Refund policy

Nieluna — Return & Refund Policy

Last updated: January 1, 2026

We want you to feel confident when ordering from Nieluna. If your purchase is not right for you, you may request a return within 30 days of delivery, subject to the conditions below.

1. 30-Day Return Window

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, the item should generally be:

• In the same condition in which it was received
• Unused or unworn, except where reasonable inspection is necessary
• Complete with any included accessories or components
• Returned in its original packaging where reasonably possible
• Accompanied by proof of purchase or your order details

Please contact us before sending any item back.

Returns sent without prior approval or instructions may not be accepted or may experience processing delays.

2. How to Request a Return

To start a return, contact:

support@nieluna.co

Please include:

• Your order number
• The email address used at checkout
• The item you wish to return
• The reason for the return
• Photos where relevant, especially for damaged, defective, or incorrect items

Our support team will review your request and provide the appropriate return instructions.

3. Return Shipping

Return shipping arrangements depend on the reason for the return.

For returns due to change of mind, incorrect size selection, incorrect side selection, or other customer preference reasons, the customer may be responsible for return shipping costs.

If the item is confirmed to be damaged, defective, or incorrect due to our fulfillment error, we will review the case and provide an appropriate resolution.

Please do not send products to an address found on packaging, shipping labels, or other materials unless our support team has specifically instructed you to do so.

4. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is:

• Damaged
• Defective
• Incorrect
• Missing a required component

contact support@nieluna.co as soon as possible.

Please provide clear photos or videos where appropriate so we can assess the issue efficiently.

Depending on the circumstances, the resolution may include:

• A replacement
• A refund
• Another appropriate solution

The exact resolution will depend on the nature of the issue and available information.

5. Wrong Size or Side Selected

For products that require customers to choose a specific size, side, or variation, please review your selection carefully before checkout.

If you order the wrong size or side, contact us as soon as possible.

If the order has not yet entered processing or shipment, we will try to assist with a change, but changes cannot be guaranteed.

If the item has already been delivered, the request will be handled under this Return & Refund Policy.

6. Exchanges

Where an exchange is appropriate, the simplest process may be to:

1. Complete the approved return process for the original item.
2. Place a new order for the preferred size, side, or variation.

Our support team will advise you if another exchange arrangement is available.

7. Non-Returnable Items

Returns may not be accepted for:

• Items returned outside the 30-day return window
• Items that show significant wear, misuse, damage, or alteration after delivery
• Items missing essential components
• Items returned without reasonable proof of purchase
• Items that cannot be accepted for hygiene, health, or safety reasons where applicable
• Gift cards or other non-returnable items where clearly stated at the time of purchase

This does not affect any rights that cannot lawfully be excluded.

8. Return Inspection

Returned items may be inspected after receipt.

We may review:

• The condition of the item
• Whether all relevant components are included
• Whether the item matches the approved return request
• Whether the return meets the eligibility requirements of this policy

We will notify you once the return has been reviewed.

9. Refunds

If your refund is approved, it will normally be issued to the original payment method used for the order.

Please allow up to 10 business days after refund approval for the refund to be processed on our side.

Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, contact support@nieluna.co.

10. Partial Refunds

In certain circumstances, a partial refund may be considered where an item:

• Is returned with missing components
• Shows damage unrelated to the original issue
• Has been used beyond what would reasonably be necessary to inspect it
• Does not meet all return conditions

Any deduction will be assessed based on the condition of the returned item and the circumstances of the case.

11. Original Shipping Charges

Where shipping charges were paid separately, original shipping fees are generally not refundable unless the order was materially incorrect, damaged, defective, or otherwise eligible for reimbursement.

Orders that received free shipping are not charged a separate outbound shipping fee.

12. Refused or Unclaimed Deliveries

If an order is refused, left unclaimed, or returned due to incomplete delivery information, failure to complete customs requirements, or other recipient-related reasons, refund eligibility will be assessed after the parcel has been returned and reviewed.

Applicable return shipping, customs, handling, or carrier charges may be deducted where appropriate and permitted.

13. Cancellations and Order Changes

If you need to cancel or modify an order, contact support@nieluna.co as soon as possible.

We will try to assist if the order has not yet entered fulfillment.

Once an order has been processed or shipped, cancellation or modification may no longer be possible.

14. Packages Marked as Delivered

If tracking shows your order as delivered but you cannot locate it, please first check:

• Around the delivery location
• With household members
• With neighbours
• With reception or building management
• With the local carrier

If the parcel still cannot be located, contact support@nieluna.co and we will review the available delivery information.

A package being marked as delivered does not automatically qualify for a refund, and each case will be assessed based on the available evidence.

15. Fraudulent or Abusive Claims

We reserve the right to refuse a return, replacement, or refund where there is reasonable evidence of:

• Fraud
• Abuse of the return process
• Repeated false claims
• Deliberate product damage
• Misrepresentation of delivery or item condition

This does not limit legitimate customer rights.

16. Contact Us

For returns, refunds, exchanges, damaged items, or order-related questions, contact:

Nieluna Customer Support
support@nieluna.co