Returns and refunds

Unopened products

For purchases made directly from nelourababy.com, you can request a return within 30 days of delivery. Products must be unopened and unused. We refund the amount paid for eligible returned products to your original payment method, including any applicable tax. There is no restocking fee.

How to start a return

Email help@nelourababy.com with your order number and the products you would like to return. Please contact us before sending anything back so we can confirm eligibility and provide the return address and instructions.

Return shipping

For change-of-mind returns, you are responsible for return postage. Original delivery charges are not refunded. If your order arrived with complimentary shipping, we do not deduct an original shipping charge from your refund.

Opened products

Opened or used products are not eligible for change-of-mind returns. If you have a concern about the product or your baby's skin comfort, please email help@nelourababy.com with your order number and a short description. We review these concerns individually and will discuss the next steps with you.

Something wrong with your order?

If an item arrives damaged, leaking or incorrect, or you discover a defect, contact help@nelourababy.com. We will arrange a replacement or refund and cover the relevant shipping costs, including return postage if we need the item back. A photo of the item and its batch number, if available, helps us look into the problem.

Bundles and subscriptions

You can return unopened, unused bottles from a bundle individually. Your refund reflects the share of the discounted price paid for the returned bottles. The same return policy applies to each subscription delivery, with the 30-day request window starting when that delivery arrives.

Receiving your refund

Once we receive and check an eligible return, we will confirm your refund by email and send it to your original payment method. The time it takes to appear in your account depends on your bank or payment provider.

The 30-day window and unopened-product condition apply to change-of-mind returns. This policy does not limit your rights under applicable consumer protection laws, including rights relating to defective goods.

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