Refund policy

Return & Refund Policy

At Nilo, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our return and refund policy below.

Return Eligibility

Returns are accepted within 14 days of the delivery date.

To qualify for a return, items must:

  • Be unused and in their original condition.
  • Include all original packaging, accessories, and contents when applicable.
  • Not show signs of misuse, damage, or excessive wear after delivery.

Nilo reserves the right to refuse returns that do not meet these requirements.

Return Process

To request a return, please contact us within the 14-day return period and provide:

  • Your order number.
  • A brief description of the reason for the return.
  • Photos of the product if applicable.

Customers may be responsible for return shipping costs unless the return is due to an error by Nilo or a defective product.

Refunds

Once a returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to appear on your account, depending on your bank or payment provider.

Original shipping charges are non-refundable unless the return is the result of our error.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.

When submitting a claim, please include:

  • Your order number.
  • Photos showing the issue.
  • A description of the problem.

Upon review, Nilo may offer a replacement, store credit, or refund at our discretion.

Lost or Undelivered Packages

Claims regarding lost, missing, or undelivered packages must be reported within 30 days of the shipment date.

Nilo will work with the shipping carrier to investigate the issue and determine an appropriate resolution.

Non-Returnable Items

The following items may not be eligible for return:

  • Products marked as final sale.
  • Gift cards.
  • Personalized or custom-made products.
  • Items damaged due to misuse, abuse, or improper handling after delivery

Contact Us

For questions regarding returns or refunds, please contact Nilo through the contact information provided on our website.

We appreciate your business and thank you for shopping with Nilo.