Refund policy

Return and Exchange Policy

Nélhaf wants all customers to feel secure and satisfied. That’s why we offer a simple process for returning or exchanging products.

You may return the product within 14 days if you are not satisfied.
We will replace defective items at no cost.

Damaged or Defective Items
Claims for damaged, defective, incorrect, or missing items must be made within 14 days of the delivery date and accompanied by photographic evidence. Always contact our customer service before returning an item, and we will help you find a solution.

Return Policy

Items must be returned in their original condition and original packaging, including labels, manuals, accessories, and any gifts. We do not accept used or opened products for hygiene reasons. If a product has been opened, tested, or used, it is no longer considered to be in its original condition, and a refund will be denied.
Returns must be in good condition and are always inspected before a refund is approved.
We recommend DHL, PostNord, or another trackable service.
Nélhaf is not responsible for lost returns.

Refunds

Refunds will be issued to the same payment method used for the purchase, after the return has been received and approved.
If the item is not returned in its original condition, the refund may be reduced or denied.
For returns due to reasons other than an error on our part, only the value of the item will be refunded, not the shipping cost.
For returns of orders with free shipping, the original shipping cost will be deducted.

Unclaimed Packages
If you do not pick up your package and it is returned to us, an administrative fee of 120 SEK (or the equivalent order value, if lower) will be charged. The fee will be deducted from any refund or invoiced for unpaid orders.

Refused or Unclaimed Packages

If a package:

is refused by the recipient
is not collected from the pickup point
is returned due to unpaid customs duties
cannot be delivered due to an incorrect address

The shipment will be returned to us where possible, or handled by the carrier or customs authorities.

Shipping costs, customs duties, and any additional fees are non-refundable.

If the package is returned to us in its original condition and with unopened packaging, the product value will be refunded in accordance with our return policy.

If the package is not returned to us (for example, if it is abandoned, destroyed, or lost during return transit), it will be considered abandoned and no refund will be issued.

Right of Withdrawal
You have the right to cancel your purchase within 14 days of the delivery date. Return shipping costs are the customer’s responsibility.

Late returns
Returns after the cancellation period has expired will not be accepted. If such a return is sent anyway, we reserve the right to refuse a refund or charge a return fee of 120 SEK, as well as require the customer to pay new shipping costs to have the item returned.

Refund processing time