At Sydney Nangs, we are committed to providing you with the highest quality products and an exceptional delivery service across Sydney. We understand that sometimes things don’t go as planned. This policy outlines your rights and our procedures regarding refunds and returns, ensuring full compliance with Australian Consumer Law.

Refunds for Pending Orders

If you have placed an order and change your mind before receiving your delivery, that is no problem. Please text or call our customer service team immediately. We will confirm the cancellation and process a full refund for the products ordered.

Please note: If our driver has already been dispatched and is en route to your Sydney location, we may deduct the delivery fee from your total refund amount.

Returns for Received Products

If you decide you no longer wish to keep your order upon arrival and would like to return the products, we can arrange for our driver to collect the items. A return collection fee will apply. To be eligible for this type of return, all products must be strictly unopened, unused, and in resalable condition (i.e., the packaging must remain completely undamaged).

Returns for Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact our customer service team with details and photos of the issue for our review. Upon confirmation, we will offer one of the following resolutions depending on driver availability and current order volumes:

  1. Collection and Refund/Exchange: If the issue is reported within one hour of delivery and our driver is still nearby, we will arrange to collect the incorrect/faulty product and issue a full refund or an immediate exchange. This option is subject to our current delivery queue.
  2. Post to Our Warehouse: If an immediate driver return is not possible, we will provide you with our return address to send the item back at our expense. Once we receive and verify the product, we will issue a full refund (including re-delivery costs) or arrange an exchange with complimentary items on your next order to make up for the inconvenience.

Wrong Item Received

If you receive a brand or product different from what you ordered, it may be due to a dispatch error or a sudden out-of-stock situation regarding your selected brand. Please refer to the options above to arrange a swift exchange or refund.

Defective Products (Leaks or Empty Tanks)

If a product is defective—such as a tank leaking gas or arriving empty—please retain the item and contact us immediately. We will collect the item and send it back to the manufacturer for testing. You will receive an inspection report within 3 business days. Based on the manufacturer’s outcome, we will promptly process either a full replacement or a refund.

Processing Time & Stripe Payments

Please allow 24-48 hours for our team to open and review your refund or replacement case. You will be kept informed throughout the process.

All eligible refunds will be processed securely through our payment gateway, Stripe, directly back to your original method of payment (e.g., credit/debit card). Please be aware that depending on your bank or credit card issuer, it may take an additional 5 to 10 business days for the refunded funds to officially clear and appear on your bank statement.

Contact Us for Returns

To initiate a return or request a refund, please contact us at:

  • Phone/WhatsApp: 61428539050
  • Email: info@sydneynangs.com

Compliance & Safety

We are committed to ensuring that all transactions comply strictly with Australian Consumer Law. If a product is deemed faulty, we follow all relevant regulations for the handling, testing, and disposal of returned goods, ensuring that you receive a fair, safe, and efficient resolution.