Commercial & Residential Online Returns - Terms and Conditions
All regularly/standard stocked items can be returned within 30 days of receipt, provided the item is unused and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s) returned. Shipping charges are non-refundable and will be deducted from the return amount due. Customers are responsible for return shipment costs, including any brokerage fees, duties, and taxes when applicable.
Face masks and face shields cannot be return due to hygienic reasons.
Klarna purchases returned will be refunded to a Nella gift card or to the credit card linked to your Klarna account. It is your responsibility to ensure your Klarna loan is paid in full once you receive a refund. Log into the Klarna app to manage your order and upcoming payments. If you need any help, Klarna Customer Service is always available.
Restocking fees may apply see below for more information.
Customized or special order item(s) and products shipped direct from the manufacturer/supplier cannot be returned.
If you receive a defective item please contact us immediately within 5 business days for the next steps.
Return policy applies to online purchases only.
A restocking fee will be issued for return requests and will be deducted from the return amount. For commercial locations, the fee is 20% of the item(s) cost. For residential locations, the fee is 30% of the item(s) cost. The restocking fee helps cover the costs of restocking item(s).
Return Shipments of Incorrect Items
In the unlikely event that you receive an incorrect item, please contact us immediately so that we can find a solution or send a replacement as quickly as possible.
We will provide you with a return shipping label at no cost, for your convenience. Please do not ship the product back to us prior to receiving a return label as we cannot guarantee reimbursement for any incurred shipping charges.
As soon as you place an order with Nella Online, we start working to process and ship it out to you as soon as possible. As a result, we cannot always guarantee that we’ll be able to cancel or modify orders once they have been processed. If you do wish to cancel or alter anything on an order you’ve recently placed with us, please contact us right away.