Return and Refund Policy

Last updated: September 21, 2021

Thank you for shopping at Nelly Rosso.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns. The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

  • Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Karnes LTD, London, UK.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.
  • Service refers to the Website.
  • Website refers to Nelly Rosso, accessible from www.nelly-rosso.com
  • You mean the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individuals are accessing or using the Service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 30 days without giving any reason for doing so.

The deadline for cancelling an Order is 30 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

  • By email: contact@nelly-rosso.com

30 Day Money Back Guarantee & Refund Policy

At Nelly-rosso.com, we want to ensure that you are 100% happy with your purchase.

  • If you have technical or sales queries, do not hesitate to contact us.
  • If after you attempted to resolve issues with Support staff and feel the product(s) you purchased does/do not the best fit your requirements, we want to make things right.

Our policy offers a full refund within 30 days of your date of purchase. We’d love to know what went wrong and how we can improve, so please include details about the reason for your refund request if you reach out to us directly.

WooCommerce.com and our payment process submit the refund immediately and make every attempt to process the refund as quickly as possible. Your financial institution can take up to 20 days for the refund to reflect in your bank account/card. More details can be found via Stripe.com at Customer refund processing time.

Requesting a Refund

To request a refund:

  1. Go to WooCommerce.com > Account > Orders
  2. Select the order number of the product you want to refund.
  3. Select the ellipsis icon (three dots) next to the order total column. This opens a prompt to Request a Refund.
    1. Note: If you do not see the ellipsis icon, it means the 30-day period has passed.
  4. Click the link to Request a refund. A Refund Request Form displays.
  5. Select a refund reason from the drop-down menu and add details about your reason for the refund request.
  6. Select Request Refund.

An automated response confirming receipt is sent to the email address associated with your account. Once we’ve had a chance to review the request, we will be in touch about the refund process.

WooCommerce.com single order view with the Request a refund option showing

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 30 days
  • The Goods are in the original packaging

The following Goods cannot be returned:

  • The supply of Goods made to Your specifications or clearly personalized.
  • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

CJ Trade Corp, 13955 Central Ave, Chino, CA 91710, USA.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Gifts

If the Goods were marked as a gift when purchased and then shipped directly to you, You’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By email: contact@nelly-rosso.com