Refund policy
1. OVERVIEW
At Nerosà London, we take great pride in the quality of our fragrances. If for any reason you are not satisfied with your purchase, we are happy to accept returns within the conditions set out in this policy. By placing an order with us, you agree to the terms outlined below.
2. RETURN WINDOW
You may request a return within 30 days of the date your order was delivered. Requests made outside of this window will not be accepted. To initiate a return, please contact us at support@nerosalondon.co.uk with your order number and reason for return before sending any item back to us. Returns sent without prior authorisation will not be processed.
3. CONDITION OF RETURNED ITEMS
We understand that customers may wish to test a fragrance upon receipt. As such, we permit a reasonable number of sprays for the purpose of evaluation. However, returned items must be in a substantially unused condition. Products that have been used beyond what is reasonably necessary to assess the scent at our sole discretion will not be accepted for return and will not be eligible for a refund.
To be eligible for a return, items must meet all of the following conditions:
· The product must have been purchased directly from nerosalondon.co.uk.
· The product must be returned in its original packaging, undamaged and intact.
· The bottle must retain the majority of its original contents.
· The return must be requested within 30 days of the confirmed delivery date.
4. NON-RETURNABLE ITEMS
The following items are not eligible for return or refund under any circumstances:
· Products that have been extensively used, emptied, or are missing a significant portion of their contents.
· Products returned without their original packaging.
· Items purchased during promotional sales or as part of a bundle, unless faulty.
· Discovery sets, samples, and miniatures.
· Any item where the seal has been removed and the product has been used beyond a reasonable test.
5. RETURN SHIPPING
The cost of return shipping is the responsibility of the customer unless the item received was faulty, damaged, or incorrect. We strongly recommend returning items via a tracked postal service, as Nerosà London cannot be held responsible for parcels that are lost or damaged in transit on their way back to us. Return postage costs are non-refundable.
6. REFUNDS
Once your returned item has been received and inspected, we will notify you by email of the outcome. If your return is approved, a refund will be issued to your original payment method within 5-10 business days. Please note that your bank or payment provider may require additional time to process and post the refund to your account.
If your return is rejected on the grounds that the product does not meet our return condition requirements, you will be notified by email. In such cases, the item may be returned to you at your request, subject to a re-delivery charge.
7. FAULTY OR INCORRECT ITEMS
In the event that you receive an item that is faulty, damaged upon arrival, or not what you ordered, please contact us at support@nerosalondon.co.uk within 48 hours of delivery, providing your order number and photographic evidence where applicable. We will arrange a replacement or full refund at no cost to you, including return postage where required.
8. EXCHANGES
We do not currently offer direct exchanges. If you wish to receive a different product, please return your eligible item for a refund in accordance with this policy and place a new order separately.
9. CONTACT
To initiate a return or for any queries relating to this policy, please contact our customer support team at support@nerosalondon.co.uk. We aim to respond to all enquiries within 1-2 business days.
