Politique de remboursement

Last updated: February 2026

1. 30-Day Inspection Period

  • You may return any item within 30 days of delivery for a full refund, provided it is unused, in original condition, with all invoices, accessories, and packaging included.
  • This is an inspection period, not an extended trial; only visual and functional inspection is allowed upon receipt.

2. Returns Only (No Direct Exchanges)

We process returns only. To exchange an item, return the original for a refund and place a new order for the replacement.

3. How to Start a Return

  • Contact Customer Service within 30 days of delivery to obtain a Return Authorization (RA) number. Returns without an RA cannot be processed.
  • If someone else (e.g., reception or neighbor) signs for your package, the 30-day period still starts on the delivery date.

4. Preparing Your Return Shipment

  • Include the original invoice or packing slip.
  • Include the item and all accessories, manuals, and promotional items.
  • Retain all original packaging (boxes, bags, protective wraps) for warehouse inspection.

5. Return Shipping Costs

Customers are responsible for shipping costs on non-defective returns. We recommend using a trackable shipping service; we are not liable for items lost in transit. Return shipping fees will be deducted from your refund.

6. Non-Returnable & Ineligible Items

  • Customized or personalized products.
  • Items showing signs of wear, washing, alterations, or damage.
  • Items missing invoices, accessories, or original packaging.
  • Clearance or final-sale items, unless defective upon arrival.
  • Natural material & handmade/dye variations: Unique characteristics (e.g., stone patterns, mineral inclusions, fine fissures or "cotton" markings), size variations up to ±0.5 cm, and slight colour differences are all normal and not defects.

7. Defective or Incorrect Shipments

  • Contact Customer Service within 10 days of delivery.
  • We will send a prepaid return label and arrange free return shipping, then replace the item or issue a full refund.

8. Refund Processing

Once we receive and inspect your return, we will refund the original payment method within 10 business days. Refund times may vary by payment provider. Promotional discounts, coupons, and loyalty points used will not be reissued.

9. Order Adjustment & Promotional Thresholds

If your return reduces your order total below promotional discount thresholds (e.g., Buy 2 Get 10% Off), these benefits will be revoked and the difference deducted from your refund.

10. Abuse of Return Policy

We reserve the right to limit, refuse, or terminate ordering privileges for customers who engage in malicious return behavior. Examples of abuse include:

  • A return rate exceeding 30%.
  • Malicious false claims of incorrect shipments or defects.

For further assistance, please contact our support team at contact@neseel.com.