Refund policy

How our returns work

We want every Niloo delivery to feel like it belongs in your home. Returns are here for peace of mind if something isn’t quite right but our greatest success is when you never feel the need to use them.

Phase 1 – Quick Check

The first step is simply checking if your item qualifies. If it does, you can start your return process right away, no hidden hoops, no confusion. This quick check keeps the process smooth for you and ensures everything flows the way it should.

Phase 2 – Approval & Next Steps

Once your request reaches us, our team reviews it with care. We then send simple, personalized instructions straight to your inbox with the nearest warehouse address and any labels you need. Our goal is to guide you gently, with the same thoughtfulness we put into every Niloo experience, because parents already have plenty on their plates.

Phase 3 – Return & Refund

When your package arrives, we handle it with the same care we give to curating safe, meaningful products. If it meets our return standards, we process refunds within two business days or ship your replacement quickly. And if something doesn’t align, we don’t just say “no”, we reach out to find a fair solution together. Every step is designed to feel reassuring, not stressful.

1. What’s Eligible for Return

Return window: You may return items within 30 days of delivery.
Condition required: Products should be unused and in original packaging unless defective. Please keep your receipt or proof of purchase so we can assist you quickly.
Non-returnable items: Sale items and gift cards are final sale.
Restocking fee: A small $1 restocking fee may apply for non-defective returns. (will be deducted from original order amount)

Niloo products are curated to be safe, durable, and age-appropriate. These guidelines help us keep the process smooth and consistent for every family.

2. How to Request Your Return

Online: Submit a return request through your Niloo account.
Email: Reach us anytime at returns@niloo.store with your order number, reason for return, and item condition.
Important: Please request a return first. items sent back without approval can’t be accepted.

Once approved, you’ll receive a Return Authorization Number (RAN) along with clear instructions for sending your item back.

3. Sending Your Return

We cover return shipping on approved returns unless otherwise noted.
Customers share the tracking number once the item is shipped.
If items are damaged, used beyond policy, or not approved, shipping may be the customer’s responsibility.

4. When We Receive Your Return

Every return is handled with care upon arrival:

Approved items: Refunds or replacements are processed right away.
Outside policy: If standards aren’t met, we’ll reach out to discuss fair alternatives, such as a partial refund or other resolution.

5. Refunds & Exchanges

Refunds: Issued within one (1) business day after inspection. Depending on the situation, you may receive a full refund, store credit, or a replacement.
Exchanges: The fastest way to get what you want is to return the item you have. Once accepted, you can place a new order for the product you’d like.

6. Questions or Support

Questions? We’re here to help at support@niloo.store. Our goal is to keep the process clear, fair, and reassuring.

EU cooling-off period: Customers in the European Union have the right to cancel or return an order within 14 days for any reason. Items must be in the same condition as received, unused, with tags, in original packaging and accompanied by proof of purchase.

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