Refund policy
Refund & Return Policy
At Niluma, we take pride in offering carefully curated niche fragrances.
If something isn’t right, we’re here to help — with clarity, fairness, and transparency.
Returns
We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, the item must be:
- Unused and unopened
- In the same condition in which it was received
- In its original packaging
- Accompanied by proof of purchase (receipt or order confirmation).
Due to the nature of fragrances and personal care products, items that have been opened or used cannot be returned, unless the product is defective or damaged upon arrival.
How to Start a Return
To initiate a return, please contact us at:
info@niluma.eu
Once your return request is approved, we will provide you with detailed instructions on how and where to send your return.
Returns sent without prior approval will not be accepted.
Return Address:
Devonská 9, 152 00 Praha 5-Barrandov. Prague, Czech Republic
Damaged or Incorrect Items
Please inspect your order upon delivery.
If you receive an item that is damaged, defective, or incorrect, contact us within 48 hours of delivery at info@niluma.eu, including photos of the issue.
If the issue is confirmed, we will arrange a replacement or refund at no additional cost to you.
Non-Returnable Items
For hygiene and safety reasons, the following items are non-returnable:
- Opened or used fragrances
- Sale or discounted items
- Gift cards
If you are unsure whether your item qualifies for return, please contact us before opening the product.
Return Shipping Costs
- Customers are responsible for return shipping costs for standard returns.
- If the return is due to a damaged, defective, or incorrect item, Niluma will cover the return shipping cost.
Exchanges
We do not offer direct exchanges.
The fastest way to receive a different item is to return the original product (if eligible), and place a new order once the return is approved.
European Union – Right of Withdrawal (14 Days)
If your order is shipped within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To qualify for withdrawal:
- The product must be unused and unopened
- In its original packaging
- With proof of purchase
Opened fragrances are excluded from the right of withdrawal for hygiene reasons, in accordance with EU consumer protection regulations.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
info@niluma.eu
Contact
For any questions regarding returns or refunds, feel free to contact us at:
info@niluma.eu