Refund policy

Return & Refund Policy

If you're not happy with your order, we'll help sort it out. Here's everything you need to know in plain English.

Quick summary

• 30 days to return or exchange any item from the date of delivery
• Free replacement or full refund for damaged, defective, or incorrect items — we cover return shipping
• Change-of-mind returns accepted for unused items in original packaging — you cover return shipping
• Refunds processed within 5 business days of receiving your return
• One email handles everything: support@nemilo.com

I want to cancel my order

Email us at support@nemilo.com with your order number as soon as possible. Orders are processed within 1–2 business days, so cancellation is usually possible within 24 hours of placing your order. After that, the order may already be on its way — in which case you can return it once it arrives.

My order arrived damaged

We're sorry. Please email support@nemilo.com within 30 days with photos (and a short video if helpful) of the damage. Once we've confirmed it, you choose:

• A free replacement, or
• A full refund

You don't pay return shipping for damaged items.

The product is faulty or stopped working

If your item develops a fault within 30 days of delivery, contact us at support@nemilo.com. We'll arrange a free replacement or full refund — no need to ship the faulty item back at your own cost.

I received the wrong item

Email us within 30 days with a photo of what you received and your order number. We'll send the correct item at no extra charge or issue a full refund — whichever you prefer.

My order hasn't arrived yet

Standard delivery takes 3-8 business days after dispatch (orders are processed within 1–2 business days). Customs, weather, and carrier delays can sometimes push this back.

Still waiting after 10 days? Email us — we'll investigate with the carrier.

Still waiting after 15 days from dispatch? We'll issue a full refund or send a replacement.

I changed my mind

That's fine. You have 30 days from delivery to return any unused item in its original packaging. Email support@nemilo.com and we'll send you the return address. You cover return shipping for change-of-mind returns.

I want to exchange for a different option

Same rules as a change-of-mind return: 30-day window, unused item, original packaging, you cover the return shipping. Email us and we'll handle the swap.

What we can accept for return

• ✅ Items in their original packaging with all accessories
• ✅ Items that haven't been used (it's fine to open the box and check)
• ✅ Items returned within the 30-day window

What we can't accept

• ❌ Items damaged through misuse
• ❌ Items returned outside the 30-day window without prior agreement
• ❌ Items missing original packaging or accessories (where this affects resale value)

How returns work, step by step

1. Email support@nemilo.com with your order number and the reason for return
2. We reply within 1 business day with the return address
3. You pack the item securely (original packaging if possible) and post it back — tracked service recommended
4. Once we receive and inspect it, your refund is processed within 5 business days

Refunds — how long they take

Once we receive your returned item:

• We process the refund to your original payment method within 5 business days
• Your bank or card provider may take a further 3–5 business days to credit your account

For damaged, defective, or wrong items, original shipping charges are also refunded. For change-of-mind returns, original shipping is not refundable.

Need help?

Email: support@nemilo.com
Hours: Monday to Friday, 9 am – 6 pm GMT
We aim to reply within 1 business day.