Return & Refund Policy

At Nerelias we want returns and refunds to be clear and straightforward. This policy explains our 30 day commercial return guarantee, damaged or incorrect item procedure, cancellations and refunds for purchases made through nerelias.com.

Mandatory consumer rights that apply in your jurisdiction remain available independently of this commercial policy.

You may request a standard return within 30 calendar days from the date your order is delivered.

To qualify for a standard change of mind return, the product must be:

We may refuse a return under this commercial guarantee if these conditions are not met. This does not remove any separate statutory right that applies to you.

Contact help.nerelias@gmail.com and provide:

We will review the request and provide the relevant return instructions.

For a standard return, do not send the product to an address printed on the original parcel unless we specifically confirm that address. Use the return address provided in this policy or in our return instructions.

Calle Baldomero Alonso 14 33930 Langreo, Asturias Spain

Unless the product is defective, damaged or incorrect, the customer is responsible for the direct cost of returning the item.

We recommend using a tracked shipping service and keeping proof of postage until the return and refund have been completed.

If a verified damaged, defective or incorrect item needs to be returned, Nerelias will cover the reasonable return shipping cost or provide another appropriate return arrangement.

If a product arrives damaged, broken, defective or does not work properly, contact help.nerelias@gmail.com with:

Once the issue has been verified, you may choose between a replacement at no additional cost or a refund to the original payment method, subject to any mandatory rule that requires a different remedy.

We do not require a customer with a verified damaged or defective item to follow the standard change of mind return procedure before the issue is reviewed. If a return is reasonably required, Nerelias will cover the reasonable return shipping cost or provide another appropriate arrangement.

If you receive the wrong product, wrong variant or something materially different from what you ordered, contact help.nerelias@gmail.com with your order number and clear photos showing what you received.

We may also request a photo of the shipping label where relevant.

Once verified, we will arrange an appropriate resolution, such as sending the correct item at no additional cost or issuing a refund to the original payment method. If a return is required because of our error, Nerelias will cover the reasonable return shipping cost or provide another appropriate arrangement.

We do not guarantee direct exchanges for standard change of mind returns. Where a direct exchange is not available, the normal process is to return the original product and place a new order.

This does not limit any right to replacement that applies to a damaged, defective or incorrect product.

If your order has not yet shipped, contact help.nerelias@gmail.com as soon as possible. If the order has not shipped, we will cancel it and issue a full refund to the original payment method.

If the order has already shipped, it normally cannot be cancelled at that stage. Once the order is delivered, you may request a return under our 30 day commercial return guarantee or exercise any separate statutory right that applies to you.

A cancellation is not considered completed until it has actually been confirmed by Nerelias.

For standard returns, once the returned product is received and inspected, we will confirm whether the refund has been approved.

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

For cancellations or other situations where applicable law requires a refund within a specific time, we will follow the legally required period.

Banks and payment providers may take additional time to display an issued refund. If more than 15 business days have passed since Nerelias confirmed that the refund was issued and it still has not appeared, contact help.nerelias@gmail.com.

Our maximum delivery period is 30 calendar days from order confirmation unless a different delivery date has been expressly agreed or mandatory law provides otherwise.

If we cannot meet the applicable delivery commitment, we will provide any notice, cancellation option or refund required by applicable law and our Shipping Policy.

If a parcel is refused, not collected or returned to sender because of customer inaction, incorrect delivery information, failed delivery attempts or unpaid charges for which the customer is lawfully responsible, we may deduct actual shipping, return, customs or handling costs from any refund where permitted by law.

Any mandatory consumer right that applies to the situation will take priority over this commercial rule.

You are responsible for providing accurate and complete shipping information at checkout.

If you notice an error, contact help.nerelias@gmail.com as soon as possible. We will try to correct the information before dispatch, but we cannot guarantee changes after the order has entered the shipping process.

If a parcel is returned because of an incorrect or incomplete address supplied by the customer, the refund or reshipment will be handled in accordance with this policy and applicable law.

If tracking shows that your order has been delivered but you cannot find it, first check with:

If the parcel still cannot be located, contact help.nerelias@gmail.com with your order number and any relevant tracking information.

We may review available delivery evidence and investigate the shipment with the relevant logistics partner. A delivery scan does not automatically end our review. Where a parcel is confirmed lost before delivery, we will arrange an appropriate resolution, such as reshipment or refund.

Our 30 day commercial return guarantee is an additional store policy and does not replace or reduce mandatory rights provided by law.

If you are a consumer in the United States, federal or state rights may apply depending on your place of residence and the circumstances of the transaction.

Where a mandatory statutory rule gives you greater protection than this commercial policy, the mandatory rule prevails.

Email: help.nerelias@gmail.com

Website: nerelias.com

Return address:

Calle Baldomero Alonso 14 33930 Langreo, Asturias Spain