Refund policy
Refund Policy
60-Day Money-Back Guarantee
At Nelo, we stand behind every bag. If you're not completely satisfied, we offer a 60-Day Money-Back Guarantee under the terms below.
Eligibility for Refunds
To qualify for a refund, all of the following must apply:
- Refund requests must be submitted within 60 days of your confirmed delivery date.
- Requests made after 60 days from delivery are not eligible and will not be approved.
- Shipping and handling fees are non-refundable.
- To initiate a refund, you must email contact@heynelo.com within 60 days of receiving your order.
Refund eligibility is strictly limited to the 60-day window from your confirmed delivery date.
How to Request a Refund
- Email contact@heynelo.com with your full name, order number, and the item you'd like to return.
- Our support team will respond within 24–48 hours with next steps.
- Refunds are processed within approximately 15 business days after approval, though we cannot guarantee processing within that timeframe.
- Refunds are issued to the original payment method. Once processed, please allow up to 10 business days for the credit to appear, depending on your financial institution.
Non-Eligible Refunds
The following are not eligible for refunds under any circumstances:
- Requests submitted outside the 60-day guarantee window.
- Subscription renewals or recurring charges processed after the 60-day period.
- Orders already fulfilled once the 60-day window has passed.
- Requests that fall outside the terms stated in this policy.
No exceptions are made beyond the 60-day money-back guarantee.
To protect against policy abuse, we reserve the right to decline refund requests from customers who show a pattern of repetitive returns. We define this as more than two refund requests within any 12-month period.
Subscriptions
If your order includes a subscription, it is your responsibility to manage or cancel it within the 30 days. Renewals processed after this window are not eligible for refunds. Failure to cancel or modify a subscription prior to renewal does not constitute grounds for a refund.
Damaged or Defective Items
If your order arrives damaged or defective, contact us immediately at contact@heynelo.com. We'll arrange a replacement or full refund at no cost to you. Photos of the damaged item may be requested for verification.
Agreement to Policy
By completing a purchase on our website, you agree to this Refund Policy in full, including all eligibility requirements and limitations.
Contact Us
Questions about your refund? Reach our support team within the 60-day window at contact@heynelo.com. We are available Monday through Friday, 9am–6pm Central Time.