Refund policy

Last updated: 26 September 2026

60-day money-back guarantee

We stand behind NENALI. If an eligible order has not made a difference, email us at support@nenali.com within 60 days of the confirmed delivery date and we will refund it.

Opened and partly used is fine. That is what a trial means, and we will not charge you a restocking fee for using the product you bought.

The guarantee applies in every country we ship to. We do not treat orders outside the United States as final sale.

Requests made more than 60 days after confirmed delivery fall outside the guarantee, unless the law where you live says otherwise. Original shipping charges, expedited shipping, customs duties and import taxes are not refundable, unless the law requires it or the refund is down to our mistake.

What is eligible

A request sent within 60 days of the confirmed delivery date.
One refunded order per customer under the guarantee. Beyond that we are glad to keep helping by email, but repeated refunds on repeated orders fall outside it.
Returns agreed with us first. Please email support@nenali.com before sending anything back, so your parcel reaches the right address and we can match it to your order.
Opened, part-used and unsealed items.

Return postage is yours, unless the item arrived damaged or incorrect.

What is not eligible

Requests sent outside the 60-day window, unless the law requires otherwise.
More than one refunded order per customer under the guarantee.
Orders where there is evidence of fraud, resale, or repeated guarantee claims across accounts, payment methods or delivery addresses.
Subscription renewals charged more than 60 days after the delivery of the first order, unless the law requires otherwise or the charge was our mistake. A renewal charged after you cancelled is refunded in full, whenever it happened.

How a refund works

Email support@nenali.com with your order number. One line is enough — you do not have to justify the request.
We reply within one business day with return instructions and the return address.
Send the item back.
We refund to your original payment method as soon as the return is on its way. Banks typically take a further 5–10 business days to show it.

Damaged or incorrect orders

If your order arrives damaged, or you received the wrong item, email us within 30 days of delivery with your order number and a photograph of the problem. We replace these at our cost and there is nothing to send back.

Cancelling an order before it ships

Orders can usually be changed or cancelled within 24 hours of being placed. After that your order may already be packed. Email support@nenali.com as soon as you can: if it has not been dispatched, we cancel and refund it in full.

Subscriptions

Where you choose a recurring plan, you authorise us to charge your payment method at the interval, quantity and price shown at checkout, until you cancel.

You can skip, reschedule, change products or cancel at any time from your account or by replying to any email from us. No phone call is required. Cancellation takes effect from the next scheduled charge.

We email you before every renewal charge, with a one-click option to skip that shipment. A renewal charged after you cancelled is refunded in full, regardless of the 60-day window.

We never enrol you in a subscription from a one-time purchase.

Fraud prevention

Orders are screened for fraud. We may ask you to confirm details before we ship, and we may cancel and refund an order we cannot verify. This protects you as much as it protects us.

Changes to this policy

By completing a purchase you accept this policy as it stands on the day of your order. We may update it; the version that applies to you is the one published when you ordered.