Refund policy
Drink Styx Pty Ltd t/a NOOKS Balm
Last updated July 2026
The short version
Thirty days for a refund on your first tin, minus a flat $7.90 standard shipping and handling. You keep the tin. If your skin reacted, or we sent the wrong thing, you get the lot back, no deductions.
Your first tin, your call
The guarantee is for first-time buyers trying NOOKS for the first time. If she isn't earning her place, email us within 30 days of delivery and we'll refund the product price, minus a flat $7.90 standard domestic shipping and handling. Keep the tin, or bin it, your choice. Posting an opened balm back helps no one, and we can't resell it anyway.
This covers your first tin. One refund per customer, and it doesn't apply on top of another discount. If you ordered at a founding price or with a code, the change-of-mind guarantee sits this one out. The consumer-law cover below still applies to every order regardless.
One ask: give it a fair go first
Skin under pressure takes a few days to settle, and a single application rarely tells the whole story. After that, the call's yours.
We may revise this guarantee over time. You're covered by the version that was live when you ordered. Change the terms tomorrow, and yesterday's order still gets yesterday's deal.
If your skin reacts
Skin compatibility is real, and a reaction isn't yours to apologise for. If NOOKS triggers genuine irritation, redness, or an allergic response, email hi@nooksbalm.com within 30 days with a photo. Full refund, no deductions, including shipping. Nothing to send back.
If we got it wrong
Damaged, defective, or simply the wrong item. That one's on us. Email hi@nooksbalm.com with a photo and your order number. Replacement or refund, your pick. Keep what arrived. No deductions.
Your rights under Australian Consumer Law
None of this limits the consumer guarantees you're entitled to under Australian Consumer Law. If a product is faulty, unsafe, or not as we described, you're entitled to a refund or replacement with no deductions. Everything above is extra. It covers change of mind, which the law doesn't ask us to.
How it works
- Email hi@nooksbalm.com with your order number and the reason. A photo helps for reactions or damage.
- We confirm and process the refund, usually within 5 to 7 business days.
- You post nothing back.
Ordering from outside Australia
Same policy, wherever you are. Refund on request, nothing to return. The $7.90 shipping and handling deduction applies to change-of-mind refunds. Any customs duties or taxes you paid on the original order aren't ours to refund.
The bottom line
We don't run a free sample program. But if NOOKS genuinely isn't right for your skin, or we slipped up, we'll sort it. No hoops. A real person reads these emails.