Returns & Refund Policy
At NessLuxe, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.
This Returns & Refund Policy explains the conditions under which products may be returned and refunds may be issued.
1. Return Eligibility
You may request a return within 14 calendar days from the date your order is delivered. To be eligible for a return, the item must: be unused and unworn; be in its original condition; be returned in its original packaging; include all accessories, tags, manuals, and protective materials; and be accompanied by proof of purchase or your order confirmation. Returns that do not meet these conditions may be refused.
2. Non-Returnable Items
For hygiene, safety, or legal reasons, the following items cannot be returned unless they are defective: personalized or custom-made products; gift cards; digital products; items marked as Final Sale; and products showing signs of use or damage caused by the customer.
3. How to Request a Return
To request a return, please contact our Customer Support at support@nessluxe.com. Please include: your order number; your full name; the reason for your return; and photos of the item if it is damaged or defective. Do not send any item back without receiving return instructions from our support team.
4. Return Shipping Costs
If the return is due to a defective product, a damaged item, or an incorrect item sent by NessLuxe, we will cover the return shipping costs. For all other returns, the customer is responsible for the return shipping expenses. Original shipping charges are non-refundable unless required by applicable law.
5. Inspection of Returned Items
Once we receive your return, it will be inspected. If approved, your refund will be processed. If the returned product does not meet our return requirements, the return may be rejected and the item may be sent back to you.
6. Refunds
Approved refunds will be issued using the original payment method. Refunds are generally processed within 5 to 10 business days after the returned item has been inspected and approved. Processing times may vary depending on your payment provider or financial institution.
7. Exchanges
We replace items only if they are: defective; damaged during delivery; or incorrectly shipped. If you require a replacement, please contact our Customer Support.
8. Damaged or Incorrect Orders
If your order arrives damaged or incorrect, please notify us within 48 hours of delivery. Please provide: your order number; clear photographs of the product; and photographs of the packaging if applicable. Our team will review your request and provide an appropriate solution as quickly as possible.
9. Refused Deliveries
If a shipment is refused by the customer without a valid reason: original shipping fees may not be refunded; and return shipping costs may be deducted from the refund where applicable.
10. Late or Missing Refunds
If you have not received your refund: check your bank account; contact your credit card provider; and contact your bank, as processing times may vary. If you still have not received your refund after completing these steps, please contact our Customer Support.
11. Abuse of Our Return Policy
NessLuxe reserves the right to refuse returns or refunds in cases of suspected abuse, fraud, excessive returns, or violations of this policy.
12. Changes to This Policy
We reserve the right to modify this Returns & Refund Policy at any time. Any updates become effective immediately upon publication on this website.
13. Contact Us
For any questions regarding returns or refunds, please contact: NESSLUXE LTD 128 City Road London EC1V 2NX United Kingdom Company Number: 17313990 Email: support@nessluxe.com
By placing an order with NessLuxe, you acknowledge that you have read, understood, and agreed to this Returns & Refund Policy.