Refund & Return Policy

At Nelly’s Store, we want you to shop with confidence. If you are not completely satisfied with your purchase, we’re here to help.

Please review the policy below for returns, refunds, and exchanges.

Returns

We accept returns within 14 days of delivery.

To be eligible for a return:

  • Item must be unused and unopened

  • Item must be in original packaging

  • Item must be in the same condition received

  • Proof of purchase (order number or receipt) is required

For hygiene and safety reasons, we cannot accept returns on opened or used personal care, skincare, hair care, supplements, or ingestible products.

Non-Returnable Items

The following items are non-refundable and non-returnable:

  • Opened or used products

  • Supplements or ingestible products once opened

  • Teas or coffee products once opened

  • Personal care or beauty items that have been used

  • Clearance or final sale items

  • Gift cards

This policy protects the health and safety of all customers.

Damaged or Incorrect Items

If you receive:

  • A damaged product

  • A defective item

  • The wrong item

Please contact us within 48 hours of delivery with:

  • Your order number

  • Photos of the item and packaging

We will gladly replace the item or issue a refund at no additional cost.

Refunds

Once your return is received and inspected:

  • Approved refunds will be processed to your original payment method

  • Please allow 5–10 business days for your bank or card provider to post the refund

Shipping costs are non-refundable unless the return is due to our error.

Exchanges

We only replace items if they are defective or damaged.

If you need an exchange, please contact us first to arrange the process.

Return Shipping

  • Customers are responsible for return shipping costs

  • We recommend using a trackable shipping method

  • We are not responsible for lost return packages

Order Cancellations

Orders may be canceled only before they are shipped.

Once an order has shipped, it cannot be canceled and must follow the return process.

How to Start a Return

To request a return or report an issue, please contact us:

Nelly’s Store
Email: nellystores00@gmail.com
Phone: 832-253-3318
Location: Houston, Texas, United States

Please include your order number and details about the issue.