Refund policy

 

At NALROMA, we are committed to delivering high-quality products and a positive experience for every customer. We understand that there may be occasions where you need to return an item or request a refund, and we aim to make this process as clear and straightforward as possible. This policy outlines how and when refunds may apply, in line with your rights under UK consumer law.

Please note that certain items may not be eligible for return due to hygiene reasons. Refund eligibility and timeframes may vary depending on the product.

ELIGIBILITY
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging (unless faulty). Due to hygiene, opened adhesives cannot be returned unless faulty. You’ll also need the receipt or proof of purchase. Refunds apply only to products purchased directly from NALROMA.

DAMAGE & ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Reporting timeframes are as follows: 

  • Damaged or Faulty Items: Please contact us within 7 days of receiving your order so we can resolve this for you. You’ll also need the receipt or proof of purchase. Please note that adhesives must be inspected on arrival and be reported within 48 hours if faulty. 
  • Missing or Incorrect Items: Let us know within 48 hours of delivery, including your picking list/receipt, so we can investigate and put things right.
  • Change of Mind: If you wish to return an item, please notify us within 14 days of delivery and ensure it is sent back within a further 14 days. You’ll also need the receipt or proof of purchase.

RETURNS & REFUNDS
To start a return, please contact us at hello@nalroma.com.  We will guide you through the next steps.

Once your return has been received and inspected, we will notify you to confirm whether your refund has been approved. If approved, the refund will be issued to your original payment method within 5–10 working days. Please note that it may take additional time for your bank or card provider to process the refund.

If more than 15 working days have passed since your return was approved and you have not received your refund, please contact us at hello@nalroma.com. 

Please note:

  • Delivery charges are non-refundable unless the item is faulty
  • Return postage costs are the responsibility of the customer unless the item is faulty
  • A restocking fee of up to 10% may apply to non-faulty returns

·        Exchanges
We do not offer exchanges. If you would like a different item, please place a new order once your return has been processed.

Undeliverable Parcels
If your parcel is returned to us as undeliverable, a fee of £3.99 will be deducted from your refund.

Promotional Bundles
If returning part of a discounted bundle, your refund will be adjusted to reflect the full (non-discounted) price of any items you keep.


You can always contact us for any return question at hello@nalroma.com