Refund policy

Returns and Exchanges Policy

At NÉLHAF, we want you to feel confident about your purchase.

Please read the full policy before registering or sending a return.

Right of Withdrawal

When shopping online, consumers normally have a 14-day right of withdrawal. This period begins the day after you receive your order.

Your return must be registered within 14 days of receiving your order:

👉 Register your return

Once your return has been registered, you have 14 days to send the product back.

You do not need to contact customer service separately before registering a standard return. If the returns portal is not working, please contact us at info@nelhaf.com.

The customer is responsible for the cost of return shipping.

Return Conditions

Items must be returned in their original condition and original packaging, including all labels, instructions, accessories and any complimentary gifts.

The product and its original packaging must be handled with care. The product must remain in its original packaging and must not be removed, tried on, used, washed or otherwise treated. The packaging must not be torn, damaged or repacked in a way that affects the presentation of the product or means that it can no longer be sold as new.

We do not accept products that:

• have been used or worn

• have been used for sleeping

• have been tried directly against the hair, skin or face

• have been washed or otherwise treated

• have been cut, altered or repaired

• are dirty, stained, creased or damaged

• contain hair, dust, lint or other signs of handling or use

• smell of perfume, smoke, skincare, hair products or other scents

• show traces of makeup, skincare or hair products

• are missing labels, accessories, parts or complimentary gifts

• have damaged, torn or incomplete original packaging

• have been repacked in a way that affects the product’s presentation

If the product has been removed from its packaging or repacked in a way that prevents it from being restored to its original condition, a deduction may be made for loss of value.

The amount deducted will depend on how much the product’s value has decreased. If the product can no longer be sold as new, the deduction may equal the full value of the product, meaning that no refund will be issued.

Each return is assessed individually based on the condition of the product and its packaging when we receive it.

How to Make a Return

1. Visit our returns portal.

2. Sign in using the email address used to place the order.

3. Select the relevant order and the product you wish to return.

4. Choose the reason for the return and follow the instructions.

5. Place the product and all accessories in the original packaging.

6. Place the original packaging inside separate protective outer packaging.

7. Send the return using a tracked shipping service.

8. Keep your proof of postage and tracking number until your return has been fully processed.

Do not attach tape, shipping labels or other markings directly to the product’s original packaging.

We recommend using PostNord, DHL or another tracked shipping service. The customer is responsible for the return until it has been delivered to our return address.

NÉLHAF is not responsible for returns that are lost or damaged while being transported to us.

Returns sent cash on delivery will not be accepted.

Return Address

NÉLHAF AB
Ringvägen 59
904 21 Umeå
Sweden

Return Inspection

All returns are inspected before a refund or exchange is approved.

During the inspection, we assess:

• the condition of the product

• whether the product has been removed, tried on or used

• whether there are stains, odours, hair, lint or other signs of use

• whether any labels, accessories, parts or gifts are missing

• the condition of the original packaging

• whether the product has been repacked

• whether the product can still be sold as new

The delivery of a return to us does not automatically mean that it has been approved.

We may document the condition of the product and its packaging with photographs or video during the inspection.

If the return does not meet our conditions, we will contact the customer with our assessment and details of any deduction for loss of value.

Returns That Do Not Meet Our Conditions

A return may be rejected or subject to a deduction for loss of value if:

• the withdrawal period has expired

• the product was returned too late

• the product has been used, tried on, washed, treated, damaged or made dirty

• the product shows clear signs or smells of use

• labels, accessories, parts or gifts are missing

• the product or its original packaging has been damaged

• the product has been repacked in a way that affects its presentation

• the product can no longer be sold as new

• the return cannot be identified or linked to an order

If a return is not approved, or if the deduction for loss of value equals the full value of the product, the product may be sent back to the customer. The customer will be responsible for the additional shipping cost.

Exchanges

If you would like to exchange a product for another colour, size or model, register the exchange through our returns portal.

The same conditions apply to exchanges as to standard returns. The product must be received, inspected and approved before the exchange can be completed.

The customer is responsible for the return shipping cost and the shipping cost of the replacement product, unless the exchange is required because NÉLHAF sent the wrong item.

We cannot reserve or guarantee that the requested product will still be available when the return reaches us. If the product is sold out, we will contact you.

Sale Items and Promotional Products

Sale items and products purchased during a promotion are covered by the 14-day right of withdrawal for online purchases, provided that the return conditions are met.

Once the return has been approved, the amount paid for the product will be refunded to the same payment method used for the purchase.

Discount codes, promotional prices and offers cannot be transferred to a new order after the promotion has ended.

This does not affect the customer’s statutory right to make a claim regarding a faulty, damaged or incorrectly delivered product.

Gift Cards

Gift cards cannot be returned, exchanged or redeemed for cash.

This does not affect the customer’s statutory rights if there is a fault with the gift card.

Damaged or Incorrect Items

Please inspect your order as soon as it is delivered.

If a product is damaged, faulty or different from what you ordered, please register the issue through our returns portal as soon as possible.

Please include:

• your order number

• a clear description of the issue

• clear photographs or a video of the product

• photographs of the packaging and shipping label if the item was damaged in transit

Do not dispose of the product or its packaging, and do not return the product before receiving instructions from us.

