Refund policy
## Standard returns
Eligible standard return requests are accepted within 14 days after delivery. Returned products must be unopened and unused. Opened or used personal-care products are not eligible for a standard change-of-mind return. This restriction does not automatically exclude a product reported as defective, damaged, or incorrect.
For a standard return, return shipping costs and any return-label cost are the customer’s responsibility. NELY8 does not charge a restocking fee for an eligible standard return.
Before sending merchandise back, email info@nely8usa.com with the order information and wait for return instructions. Do not send merchandise before receiving return instructions.
The return address is:
Infinite Trade Group Inc. / NELY8
447 Madison Ave
Paterson, NJ 07524
USA
## Refund after an approved return
Once NELY8 receives a returned product and confirms that it is eligible, NELY8 will process the refund within 2 business days.
The refund covers only the eligible product purchase price. Original outbound shipping charges are non-refundable, and no restocking fee is deducted.
The refund is issued to the original payment method where supported by Shopify’s payment flow. After NELY8 processes the refund, a bank, card issuer, or payment provider may require additional time to post the credit. NELY8 does not promise or control that external posting time.
## Damaged, defective, incorrect, or missing items
Damaged, defective, incorrect, or missing items are handled separately from standard change-of-mind returns.
Customers should report an issue within 7 days after delivery by emailing info@nely8usa.com with the order number, a description of the issue, and photographs where available. Do not include payment-card details. The 7-day period is a recommended reporting window and does not waive or limit statutory consumer rights.
NELY8 will review the case and, when the issue is verified, offer an appropriate resolution such as a free replacement or refund. Approval is not automatic, and no fixed response time is promised.
When required return shipping results from an error attributable to NELY8, the customer will not be responsible for that return shipping cost. The restriction on opened or used products for standard returns does not automatically exclude a defective, damaged, or incorrect product claim.
## Requesting assistance
To request return, refund, or order-issue assistance, email info@nely8usa.com. Include the order number and enough information for Customer Care to review the request. Do not send merchandise before receiving return instructions.
Nothing in this policy waives or limits rights that cannot lawfully be waived or limited.