Refund policy
Return & Refund Policy – Nenoca
We offer a 14-day return policy in accordance with European Union consumer protection regulations. This means you have 14 calendar days from the day after receiving your order to notify us of your intention to return an item.
Once your return request has been communicated within this period, you will have an additional 14 days to send the item back to us.
Conditions for Returns
To be eligible for a return, the item must:
• Be unused, unworn, and undamaged
• Have all original tags attached
• Be returned in its original packaging
• Be accompanied by proof of purchase
Items showing signs of wear, washing, damage, missing tags, odors, or alterations will not be accepted and may be returned to the sender or partially refunded at our discretion.
How to Initiate a Return
To begin a return, please email support@nenoca.com with your order number and reason for return within 14 days of delivery.
Returns sent without prior written notification will not be accepted.
Return shipping costs are the responsibility of the customer unless the item is confirmed to be defective.
Return Shipping Guidelines
To ensure a smooth return process, we kindly ask that:
• The parcel is clearly marked as a return shipment
• A tracked and reliable shipping method is used
• All required customs declarations are correctly completed when applicable
Nenoca is not responsible for return parcels that are lost, delayed, retained, or blocked by customs authorities due to incorrect documentation or unpaid duties. Any customs charges related to returns are the responsibility of the customer.
We strongly recommend using a tracked shipping service, as we cannot issue refunds for returns that cannot be located.
Delivery Conditions for Returned Parcels
Our office receives parcels from Monday to Friday, between 9:00 AM and 6:00 PM.
If a carrier attempts delivery outside these hours and redirects the parcel to a pickup point or relay location, we are unfortunately unable to collect it. In such cases, it will be the customer’s responsibility to arrange redelivery directly with the carrier.
Returns that are not successfully delivered to our address may not be eligible for refund.
Non-Returnable Items
Items marked as “Final Sale” on the product page are not eligible for return or exchange, except in cases of confirmed defect.
Additionally, we reserve the right to refuse returns where permitted by law, including:
• Custom-made or personalized items
• Sealed items that have been opened
• Products intended for intimate or hygienic use
Refunds
Once your return has been received and inspected, you will receive a confirmation email.
If approved, your refund will be processed within up to 10 business days using the original payment method.
Please note that only the cost of the returned product(s) will be refunded. Original shipping costs are non-refundable.
Return shipping costs are the responsibility of the customer unless the item is confirmed to be defective.
If you do not receive your refund after this period, please contact us at support@nenoca.com.
Address Accuracy & Unclaimed Parcels
Please ensure that your shipping address is complete and accurate.
If a parcel is returned due to an incorrect or incomplete address, refusal of delivery, failure to collect from a pickup point, or non-payment of customs duties, the original shipping costs will not be refunded. Reshipping fees may apply.