We may need additional information to assess the issue. If your claim is approved, NÉLHAF will cover the necessary return and delivery costs.

If you cannot register the issue through the returns portal, please contact us at info@nelhaf.com.

Missing Items

If an item is missing from your delivery, please first check:

• your order confirmation

• the delivery note

• all packaging and packing materials

• whether your order was sent in more than one shipment

If the item is still missing, register the issue through our returns portal. Please include photographs of the package, its contents and the shipping label.

Right to Make a Claim

Under the Swedish Consumer Sales Act, you have the right to make a claim regarding an original fault in a product for up to three years. The claim must be made within a reasonable time after you discovered, or should have discovered, the fault.

The right to make a claim does not apply to faults caused by:

• normal wear and tear

• improper use

• inadequate care

• accidental damage

• incorrect washing or treatment

• failure to follow the product’s care instructions

If a claim is approved, NÉLHAF has the right in the first instance to repair the fault or replace the product. If this is not possible, a price reduction or refund may be offered in accordance with applicable consumer law.

Refunds

We will notify you once your return has been received and inspected and let you know whether it has been approved in full, approved in part or rejected.

For an approved return, the refund will be issued to the same payment method used for the purchase.

We have the right to withhold the refund until we have received the product or until the customer has provided proof that it has been returned.

Once the refund has been processed, it may take additional time for the funds to appear in your account:

• Card payments: normally 3–15 business days, depending on your bank

• PayPal: according to PayPal’s processing times

• Klarna and other payment methods: according to the processing times of the relevant payment provider

If more than 15 business days have passed since we confirmed your refund, please contact us at info@nelhaf.com.

Refund of the Original Shipping Cost

If the entire order is returned within the withdrawal period, we will refund the cost of our least expensive standard delivery option.

If the customer selected a more expensive delivery option, the difference will not be refunded.

If only part of the order is returned, the original shipping cost will normally not be refunded.

The customer is responsible for the return shipping cost, except when a claim has been approved or NÉLHAF sent the wrong product.

Returning Sets and Promotional Bundles

Products sold together as a set or bundle must be returned in full to qualify for a full refund.

If only part of a set is returned, NÉLHAF has the right to recalculate the price of the products kept by the customer using their regular individual prices. The difference may then be deducted from the refund.

Any complimentary gifts included with the order must also be returned. If a gift is missing or has been used, its value may be deducted from the refund.

Late Returns

The return must be registered within 14 days of receiving the order. The product must then be sent back within the following 14 days.

Returns registered or sent after these deadlines may be rejected.

If a late return is not approved, the product may be sent back to the customer. The customer will be responsible for the additional shipping cost.

Uncollected or Refused Packages

Failing to collect or accept a package does not count as exercising the right of withdrawal.

If a package:

• is not collected from a collection point

• is refused by the recipient

• cannot be delivered because the address details are incorrect or incomplete

• is returned due to unpaid customs duties or import charges

NÉLHAF may charge a fee of up to SEK 120 to cover the actual return shipping and handling costs. This fee will be deducted from any refund.

Shipping costs, customs duties, import charges and other external fees are non-refundable.

If the package is not returned to us—for example, if it is abandoned, destroyed or lost during return transit—a refund cannot be issued until the matter has been investigated.

Orders Outside the EU

The customer is responsible for any customs duties, import taxes and other local fees.

If a shipment is returned due to unpaid customs duties or import charges, these charges will not be refunded. Any costs NÉLHAF is required to pay in connection with the return may be deducted from the refund.

Mandatory consumer protection laws will always apply where they provide the customer with stronger rights than this policy.

Frequently Asked Questions

How long do I have to make a return?

The return must be registered within 14 days of receiving the order. You then have another 14 days to send the product back.

Do I need to contact customer service?

No. Standard returns and exchanges can be registered directly through our returns portal.

If you have received a damaged or faulty product, register the issue and wait for our instructions before returning it.

Do I have to pay for return shipping?

Yes. For standard returns and exchanges, the customer is responsible for the return shipping cost.

If NÉLHAF sent the wrong product or your claim is approved, we will cover the necessary return shipping cost.

Can I return a sale item?

Yes. Sale items and promotional products are covered by the 14-day right of withdrawal for online purchases, provided that the return conditions are met.

Can I remove or try the product?

The product must remain in its original packaging and must not be removed, tried on, used, washed or otherwise treated if it is to be returned in unchanged condition.

If the product is removed or repacked in a way that affects its presentation or means it can no longer be sold as new, a deduction may be made for loss of value.

What happens if the original packaging is damaged?

The original packaging must be handled carefully. Never attach tape or shipping labels directly to it.

If the packaging is damaged or repacked in a way that reduces the value of the product, a deduction may be made for loss of value. If the product can no longer be sold as new, the deduction may equal the full value of the product.

Is my return approved once the package has been delivered?

No. All returns must first be received and inspected. A refund or exchange will only be processed after the return has been approved.

Contact

Returns portal: account.nelhaf.com
Email: info@nelhaf.com

Return address:
NÉLHAF AB
Ringvägen 59
904 21 Umeå
Sweden