Return & Refund Policy

The Customer is eligible for a refund if a cancellation request is submitted within five (5) working days from the date of receipt of the parcel and is approved by Nissel. Upon approval of the cancellation and receipt of the product in its original, unused condition, Nissel will process the refund within thirty (30) working days. The refund will be issued to the original payment method used for the purchase.

1. Eligibility of Refunds

Receipt of Incorrect Product
If the customer receives a product that does not match the order, a refund may be issued. The product must be returned in its original packaging and in unused, uninstalled condition.
Lost or Undelivered Parcel
If a parcel is lost or undelivered, a refund will be issued upon confirmation of delivery status from the delivery partner.

2. Non-Refundable Situations

Nissel reserves the right to deny returns or refunds under the following circumstances:

Force Majeure: Events beyond Nissel’s control, including but not limited to acts of God, natural disasters, wars, or other unforeseen circumstances.
Taste or Odor Variations: Minor variations in taste, odor, or appearance that do not impact the product’s intended performance or efficacy.
Damage Caused by External Factors: Damage resulting from exposure to pets, animals, pests, or insects.
Environmental Damage: Defects arising from exposure to chemical substances, oil mist, excessive heat, dust, or corrosive environments.
Improper Storage: Damage or spoilage due to failure to follow proper storage guidelines or improper handling of the product.

3. Requesting a Refund And Required Information

To initiate a cancellation or refund request, the Customer must first contact Nissel’s Customer Support at +6012-6843988 within five (5) working days from the date of receipt of the parcel to proceed with further processing.

When contacting Nissel’s Customer Support, the Customer must provide the following information and supporting documents to facilitate the refund request:

Order Number
Reason for Cancellation
Clear photographs of the product packaging
Name, bank account number, and bank statement (for online payments only)

3. Cancellations

Even after an order has been confirmed and payment processed, Nissel reserves the right to cancel any order at its discretion. This includes, but is not limited to, situations where the product becomes unavailable after the order has been confirmed. In such cases, the customer will be notified via email, and a full refund will be issued to the original payment method.

4. Condition of Returned Products and Multiple Product Returns

Returned products must be in their original, unused condition. Nissel reserves the right to reject any returns that do not meet these criteria. If an invoice includes multiple items, all products must be returned together; partial returns are not accepted.

5. Policy Compliance

Nissel reserves the right to reject any cancellation or refund request that does not comply with the conditions outlined in this policy, or for any other reason deemed appropriate by Nissel.