Return & Refund Policy
Last Updated: 20 October 2026
At NELLE, customer satisfaction and product quality are important to us. We take care in preparing every order and aim to ensure that your products arrive in good condition.
1. Return Eligibility
Due to hygiene and safety considerations, cosmetics, makeup and fragrance products are generally not eligible for change-of-mind returns once opened or used.
For discretionary returns, items must be:
- Unused and unopened.
- In their original packaging.
- Accompanied by proof of purchase.
- Returned with all original accessories or promotional items where applicable.
Discretionary returns are subject to NELLE’s approval.
2. Damaged, Defective or Incorrect Products
If you receive a damaged, defective or incorrect product, please contact our customer support team as soon as possible, preferably within 7 days of receiving your order.
Provide the following information:
- Order number.
- Name and contact details.
- Clear photos or videos showing the issue.
- A brief description of the problem.
Our team will review your request and advise on the appropriate resolution.
The suggested 7-day reporting period does not limit any rights or remedies available under Malaysian consumer protection laws.
3. Non-Returnable Items
The following items are generally not accepted for discretionary returns:
- Opened or used cosmetics and fragrances.
- Items with damaged or missing original packaging.
- Products purchased in the wrong colour, shade or fragrance due to customer preference.
- Items damaged through improper handling, storage or misuse.
These restrictions do not apply where customers are entitled to remedies for defective, unsafe, incorrectly supplied or otherwise non-compliant products under applicable law.
4. Return Procedure
To request a return:
- Contact NELLE through our official customer support channel.
- Provide your order details and supporting evidence.
- Our team will review your request.
- If a physical return is required, return instructions will be provided.
- Once the item has been assessed, we will confirm the available resolution.
Please do not send products back without obtaining return instructions.
5. Refunds & Replacements
Where a claim is accepted, NELLE will provide an appropriate remedy, which may include replacement, repair where appropriate, or refund, according to the circumstances and applicable law.
Approved refunds will ordinarily be processed through the original payment method where supported.
Refund processing timeframe: 7 working days, excluding additional processing time imposed by banks or payment providers.
6. Return Shipping Costs
- For verified defective, damaged or incorrect products, NELLE will bear reasonable necessary return shipping costs where required by law.
- For approved change-of-mind returns, return shipping costs may be borne by the customer, subject to the terms communicated during approval.
7. Order Cancellations
Once an order has been placed, it cannot be cancelled by the customer. Please check your items, quantities and delivery address carefully before you pay.
This does not affect your rights if you receive a damaged, defective or incorrect product (see section 2), or any rights you have under applicable law.
8. Consumer Rights
Nothing in this policy excludes or restricts customers’ rights under the Malaysian Consumer Protection Act 1999 or other applicable laws.
9. Contact Us
For return or refund assistance:
Phone: +6019 907 9220
NELLE by EL TIARA VENTURES
Website: https://nelle.my
Contact: https://nelle.my/contact-us/