Refund policy

At Nomae, the health, safety, and hygiene of our customers are extremely important to us. Because we sell health, wellness, and personal-use products, certain items cannot be returned once opened or unsealed due to health protection and hygiene reasons.

14-Day Right of Withdrawal – EU Customers

If you are purchasing from within the European Union, you generally have the right to withdraw from your online purchase within 14 days of receiving your order, without providing a reason, where required by applicable EU consumer law.

To exercise your right of withdrawal, you must contact us within 14 days of receiving your order.

Products returned under the 14-day right of withdrawal must be:

  • Unused and in their original condition;

  • In their original packaging; and

  • Sealed and unopened where the product is supplied with a hygiene, safety, or protective seal.

Health & Hygiene Products

For health protection and hygiene reasons, sealed products that have been opened or unsealed after delivery cannot be returned, where the applicable legal exemption applies.

This includes products that, due to their nature, cannot safely or hygienically be resold once opened.

Accordingly, we do not accept change-of-mind returns for opened, used, or unsealed health or hygiene-sensitive products.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, broken, defective, or materially different from what you ordered, please contact us as soon as possible after delivery.

Please include:

  • Your order number;

  • A description of the problem; and

  • Clear photographs or videos showing the damage or defect, where reasonably possible.

We will assess the issue and, where required under applicable consumer law, arrange an appropriate remedy such as a replacement, repair, price reduction, or refund.

Nothing in this policy limits your statutory rights regarding faulty or non-conforming goods.

Items That Cannot Be Returned

Subject to your mandatory rights under applicable law, we do not accept returns for:

  • Products that have been opened, used, or unsealed where they are unsuitable for return for health protection or hygiene reasons;

  • Products damaged after delivery through misuse, improper storage, or failure to follow product instructions;

  • Change-of-mind returns submitted after the applicable 14-day withdrawal period; or

  • Other products excluded from the right of withdrawal under applicable consumer law.

Return Shipping

Where a customer exercises the statutory 14-day right of withdrawal, the customer is responsible for the direct cost of returning the goods unless Nomae agrees otherwise or applicable law requires us to cover those costs.

If a product is confirmed to be defective, damaged on arrival, or otherwise non-conforming, we will cover reasonable return costs where required by applicable law.

Refunds

Once an eligible return has been received and inspected, we will process the applicable refund using the original payment method.

For valid EU withdrawal requests, refunds will be handled within the time limits required by applicable consumer law. We may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, where permitted by law.

Original delivery costs will be refunded where required by applicable law. Any additional delivery costs resulting from choosing a more expensive shipping method than our standard delivery option may not be refundable.

Contact Us

To request a return, report a damaged or defective item, or exercise your statutory right of withdrawal, please contact Nomae Customer Support and provide your order number and relevant details.

This Return & Refund Policy does not exclude, restrict, or override any mandatory consumer rights available to you under applicable law.