Scope and Purpose
This return and refund policy applies to all purchases made on the Nelmira website.
Contact Information
If you have any questions regarding returns and refunds, please contact our customer service team:
Return Period: The customer has the right to cancel their purchase and return the product within 14 days of receiving the product, without needing to provide a reason.
Return Instructions
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Return Notification: To initiate a return, please contact our customer service team at contact@nelmira.com, stating your order number and the reason for the return.
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Return Approval: We will process your return request and provide you with detailed instructions and a prepaid return label if necessary.
Packaging and Shipping
- Carefully pack the product in its original packaging and ensure all labels are intact.
- Include the return form as well as any necessary documents or photos.
- Download and print the return label from the link you received via email.
Return Costs
The customer is responsible for the return shipping costs, unless the product is defective or not as described. In these cases, Nelmira will cover the return costs.
Detailed Return and Refund Conditions
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Return for Change of Mind: If you change your mind after your purchase, you can return the product within 14 days, provided it is unused, undamaged, and in its original packaging.
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Defective Products: If you receive a defective product, please contact customer service immediately. Nelmira will cover the return costs and send a replacement product or refund the product's price.
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Damaged Products: If the product is damaged upon receipt, please send us photos of the damage within 48 hours. We will assess the situation and cover the return costs if necessary.
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Wrong Product: If you receive the wrong product, please contact us to arrange for the return and receive the correct product.
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Product Not Received: If the product never arrived, please contact us so we can open an investigation with the carrier. If the product is not found, we will offer a full refund or a replacement product.
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Order Cancellation: You can cancel your order before it has been shipped. If it has already been shipped, please follow the return procedure after receiving the product.
Policy for Damaged or Defective Products: If you receive a damaged or defective product, please contact our customer service team within 48 hours and send us photos of the issue. After verification, we will offer you a replacement product or a full refund.
Policy for Undamaged Products: If you change your mind, you can return an unused and undamaged product within 14 days, ensuring it is in its original packaging.
Timelines
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Return Period: Returns must be reported and shipped within 14 days of receiving the product.
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Return Processing: Once the returned product is received and inspected, we will process the refund within 14 days. You will receive a confirmation email.
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Refund Conditions: The refund will be granted if the product is undamaged, unused, and in its original packaging. For defective or incorrect products, the refund will be granted after verification.
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Refund Period: The refund will be processed within 14 days of return approval, to the original payment method.
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Refund Method: Refunds will be made via the same payment method used for the purchase.
Exceptions to the Right of Return
The following products cannot be returned:
- Customized or made-to-order products
- Hygiene products (e.g., socks, underwear), unless they are unopened and unused
Return Address: Once your request is approved, our customer service team will provide you with the return address.
Shipping Method and Costs
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Shipping Method: Use a shipping service with a tracking number
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Estimated Return Costs: 15 £
Legal Rights
This policy does not affect your legal rights.
Questions? See our FAQ or contact our customer service team.
Website Name: Nelmira
Email: contact@nelmira.com
Contact Form: Contact Us
Customer Service: Open Monday to Friday.
Response Time: 24 to 48 hours.
