Refund policy

At Neli Bridal, each bridal gown and accessory is carefully prepared and quality checked before dispatch.

Change of Mind, Sizing & Personal Preference

Due to the special occasion and personal nature of bridal products, Neli Bridal does not offer refunds, returns or exchanges for:

- Change of mind

- Incorrect size, colour or style selected by the customer

- Wedding or event cancellation

- Sale or discounted items

- Off-the-rack or sample sale gowns

- Made-to-order bridal gowns

- Customised or altered garments

- Bridal accessories, including tiaras, veils, earrings and hairpieces, where the return is requested for change of mind or hygiene reasons

Customers are responsible for carefully reviewing all product details, measurements, sizing, colour and style before completing their purchase.

Faulty, Damaged or Incorrect Items

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

If you receive an incorrect item, or believe an item is faulty, damaged on arrival, or substantially different from its description, please contact Neli Bridal as soon as reasonably possible.

For visible transit damage or an incorrect item, we recommend contacting us within 24 hours of delivery where possible and providing clear photographs or video so that we can investigate promptly.

Claims will be assessed in accordance with the Australian Consumer Law. Depending on the circumstances and the nature of the issue, an appropriate remedy may include repair, replacement or refund as required by law.

Condition of Returned Items

Where a return is authorised, the item should be returned in the condition in which it was received, where reasonably possible, together with its original tags, labels and packaging.

Neli Bridal is not responsible for faults or damage caused by misuse, wear, improper care, accidental damage, unauthorised alterations or modifications carried out after delivery.

Signs of wear may include, but are not limited to, makeup, tan, perfume, marks, stains, stretching, tearing or other damage.

Return Shipping

For change-of-mind purchases, no return is accepted unless otherwise agreed by Neli Bridal.

Where an item is confirmed to have a problem covered by the Australian Consumer Law, Neli Bridal will provide the applicable remedy and cover or reimburse reasonable return shipping costs where required by law.

Refund Processing

Where a refund is approved, it will be issued to the original payment method.

Please allow approximately 3–7 business days for Neli Bridal to process an approved refund. Additional processing time may be required by the customer's bank or payment provider.

Customer Support

If you have any concerns regarding your order, sizing, delivery or a product you have received, please contact Neli Bridal promptly so that we can review the matter and assist you.