Refund policy

Refund Policy

We want every letter from Nanu to arrive safely and bring a little bit of magic to your home.

Damaged or Missing Letters

If a letter arrives damaged, does not match its description or does not arrive within 10 business days, please contact us at hello@nanusletters.com so we can provide an appropriate remedy.

Subscription Renewals

All subscriptions renew automatically unless cancelled before the renewal date.

Monthly subscriptions renew every month.

6-month subscriptions renew every 6 months.

12-month subscriptions renew every 12 months.

Cancellations

You can manage or cancel your subscription by logging into your Nanu’s Letters account.

Monthly subscriptions

Monthly subscriptions renew automatically each month until cancelled. To prevent your next renewal payment, please cancel before your renewal date.

To ensure your child is not included in the upcoming monthly mail-out, please cancel by the 20th.

Six-month subscriptions

Six-month subscriptions are paid upfront and renew automatically every six months until cancelled. Cancelling prevents the next six-month renewal but does not provide a refund for the current paid subscription period.

Twelve-month subscriptions

Twelve-month subscriptions are paid upfront and renew automatically every twelve months until cancelled. Cancelling prevents the next twelve-month renewal but does not provide a refund for the current paid subscription period.

Personalised letters

Because each letter is personalised and prepared specifically for your child, changes or cancellations may not be possible once the upcoming letter has been prepared or posted.

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

For assistance, please contact hello@nanusletters.com.

Refunds

Because Nanu’s Letters are personalised and prepared specifically for each child, we do not offer refunds for changes of mind once payment has been processed or a letter has been prepared or posted.

Monthly subscriptions can be cancelled at any time to prevent future renewals. To ensure your child is not included in the upcoming mail-out, please cancel by the 20th.

Six-month and twelve-month subscriptions are paid upfront and are non-refundable for changes of mind. Cancelling will prevent the subscription from renewing at the end of the current paid period.

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

Shipping Details

Please ensure your shipping details are correct at checkout. If an incorrect address is provided and a letter has already been posted, we are unable to offer a refund or replacement for that month's letter.

Address Changes

If you move, please update your address through your account or contact us as soon as possible so future letters can be sent to the correct address.

Questions

If you have any questions about your subscription, please contact us and we'll be happy to help.