Refund policy

All returns, refunds, and exchanges must be processed through our customer service team. We cannot accept returns that have not been pre-authorized. Please inspect your order upon receipt and contact us immediately if there are any issues with your purchase.

For questions about your refund or to initiate a return, contact our customer service team at info@nelalux.com. We're committed to providing excellent service and ensuring your satisfaction with every purchase.

 

Defective or Damaged Items

If you receive a defective, damaged, or incorrect item, please contact us immediately at info@nelalux.com. We'll work quickly to assess the problem and provide the best solution.

 

How to Request a Refund

To request a refund, please email our customer support team at info@nelalux.com within 7 days of receiving your product. Include your order number and proof of purchase (your order confirmation email) in your request. Our team will guide you through the return process and provide you with specific return instructions.

 

Refund Requirements

All items must be returned in their original, new, and unopened condition to qualify for a full refund. Items must include all original packaging, labels, and accessories. For health and safety reasons, we cannot accept returns of items that have been opened, used, or show signs of wear.

We cannot process refunds for items that are damaged, have torn packaging, missing parts, stains, pet hair, bent cards, broken seals, or missing components. All returns are subject to inspection, and if the condition is not acceptable, we reserve the right to deny the refund or exchange.

 

Return Shipping

Customers are responsible for all return shipping costs. We recommend using a trackable shipping method to ensure your return reaches us safely. Please do not attempt to return products without first contacting our customer service team for proper authorization.

 

Refund Processing

Once we receive and inspect your returned item, we'll process your refund within 3-5 business days. Your refund will be credited to your original payment method. Please allow 5-10 business days for the refund to appear in your account, depending on your bank or credit card processing time.

 

Questions?

Our customer service team at info@nelalux.com is here to help make your return experience smooth and stress-free. We're committed to your complete satisfaction with every purchase.