Returns & Refunds
Start here to register a return
To begin your return process, click on the “Create a Return” button and follow the steps to register your return. You can return your item within 14 days of delivery as long as it is unworn, unwashed, and in its original condition.
Important for Sale Items:
If you are returning a sale item, please make sure to select “SALE ITEM (REFUND STORE CREDIT)” as the return reason. You will be refunded in store credits for sale items.
This ensures that customers are aware of the specific return policy for sale items and know how to proceed with the process.
Returns & Refunds
Returns & Refunds
Thank you for your purchase at Nelus. We hope you are satisfied with your purchase. However, if for any reason you are not completely happy with your purchase, you can return it within 14 days of delivery. You can easily process exchanges or returns by clicking here.
Return period:
We offer a return period of 14 days during which you may return your package without providing any reason. This 14-day period starts on the day you receive the package. Please note that the return shipment must be sent back to us within these 14 days.
Return conditions:
• All items must be returned to us in an unworn, unwashed condition, suitable for resale, with the tags still attached to the items.
• The original shipping costs will not be refunded unless the product is defective or not as described. The cost of returning the goods is at your own expense.
Note:
• Refund: Nelus offers full refunds for the product value. The original shipping costs are not refundable, except in cases where the product is defective or incorrectly described. Return shipping costs are at your expense unless the product is faulty.
• Sale Items: For items purchased on sale, we do not offer refunds. These items can only be exchanged for another item from the collection or redeemed for store credit.
• 1+1 Deals: Both items in a 1+1 deal must be returned together. We cannot provide a refund or store credit if only one of the two items is returned. However, items in the 1+1 deal can be exchanged for a different size or color of the same product. If you only want to exchange one of the items, please return the one you wish to exchange and keep the other.
Return costs:
Return costs are at your own expense, depending on the courier and the country from which you are returning your package. In the case of a defective or incorrectly delivered product, we will cover the return costs.
Return processing time:
If you indicate that you would like to exchange a product when you register your return, we will begin processing your exchange immediately to ensure that it is completed within a few days.
We strive to process returns as quickly as possible. After receiving your return at our warehouse, we will process it within 10 working days. You can track the package with the track and trace number provided with your return shipment. Once the package has arrived at our warehouse, the 10 working days processing time begins. After your return has been processed, you will receive the refund via the same payment method used for your purchase. Please note that it may take up to 3 days for the refund to be completed.
Return FAQ
Please contact our customer service team to discuss the possibilities. We will provide an update on when we expect the product to be back in stock. If your return has already been created and the product is sold out, we will reach out to you to find a suitable solution.
Your order number can be found in the confirmation email you received after placing your order. It is a five-digit code. If you have not received this email, our customer service team will be happy to assist you.
Unfortunately, it sometimes happens that a product is damaged during shipment or production. We are here to help resolve this issue. Please send a message to support@nelus.com with a picture of the problem. Our customer service team will work with you as quickly as possible to find a solution.
Please ensure that your return is delivered within the 14-day period. If, for any reason, you are unable to meet this deadline, we offer the option of exchanging the product for a replacement or a voucher. Please contact our customer support team to discuss the possibilities.
This return policy outlines the process for managing returns and exchanges at Nelus, emphasizing our legal obligation to provide cash refunds in accordance with the right of withdrawal. Please follow this policy to ensure a smooth and efficient return experience.