We want you to be delighted with your Nslwood products, but we get that sometimes it doesn’t work out. For any reason, if you are not satisfied with your purchase, you can return it, we support no-questions-asked returns within 30 days.
Return address
Address: 25 Ellsberry Lane, Willsboro, New York, 12996
TEL: +(1)(518) 310-9912
Email: info@nslwood.com
If you need to return an item, please contact Nslwood Customer Service first to confirm the reason and need for the return, and then send the item back to the Nslwood after-sales service center in the original packaging. No returns will be processed without prior communication.
Return charges
If there is breakage, or missing parts when the goods are received, buyers can submit unpacking videos and pictures to verify the above issues, and after verification, they can directly refund or resend the goods, and the buyer is not responsible for shipping costs.
However, if it is returned for personal reasons, such as selecting the wrong color or quantity when purchasing, buyers need to bear the freight. We won’t charge you the restocking fee unless the tag is removed from the merchandise, a 2% restocking fee will be applied to the refund or exchange.
Faulty items
We sincerely apologize if you have experienced any fault with your Nslwood goods.
We take the utmost care to ensure that your order arrives in good condition, however, please Contact Us immediately in the event that your order arrives damaged. Failure by the customer to make any claim against Nslwood within 3 working days from the delivery date will constitute acceptance of the goods and the customer will waive the right to make claims of any damages, errors, or shortages.
What can I return?
Decisions take time – and we’re happy to accept returns if you’ve changed your mind.
You may return most purchases made on our e-shop within 30 days of purchase. However, we can’t accept returns on customized items – unless they were received faulty – as we’ve customized these pieces, especially for you. Please also note that clearance items, parts, and special orders are final sales and cannot be returned.
How to cancel an order / start a return?
Order cancellation is supported within 30 minutes of placing the order and not after 30 minutes (processed orders cannot be retrieved from the parcel pile), our cancellation handling time is 1 working day, and a refund will be arranged within 1 working day after a successful cancellation.
For refunds due to customer subjective factors, the customer will be required to send back the goods after receiving them. We will arrange refunds within 1 to 2 working days after receiving the goods and confirming that they are correct, shipping costs will be borne by the customer and we do not support express delivery.
When will the refund amount arrive?
It is usually 1-3 working days, depending on the processing speed of the third-party payment system, the exact time of refund depends on your payment method, so please be patient and do not rush. If it is overdue you can contact Nslwood Customer Service and we will help you to enquire about the processing.
Return requirements
The returned trays, clips, boxes, and floor hangers must be unused, unprocessed, and labeled, and the goods must be intact and free of pollution.
We reserve the right not to accept any return if the outer packaging, accessories, and instructions of the goods are incomplete, or the invoice is missing or altered. Or as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
Clearance goods, final sales goods, and flash purchase goods do not meet the conditions for return and refund, except for goods with quality problems.
Goods must meet our return criteria to be eligible for return.
If you purchase with a discount coupon, coupons will only be returned within the validity period. Please use your coupon carefully.
Please note that any products that are not sold by Nslwood, will not be returned or exchanged.
The products you return must be in the original packaging, in perfect condition, in a resale state, with all protective materials in place and the tags attached to them (if applicable).
Return attention
Proof of purchase is required for exchanges, credits, or refunds on eligible items, plus the amount of tax paid according to applicable state law. For your convenience, we will accept the following as proof of purchase: original paper receipt, gift receipt, e-receipt, original packing slip, gift packing slip, and order number.
Fill in the after-sale card truthfully (such as name, address, contact information, order number, and the reason for return and exchange, etc.), and please send back the original shipping details (if not completed will affect the efficiency of return, or even can not enjoy the return service).
The tracking number is required to complete the return. This will help us track your return status and process. Please note that the tracking number provided must be traceable.
Goods returned due to your subjective factors must be returned as they are. We do not accept returned items that are worn, soiled, or altered in any way. They must be in the original state when returned.
Attach the below information in the Email when you contact us and request a return: (1)Evidence pictures and video to show faulty items. (2)The whole pictures of packages. (3)Elaborate on your request and the specific issue that best explains your reason for returning.
Refunds will be reimbursed to your original account — American Express, VISA, Master Card, or JCB. (Exact timing based on platform).
