Refund policy

WHAT IS YOUR RETURN POLICY?

We are pleased to offer returns for eligible items shipped within the United States during a 30-day trial period.

To qualify, returned items must:

  • Be unused and unwashed

  • Have all original tags attached

  • Be in their original packaging and condition

To begin a return, please contact us at help@nelpanda.com.

HOW DO I START A RETURN OR EXCHANGE?

To initiate a return or exchange:

  1. Email help@nelpanda.com

  2. Provide your order number and reason for the return or exchange

Once approved, you may:

  • Ship the product using your preferred carrier

  • Share the tracking number once the item is shipped

Where available, you may also request our prepaid return label as described in the Return Shipping section below.

REFUND PROCESS

  • Refunds will be issued to the original payment method

  • If the original payment method is unavailable, store credit will be provided instead

  • Expect your refund to be completed within 10 business days after the return is processed

  • Please allow your bank 7–21 business days to post the refund to your account

RETURN SHIPPING

Please note:

  • For returns shipped using your own carrier, NELPANDA does not cover return shipping costs.

  • When using their own carrier, customers are responsible for shipping charges unless the item is defective or incorrect.

Use a trackable shipping method, and provide us with the tracking number for faster processing.

For returns from the contiguous United States, after your return is approved, you may request a prepaid return label from us. We pay the carrier postage. If you use our label, a $9.95 return processing fee will be deducted from your refund, with no additional return postage charge. If you use your own carrier and pay the postage yourself, we do not charge this processing fee.

Hawaii and Alaska: For returns other than defective or incorrect items, customers must arrange and pay for return shipping using a trackable carrier. Our prepaid return label option is not available for these returns, and no $9.95 return processing fee applies.

For defective or incorrect items, including orders delivered to Hawaii or Alaska, we cover approved return shipping and waive the processing fee. Please contact us before returning the item.

If you have any questions or concerns, contact our customer support team at:

📧 help@nelpanda.com