Nele is a marketplace: each sale is between the buyer and the seller. This policy explains how returns and refunds work and how Nele helps when something goes wrong.
1. Before you pay
Most orders on Nele are paid in cash on delivery. Check the item when it arrives, before you pay. If it is not what was described, you can refuse it.
2. Returns
- Returns are agreed between the buyer and the seller. Shops may have their own return policy shown on their page or in chat.
- If an item is clearly different from its listing (wrong item, wrong size, damaged, or fake), the seller should accept the return and give the money back.
- Return items in the condition you received them, as soon as possible and within 3 days of delivery.
3. If there is a problem with an order
Open the order in the app and use "Report a problem" to tell us what happened. Our team will look at the order, the listing and the chat, and contact both sides to help reach a fair solution. We may remove listings or restrict accounts that sell misleading or fake items.
4. Promotions and fees
Fees paid to Nele, such as listing promotions or seller fees, are not refundable once the service has started, unless the law requires it or we made a mistake.
5. Contact
Need help with an order? Contact us through neleapp.com/support.