Refund policy

1. Return Eligibility (30 Days)

We offer a 30-day return policy starting from the date your order is delivered.

To be eligible for a return:

  • Item must be unused, unworn, and in original condition
  • Original packaging and tags must be included
  • Proof of purchase is required

2. How to Request a Return

To initiate a return, contact us at:

📧 info@nguillabrands.com

Please include:

  • Order number
  • Reason for return
  • Photos (if item is damaged or incorrect)

If your return is approved:

  • We will provide return instructions
  • The return address will be shared after confirmation

📌 Returns sent without prior approval will not be accepted.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with photos.
We will arrange a replacement or full refund at no additional cost.

4. Non-Returnable Items

The following items are non-returnable, except if defective or incorrect:

  • Perishable goods
  • Custom or personalized items
  • Items that have been used, installed, or assembled
  • Hazardous or flammable materials
  • Gift cards
  • Clearance or final sale items

If you are unsure whether an item qualifies, please contact us before purchasing.

5. Exchanges

We do not offer direct exchanges.

To receive a different item:

  1. Request and complete an eligible return
  2. Place a new order after return approval

6. Refunds

Once your return is received and inspected:

  • You will be notified by email
  • Approved refunds are issued to the original payment method
  • Processing time: 5–10 business days

Banks or card issuers may take additional time to post the refund.

If 15 business days have passed since approval, contact us at info@nguillabrands.com.

7. Shipping Costs

  • Original shipping fees are non-refundable
  • Return shipping costs are the customer’s responsibility
  • We cover return shipping for damaged or incorrect items

8. European Union (14-Day Cooling-Off Period)

For orders shipped to the European Union, customers may cancel or return their order within 14 days of delivery, for any reason.

Conditions:

  • Item must be unused and in original packaging
  • Proof of purchase required

9. Legal & Platform Compliance

This policy complies with:

  • U.S. Federal Trade Commission (FTC) regulations
  • Washington State consumer protection laws
  • Shopify, Google Merchant, Meta (Facebook & Instagram), TikTok, Amazon, and eBay requirements

10. Contact Us

📧 info@nguillabrands.com
🕒 Response time: 1–2 business days