Refund and Returns Policy

Last Updated: 2024-11-01

Thank you for shopping with NellCo! We are committed to providing quality products and customer satisfaction. Please read our refund and returns policy carefully to understand your rights and our procedures for handling returns and exchanges.

  1. Eligibility for Refunds and Returns
    Our policy lasts 30 days from the date of purchase. If 30 days have passed since your purchase, we cannot offer a refund or exchange.
    To be eligible for a return, your item must be unused and in the same condition that you received it, including the original packaging.
  2. Non-Returnable Items
    – Certain types of goods are exempt from being returned, such as:
    – Perishable goods (e.g., food, flowers, plants).
    – Custom or personalized items.
    – Gift cards.
    -Downloadable software products.
    – Services
  3. Proof of Purchase
    A receipt or proof of purchase is required for all returns and refunds. If applicable, please provide the original order number or payment reference.
  4. Process for Returns
    To initiate a return, contact our Customer Support team at shop@nellco.co.za.
    Approved returns can be mailed to the following address:
    NellCo
    1 Pebble Beach Close,
    Gordons Bay, 7140,
    South Africa

    Please note that you are responsible for the shipping costs associated with returning your item unless it was defective or damaged upon receipt.
  5. Refunds
    Once your return is received and inspected, we will send you an email to confirm receipt and update you on the approval or rejection of your refund.
    If approved, your refund will be processed, and a credit will be applied to your original method of payment within 5-10 business days.
  6. Sale Items
    Only regular-priced items are eligible for refunds. Sale items cannot be refunded.
  7. Exchanges
    We only replace items if they are defective or damaged. To request an exchange for the same item, email shop@nellco.co.za and send the item to our address listed above.
  8. Gifts
    If the item was marked as a gift when purchased and sent directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.

    If the item wasn’t marked as a gift, or if it was sent to the gift giver, a refund will be processed to the gift giver.
  9. Shipping Returns To return your product, please ship it to:
    NellCo
    1 Pebble Beach Close,
    Gordons Bay, 7140,
    South Africa

    Return shipping costs are non-refundable, and the cost will be deducted from your refund if
    applicable.

    For more expensive items, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item.
  10. Need Help?
    For questions about refunds and returns, please contact us at shop@nellco.co.za.