Refund policy

Thanks for shopping at Nellamo Shop (nellamo.com). We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we're here to help.

How to Return

Returns are accepted within 14 days of receipt. Please contact us via our Contact Form before returning any items. No returns will be accepted without our prior written consent.

Eligibility for Refunds

To be eligible for a full refund, the following conditions must be met:

  • You must contact us via our Contact Form before returning any products.
  • No products may be returned to us without our prior written consent.
  • Returns are accepted within 14 days the customer receives their order.
  • Returned products must be unused, undamaged, unwashed, and/or unaltered.
  • Returned products must be in their original packaging.
  • You must provide the original proof of purchase, such as the order confirmation email or receipt.
  • Any complimentary items (freebies, gifts, etc.) included with the order must also be returned.

Return Shipping

The customer is responsible for the return shipping costs.

Final Sale Items

We may offer certain products as "Final Sale." These items are typically offered at a significant discount and are sold with the understanding that they cannot be returned or refunded, except in the rare event of a manufacturing defect or if the item received is materially different from its description. The "Final Sale" designation will be clearly visible on the product page at the time of purchase.

Refund Process

Once we receive your returned item and it is approved after inspection, we'll refund the purchase price minus the return charge (original shipping costs are non-refundable unless the return was due to our error) to your original payment method. Please allow 5-10 business days for the refund to appear in your account.

Damaged/Defective Items

If your order arrives damaged or defective, please contact us immediately via our Contact Form and we will ask you to send us clear photos or videos of the product and any damaged packaging. While we are not responsible for damage that occurs during shipping, we will review each case and, if accepted, arrange for a return, replacement, or refund upon receipt of the damaged item. We will provide instructions for the return shipment, and we will cover the return shipping costs for items damaged upon arrival.

Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please return the original item (if eligible, following the return process outlined above) for a refund and place a new order.

Questions?

Please contact us first via our Contact Form for any questions regarding our shipping policies, delivery, or returns.

Last Updated: April 15th, 2025