Refund policy
Returns
If you are not completely satisfied with your order, you may request a return within 14 days of the marked
delivery date. To be eligible:
• Items must be unused, unopened, and in their original sealed packaging.
• Proof of purchase (order confirmation or receipt) is required.
• Return shipping costs are the responsibility of the customer. Nelux Cosmetics does not provide free return labels.
• We strongly recommend shipping returns via a trackable method. We are not responsible for returns lost or delayed in transit.
• All approved returns are refunded as store credit (see Refunds below).
Refunds
Once we receive and inspect your return, we will notify you of approval or rejection within 5 business days.
All approved refunds are issued as Nelux Cosmetics store credit. Store credit is delivered by email as a gift card code and can be used on any product on neluxcosmetics.com. Store credit does not expire.
Refunds to the original payment method are issued only in the following cases:
• The product was confirmed defective or damaged on arrival.
• The product is required to be refunded to the original payment method by applicable consumer protection law (for example, the EU 14-day right of withdrawal for sealed, unused goods).
• A clear error on our side prevents the use of store credit (e.g., duplicate charge).
If you require a cash refund under one of the conditions above, please indicate this in writing when submitting your return request.
Hygiene & Sealed Cosmetic Products
All Nelux Cosmetics products are delivered factory-sealed for hygiene and safety reasons. Once a seal is broken, the product cannot be resold and is therefore non-returnable, regardless of whether it has been used.
This applies to all cosmetic products in our range and is in line with EU consumer law on sealed goods unsuitable for return for hygiene reasons (Article 16(e) of Directive 2011/83/EU on Consumer Rights) and equivalent regulations in other jurisdictions.
What counts as a broken seal: any product whose outer plastic wrap, foam applicator seal, safety sticker, or sealed inner packaging has been removed, punctured, or otherwise compromised. Outer cardboard packaging that has been opened does not by itself void return eligibility, as long as the product inside remains sealed.
Bundle Deals & Free Promotional Items
Bundle offers and promotional sets — including any 'buy one, get one free', 'add a free gift', or multi-item discount — are treated as a single transaction for return purposes.
• If any item in a bundle has been opened, used, or had its seal broken, the entire bundle becomes non-returnable.
• Free promotional items cannot be returned separately for refund or store credit, as they have no individual purchase value.
• A bundle may only be returned in full if all items remain unused, unopened, and sealed, and the return is initiated within the 14-day return window.
This is to ensure that promotional offers cannot be partially redeemed by keeping the free item and returning the paid item.
Refused or Undeliverable Packages
If a package is refused at delivery, returned to us as undeliverable, or not collected from a pickup point and returned to our warehouse, the following applies:
Option 1 — Free Reshipment: We will resend your order at no additional cost once the original package has been received back at our warehouse. Please confirm the correct shipping address in writing.
Option 2 — Refund as Store Credit: If you no longer wish to receive the order, we will issue a refund as store credit, minus a 15% restocking fee covering the original shipping and handling costs. Refunds for refused packages are processed only after the package has been physically received and inspected at our warehouse, which can take 2–4 weeks depending on carrier return times.
Refunds to the original payment method are not available for refused packages, as the original shipment was successfully dispatched and the package was deliverable.
Exchanges
We replace items only if they are defective or damaged on arrival. To request an exchange, contact info@neluxcosmetics.com within 7 days of receiving your order with:
• Your order number
• Clear photos of the damaged or defective product
• A photo of the outer packaging (if also affected)
• A short description of the issue
Exchange requests submitted outside the 7-day window cannot be processed. If a replacement is approved, we will arrange shipment of the replacement item at no additional cost. The defective or damaged item may need to be returned to us, we will provide instructions where applicable.
Non-Returnable Items
The following items are non-returnable:
• Cosmetic products that have been opened, used, or had their seal broken
• Any item from a bundle or promotional set where one or more items have been opened or used
• Free promotional items received as part of a bundle or offer
• Items marked as final sale at the time of purchase
• Gift cards and digital products
• Items returned outside the 14-day return window
Contact Us
For any questions or concerns about our return and refund policy, please email us at info@neluxcosmetics.com.
