Refund policy

At Neli & Co, we want you to feel confident and happy with your purchase. If something isn’t right with your order, please get in touch and we’ll do our best to make it right.

Damaged, Defective or Incorrect Products on Arrival

If your order arrives damaged, defective, or you receive the incorrect product, please contact us within 7 days of receiving your order so that we can resolve the issue as quickly as possible.

Please include:

• Your order number

• Details of the issue

• Photographs of the product and packaging where relevant

Once we have reviewed the details, we will arrange an appropriate solution, which may include a replacement, exchange or refund.

Products That Develop a Fault After Use

In accordance with the Consumer Protection Act, if a product is found to be defective, unsafe, or not fit for its intended purpose, you may notify us within 6 months of receiving the product.

As our products are personal hygiene items, including nappies, wipes, sanitary pads, panty liners and toilet rolls, an issue may only become apparent once a product has been opened or used.

To help us understand and resolve the issue, our process is:

1. Please contact us with:

• Your order number

• Details of the issue

• Photographs or video of the product and packaging where available

2. We will review the information provided and determine whether further assessment is needed.

3. If required, we may arrange for the affected product to be returned to us for inspection. We will provide clear instructions on how to complete the return.

4. Once the issue has been assessed, we will provide an appropriate resolution, which may include a replacement or refund in line with the Consumer Protection Act.

We use customer feedback and product assessments to continuously improve the quality and reliability of our products.

Returns of Unopened Products

For hygiene and safety reasons, returns of personal hygiene products can only be accepted where products are:

• unopened

• unused

• in their original packaging

• in a resalable condition

This applies to eligible returns such as incorrect items received or approved change-of-mind returns.

This does not apply to defective product claims, which are handled separately as outlined above.

Change of Mind Returns

If you change your mind about your purchase, please contact us as soon as possible.

Change-of-mind returns may be accepted where products meet the requirements above for being unopened, unused, and resalable.

Return delivery costs will be the customer's responsibility unless the product was damaged, defective, or incorrectly supplied.

Refunds

Once your return or product issue has been reviewed, we will confirm the outcome.

Approved refunds will be processed through the original payment method within 7 business days of approval.

Please note that your bank or payment provider may require additional time for the funds to reflect in your account.

Sale Items

Promotional or discounted items remain subject to this policy unless otherwise stated.

Contact Us

If you have any questions, concerns or need assistance with a return or refund, please contact our customer care team first. We are always happy to help and will do our best to resolve any issue quickly and fairly.

For returns and refund enquiries:

customercare@neliandco.com

Resolving Concerns

We are committed to providing a positive customer experience and resolving concerns directly with our customers.

If you are not satisfied with the outcome of a complaint after engaging with our team, you may refer the matter to the Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission.