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 in the same condition that you received it, unworn or unused, with tags, and in its original packaging (including unbroken outer plastic seals). You’ll also need the receipt or proof of purchase.
To start a return, you must first contact us at cx@nelna.net with your order number, reason for return, and photos showing:
- The product in its original, sealed condition
- The shipping box and shipping label with the tracking number clearly visible
Once your return request is evaluated and approved, our customer support team will provide you with the return address for our headquarters office in South Korea and detailed instructions. Items sent back to us without first requesting and receiving approval for a return will strictly not be accepted.
Return Costs & Refunds
For returns due to a change of mind, customers are responsible for arranging the return shipment and paying all associated return shipping costs and international carriage fees.
We cannot issue refunds for items lost or damaged in transit, so please ensure you use a trackable shipping service.
Original shipping fees paid at the time of purchase are non-refundable.
Damages and issues
Please inspect your order upon reception and contact us within 7 days at cx@nelna.net if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. In such cases, Nelna will cover all return shipping costs or issue a full refund.
Exceptions / non-returnable items
Certain types of items cannot be returned:
- Digital products (including Digital Planners, PDFs, and Digital Stickers).
Since digital items grant immediate access/download ability upon purchase and access cannot be revoked, all sales of digital products are strictly non-refundable and non-exchangeable once purchased. - Final sale or clearance items.
Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not offer direct item-to-item exchanges.
Order Cancellation
You can self-cancel your order directly on our website within 1 HOUR of placing it, provided it has not been processed.
If more than 1 hour has passed but your order has not yet shipped, you may still request a cancellation by contacting our customer support immediately at cx@nelna.net.
Please note that once an order enters the fulfillment process or has been shipped, it cannot be canceled. In this case, you may request a return after receiving the item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your returned item at our South Korea headquarters office, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund as well.
If more than 15 business days have passed since we approved your return, please contact us at cx@nelna.net.