Refund policy
Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused and in the same condition that you received it, with original packaging intact. You’ll also need the receipt or proof of purchase.
To start a return, contact us at contact@nlsshop.com. Please do not return items without prior approval, as they may not be accepted.
Damages and delivery issues
If your item arrives damaged, leaking, or broken, please contact us within 3 days of delivery.
Include the following in your message:
- Clear photos of the damaged item(s)
- A photo of the outer packaging (including the shipping label)
- Your order number
This helps us file a claim with the delivery carrier and resolve your issue quickly. Returns due to delivery damage reported after 3 days may not be eligible for a refund.
Non-returnable and used items
Due to the nature of our products (fragrances, diffusers, sprays, and oils), we do not accept returns of used or emptied products, unless they are proven to be faulty.
Examples of valid defects include:
- A spray pump that stops working
- A diffuser cap that leaks due to manufacturing fault
Products that have been fully or significantly used and returned for reasons unrelated to quality issues will not be eligible for a refund.
We also do not accept returns for:
- Sale items
- Gift cards
- Personalized or custom-made products
Exchanges
The fastest way to get the item you want is to return the original item (if eligible) and place a new order once your return is approved.
European Union 14-day cooling off period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason, without justification.
To be eligible, the item must be unused, with all original packaging, and accompanied by a receipt or proof of purchase.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at contact@nlsshop.com.