condition.

  2. Approval: Once your request is reviewed and approved, you will receive instructions on how to return the item.

  3. Return Shipping: You are responsible for the cost of return shipping. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

  4. Inspection: Upon receiving the returned item, we will inspect it to determine its condition and value.

  5. Offer: Based on the inspection, we will provide you with a buy-back offer. If you accept the offer, we will process the payment to your original payment method within 7 days.

Refurbished Products

Items bought back through our program will be refurbished and sold at a lower cost. By participating in this program, you are helping to support sustainability efforts and provide more affordable options for future customers.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team within 96 hours (4 days) of receipt. We will provide instructions for returning the item and will offer a replacement or full refund, including return shipping costs.

Contact Information

If you have any questions about our refund or buy-back policy, please contact us at:

  • Email: marcus@playgroundideas.org

  • Phone: +61 432 738 719

  • Address: Mycelium Studios, Studio 4, 10–12 Moreland Road, Brunswick East VIC 3057