Refund policy

Return and Refund Policy

Nelmi is operated by NELMI STORE LLC.

30-day returns

You may request a return of eligible, non-personalized items within 30 days of delivery. Items must be unused, in their original condition and packaging, with all included accessories. Please provide your order number or other proof of purchase.

To request a return, email hello@nelmi.store before sending anything back. Once approved, we will provide return instructions. You must ship your return within 14 calendar days of our approval.

The return address will be provided by email once your return request has been approved. Please do not send any items before receiving our approval and return instructions.

Please do not send items back without first contacting us. We recommend using a tracked shipping service and keeping your shipping receipt.

Return shipping costs

For returns due to a change of mind, customers are responsible for return shipping costs. Original shipping charges are non-refundable for these returns. We do not charge a restocking fee.

If your item arrives damaged, is defective, or we sent the wrong item, we will cover any required return shipping costs.

Personalized items

When offered, items customized with initials, names, or other customer-selected personalization are final sale and cannot be returned or exchanged due to a change of mind.

Please carefully review your personalization details before placing your order. We cannot accept change-of-mind returns for an error in the details you submitted if the item was made exactly as ordered.

This exclusion does not apply to defective or damaged items, incorrect items, or personalization errors made by Nelmi. In these cases, please contact us so we can arrange an appropriate replacement or refund.

Damaged, defective, or incorrect items

Please contact hello@nelmi.store as soon as you discover an issue. Include your order number, a description of the problem, and photos if available.

Please keep the item and packaging until we provide instructions. The unused-condition and original-packaging requirements for change-of-mind returns do not prevent you from reporting a defective or damaged item.

Exchanges

For eligible non-personalized items, please request a return and place a separate order for the replacement item.

Refunds

After receiving and inspecting your return, we will notify you whether your refund is approved. Approved refunds will be issued to your original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund.

If more than 15 business days have passed since approval and you have not received your refund, please contact hello@nelmi.store.

This policy does not limit any rights or remedies available under applicable law.