Domestic and International Return and Refund Policy
Scope and Intent
This Return and Refund Policy applies to all purchases made through the www.nemeshop.com website.
Contact Information
For questions about returns and refunds, please contact our customer service via:
- Email: ventas@nemeshop.com
- Phone: +1 (786) 444-7733
- Address: 7220 NW 31st St, Miami, FL 33122
Return Window
Customers in U.S, Chile, Mexico, Brazil, Peru and Ecuador have the right to return their purchase within 30 days of receipt.
Return Instructions
1. Return Notification: To initiate a return, contact our customer service at ventas@nemeshop.com or send us a WhatsApp text at +1 (786) 444-7733 with your order number and a detailed reason for the return.
2. Return Authorization: After reviewing your return request, we will provide you with a Return Merchandise Authorization (RMA) form, which you must fill out and include in the package before returning. Failure to include this form with your return will result in the rejection of a refund once the package arrives to our warehouse. In the Return Merchandise Authorization (RMA) form you will likely be asked to provide the following information:
1. Full name:
2. Street Address:
3. City:
4. State:
5. Zip Code:
6. Country:
7. Phone Number:
8. E-mail Address:
9. Original order confirmation no. or invoice no.
10. Reason for return:
Please remember to write your answers clearly and concisely. If you have any questions about returning merchandise, please send us an email at ventas@nemeshop.com
Packaging and Shipping
1. Once your return request has been reviewed and accepted by a member of Nemeshop Customer Service Support, proceed to safely pack the item in the original packaging with all labels and tags still attached.
2. Include the Return Merchandise Authorization (RMA) form in the package.
3. Download and print the return label from provided to you via email.
Return Costs
• For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
• For Customer Remorse (Change of Mind): The complete cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item. The final cost of the return will be deducted from the customer’s refund (if it is eligible for said refund) once the package has arrived at our warehouse and it has been inspected.
Specific Return and Refund Conditions
- Returns Due to Change of Mind: If you change your mind after purchase, you can return the product within 30 days of receiving it. Returns are subject to a Return Inspection, conducted by our team of experts, which will determine if you are eligible for a refund.
To be eligible for a refund, the product returned must be:
• Returned within 30 Days of receiving the package.
• The package must be in the same condition as it was sent: Completely sealed, untouched, unopened, in its original packaging, without signs of damage and/or alterations/modifications made to the packaging.
• Must include all packing material and extras such as blank warranty cards, tags or gifts.
• In the case of gift boxes, sets or collections that include more than one item: every single item included in the box must be present and in perfect condition (completely sealed, unopened, with no signs of usage or modifications/alterations of any kind) to qualify for a full refund.
• In the event of a refund on a purchase that received a free gift, the gift must be returned as well and must be in perfect condition (completely sealed, unopened, with no signs of usage or modifications/alterations of any kind) to qualify for a full refund.
• Return shipping charges are at the customer’s expense and will be deducted from the final refund. We are not responsible for lost or damaged packages.
We reserve the right to refuse any refund if upon inspection our team determines:
• The product's packaging has been opened, the seals have been opened/tampered with, and/or shows signs of usage, damage, misuse, alterations or modifications of any kind.
• Parts of the item and/or packaging are missing, with signs of usage, damaged and/or have been altered or modified.
Product Responsibility
At Nemeshop, we offer a curated selection of globally recognized and reputable products. However, it is important to note that Nemeshop is not responsible for any allergic reactions or adverse effects that may occur from the use of any products listed on our website.
As resellers and not manufacturers, we are not required to provide ingredient lists, and it is the customer’s responsibility to ensure that the product is safe for their personal use. All of our products are well-known globally, and detailed ingredient information is readily available online through the manufacturers' websites.
We strongly emphasize that customers must thoroughly research the products, including checking ingredients and any potential allergens, before making a purchase. Nemeshop cannot be held liable for any allergic reactions or sensitivities caused by product usage.
By purchasing from our website, you acknowledge that you have fully reviewed the product information on the corresponding manufacturer’s website and take full responsibility for any reactions. For specific concerns, we recommend contacting the manufacturer directly before use.
EXCHANGES
Please be aware that we do not offer exchanges for different items. If you encounter any issues with your order, you are welcome to apply for a return or request a cancellation. Our customer service team is available to assist you with the return process or to address any concerns you may have.
- Returns Due to Incorrect Address: In the case that the package is returned to our warehouse as result of incomplete/wrong address information provided by the customer, Nemeshop will not be responsible and you will not be eligible for a refund.
- Defective Goods: If you receive a defective product, contact our customer service immediately for instructions. Nemeshop will cover the return shipping costs and provide a replacement product or a refund.
- Damaged Goods: If the product arrives damaged, you will be requested to send us photos of the damage within 72 hours of receipt. We will assess the situation and cover the return costs if necessary. Product discrepancies not notified to Nemeshop within 72 hours of receiving the product may not be eligible for replacement/refund. Do not throw away the damaged goods as it will nullify our ability to proceed with a replacement/refund.
- Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product. Please do not use items that you believe are incorrect as it will void our ability to replace the items/process a refund.
- Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
- Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.
Restocking Fee: At Nemeshop, we apply a 20% restocking fee on returned items. This fee helps cover the costs associated with inspecting, processing, and restocking the merchandise. Please note that this fee will be deducted from your total refund, along with any applicable shipping costs. We recommend reviewing your order carefully before making a purchase to avoid unnecessary returns and associated fees.
Timelines
- Return Window: Returns must be reported and shipped within 30 days of receiving the product.
- Return Processing: Refunds are subject to a Return Inspection. Once the returned product arrives at our warehouse, it will be inspected within 1-2 business days to determine if it is eligible for a refund. We will notify you of the outcome once the inspection is complete.
- Refund Conditions: A refund is approved if the product is undamaged, unused, and in the original packaging, with all seals intact, and with no signs of modifications/alterations to the packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
- Refund Period: After the return is approved, it takes up to 14 days to process the refund to the original payment method.
- Refund Methods: Refunds are made to the original payment method used at the time of purchase.
Return Address
Send all returns to: 7220 NW 31st St, Miami, FL 33122
Legal Rights
This policy does not affect any applicable legal rights.
Questions?
Visit our FAQ page or contact our customer service.
Need help? Contact a member of our Nemeshop Team by:
- Visiting
www.nemeshop.com
for a live chat with one of our Beauty Experts.
- Emailing us at
ventas@nemeshop.com
- Via Whatsapp text at +1 (786)-444-7733
- We are here to assist you Monday through Friday from 9am to 6pm (GMT-4) (EDT).
-
NOTE: Customer Support services are not available Saturday through Sunday and during U.S holidays. If you have an inquiry please send us an email at
ventas@nemeshop.com
and we will respond when we are operative again).
