Refund and Returns Policy

1. Introduction

At Nemito, we value customer satisfaction and aim to provide a smooth, transparent, and reliable return experience. We understand that sometimes an item may not meet expectations, arrive damaged, or simply no longer be needed. This Return & Refund Policy explains our return requirements, eligibility criteria, refund process, timelines, and responsibilities for both customers and our team. By purchasing from Nemito.com, you agree to the terms outlined below.

Our customer service operates Monday through Friday, from 8 AM to 5 PM (Hawaii Standard Time), and is closed on weekends. All inquiries regarding returns or refunds should be directed to [email protected].

2. Return Eligibility Window

Customers may request a return within 15 days from the date the carrier marks the package as “Delivered”.
The eligibility period begins on the delivery date shown in your tracking information.

Requests made after 15 days from delivery will not be accepted.

3. Condition Requirements for All Returns

To qualify for a return, all items must meet the following conditions:

  • The item must be unopened
  • The item must be unused
  • The item must remain in its original packaging
  • All original seals, labels, accessories, and protective materials must be intact
  • The product must be in resellable, brand-new condition

Items that have been opened, used, tested, installed, altered, washed, or damaged by the customer are not eligible for return.

Nemito reserves the right to deny returns that do not meet the condition requirements.

4. Return Process

To request a return, customers must follow the steps below:

  1. Contact our customer support team at [email protected].
  2. Provide your order number, full name, and the email used at checkout.
  3. Include photos of the item and the unopened packaging to confirm eligibility.
  4. Wait for approval and return instructions before shipping anything back.

Customers must not send items back without receiving official approval and return instructions, as unauthorized returns may not be processed.

5. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to:

  • Wrong item received
  • Defective product
  • Damaged item upon arrival

For customer-initiated returns (e.g., change of mind, ordering the wrong item), customers are responsible for:

  • Return shipping costs
  • Ensuring the item is packaged securely for transit

Nemito strongly recommends using a trackable shipping service to avoid lost return packages.
We are not responsible for items lost or damaged during return transit.

6. Items Not Eligible for Return

Certain products cannot be returned under any circumstances:

  • Items that have been opened or used
  • Items without original packaging, seal, or accessories
  • Items returned after the 15-day eligibility window
  • Clearance or final sale items (if marked clearly on the product page)
  • Customized, personalized, or made-to-order products
  • Products damaged due to customer mishandling

If a returned item is received in non-eligible condition, Nemito may reject the return or charge a restocking fee.

7. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or incorrect, please contact us within 48 hours of delivery so we can resolve the issue promptly.

To assist with your claim, we may request:

  • Photos of the damaged or defective item
  • Photos of the packaging
  • Your order number and contact information

If the claim is approved, Nemito will provide a replacement or refund at no additional cost.
In some cases, we may not require the item to be returned.

8. Refund Processing

Refunds are issued once the returned item has been received and inspected at our facility.

The refund process includes the following steps:

  1. We receive your returned package.
  2. Our team inspects the item’s condition.
  3. If approved, a refund is issued to your original payment method.

Refunds generally take 3–7 business days to appear in your account depending on your bank or payment provider.
Shipping fees are not refundable unless the return is the result of a Nemito error.

9. Partial Refunds or Denied Refunds

Nemito reserves the right to issue partial refunds or deny refunds in cases where:

  • The product is returned with missing accessories
  • The item shows signs of use
  • The packaging is damaged or not original
  • The item is returned outside the accepted timeframe
  • The product is damaged during return transit due to insufficient packaging
  • The return was sent without approval

If a refund is denied, the customer may choose to have the item shipped back at their expense.

10. Exchanges

Nemito does not offer direct product exchanges.
Customers who wish to exchange an item may:

  1. Submit a return request (if eligible)
  2. Receive a refund after approval
  3. Place a new order for the desired product

This process ensures accurate tracking and reduces processing errors.

11. Missing or Lost Return Packages

Customers are responsible for choosing a trackable shipping service for return packages.

If a return package is lost or delayed in transit:

  • Nemito cannot issue a refund
  • Customers must contact the carrier to file a claim
  • Refunds will only be issued once the returned item has arrived and been inspected

Using insured and trackable shipping options is strongly recommended.

12. Refunds for Cancelled Orders

Orders may be cancelled within 24 hours of placement.
If the cancellation request is made after the 24-hour window, the order may already be processing and cannot be cancelled.

If an order has already shipped:

  • The customer must wait for its arrival
  • Then request a return (if eligible)
  • Return shipping fees apply

Refunds for successfully cancelled orders are issued in full within 3–7 business days.

13. Returned-to-Sender Packages

Packages returned to Nemito due to:

  • Incorrect address
  • Unclaimed delivery attempts
  • Customer refusal
  • Missing apartment/suite numbers

will be processed as a standard return.

Refunds will be issued minus:

  • Original shipping fees
  • Return shipping cost charged by the carrier

If the package arrives opened or damaged, a partial refund may apply.

14. Contact Information for Returns

For all return-related questions, please contact our customer support team:

Email: [email protected]
Hours: Monday – Friday, 8 AM – 5 PM (Closed weekends)

We aim to respond as quickly as possible during business hours.

15. Policy Updates

Nemito reserves the right to update or modify this Return & Refund Policy at any time.
Changes apply to all purchases made after the policy revision date.

We encourage customers to review this page periodically to stay informed about the latest return guidelines.