Refund policy

Last updated: 01 May 2026

At NELLOY, we want you to feel confident with every purchase. If something isn’t right, you have the right to return your order under the conditions below.

1. Right of Withdrawal (14 Days)

In accordance with the Italian Consumer Code (D.Lgs. 206/2005) and EU consumer protection laws, you have the right to withdraw from your purchase within 14 days from the date you receive your order, without providing any reason.

To exercise this right, you must contact us within the 14-day period at:

Email: info@nelloy.com

2. Return Conditions

To be eligible for a return, items must:

  • Be unworn and unused

  • Be in original condition

  • Be returned in original packaging

  • Have all tags attached

  • Show no signs of wear, damage, or alteration

You are responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature and characteristics of the product.

3. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or incorrect:

  • You must notify us within 48 hours of delivery

  • Please include clear photos showing the issue

In such cases, we will offer:

  • A replacement, or

  • A full refund

Return shipping costs will be covered by us.

4. Refusal Upon Delivery

If the package appears visibly damaged upon delivery, you may refuse to accept it from the courier and contact us immediately.

5. Free Returns (Italy Only)

We offer free returns within Italy.

Once your return request is approved:

  • We will provide a prepaid return label
    or

  • Arrange a courier pickup

6. Refunds

Once we receive and inspect your returned item:

  • Refunds will be processed within 14 days

  • The refund will be issued using the original payment method

Initial standard shipping costs will be refunded in accordance with applicable laws.

7. Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to:

  • Customized or made-to-order products

  • Items altered upon customer request

  • Sealed goods not suitable for return due to hygiene reasons, if unsealed after delivery (e.g. certain intimate garments)

8. International Orders

For orders shipped outside Italy:

  • Return shipping costs are the responsibility of the customer

  • Shipping fees are non-refundable

We recommend using a tracked shipping service, as we are not responsible for lost returns.

9. Contact

For any return request or assistance:

Email: info@nelloy.com
Location: Rome, Italy