Refund policy

Refund & Return Policy 

Our 30-Day Return Policy

When you make a purchase with nelohome, you are protected by our 30-day return policy, which means you have 30 days after receiving your item to request a return.

Please note that our 30-day return policy excludes products that have been misused or mishandled.

All returns and refunds will be issued at out discretion for a store credit issues in the form of a gift card, redeemable on our website. All products wishing to be retuned or exchanged must be unopened in original packaging. You’ll also need the printed receipt or proof of purchase sent along with the returned items.
Please note any unapproved returns/exchanges may not be accepted.

Exchanges and returns are limited to 1 time per order.

It is the customer's responsibility to pay for the return shipping.

Please choose carefully as we do not refund nor exchange if you change your mind or make an incorrect choice with the size and colour of the item.

What Is NOT Covered

We are unable to process refunds for requests made more than 30 days after the original shipment date.

Additionally, we do not offer refunds for change of mind returns. Change of mind returns refer to situations where customers wish to return a product for reasons unrelated to product defects or errors on our part.

We also do not provide refunds for products that have been damaged due to misuse, inadequate care, mishandling, accidents, abuse, or abnormal use.

This includes, but is not limited to:

• Normal usage and dirty/damaged condition.
• Improper use and/or improper installation.
• Minor imperfections such as slight cosmetic flaws.
• Stain and damage resulting from customer-caused factors.
• Damage caused by animals or children.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Verification of Returns

To ensure compliance with our return policy, all return requests are subject to verification. We reserve the right to refuse refunds if we suspect that a return request is not in accordance with our policy, or if the returned product does not meet the specified criteria.

Return Shipping

Customers are responsible for the cost of return shipping unless the return is due to a product defect or an error on our part. In such cases, we will provide a prepaid return shipping label.

We appreciate your understanding of our return policy. If you have any questions or concerns, please do not hesitate to reach out to our customer support team.

By making a purchase on our website, you acknowledge that you have read, understood, and agreed to the terms and conditions outlined in this refund & return policy.

Refunds
To start a return, you can contact us at info@nelohome.com

If your return is accepted, we’ll send you a return address address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

FAQ:

If you order the wrong item (wrong size, wrong pattern, wrong colour) and it's not our fault, we cannot return or replace your order. If there is no damage to the items when you receive them, we do not accept any returns. Due to the specificity of bathroom products, we are unable to make secondary sales. Thank you for your understanding.

Our quality team checks your items to make sure it's up to the very best standards before we send it to you. But if we've missed something or sent you the wrong thing, just let us know within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item. We'll either give you a full refund (store credit), or send you a replacement.

Can I change my order / cancel my order?

No, we cannot cancel the order when it was placed but please reach out to our customer support at info@nelohome.com, we will do everything we can to fix the issue.

What is I received damaged, defective, or the wrong item(s)?

In the event of receiving damaged, defective, or incorrect item(s), contact us immediately within 14 days from the delivery date. Include details about the issue and pictures of the faulty product(s) along with a snapshot of the package showing a clear tracking number. Our Returns Department will review your case and provide options for returning the defective products for replacement or a refund. We'll either give you a full refund (store credit), or send you a replacement.

Can I return my nelohome products without contacting you?

Please contact us before sending your return. The return address might differ from the original shipping address. Also, notifying us helps track your returned product and accelerates your refund process. Refunds (in store credit) for items returned without prior contact cannot be guaranteed.

How can I contact you?

Feel free to email us at info@nelohome.com. Our support team operates 24/7. Please include your order number and product details in the email. We promise a response within 24 hours!

Remember, your satisfaction is our ultimate goal, and we're here to assist you every step of the way. Our customer service team is available to answer any questions or concerns you may have. Contact us at info@nelohome.com, and we will be more than happy to help!