Refund and Return Policy
Refunds & returns
Clear steps when an order is not right.
Eligible items may be requested for return within 14 calendar days after delivery. Contact Nimall before sending anything so the correct route, evidence and next step can be confirmed for your order.
The essentials
This policy applies to eligible consumer orders placed on nimall.com and does not limit mandatory rights under the law of the customer's destination country.
Within 14 calendar days
Request an eligible return within 14 calendar days after delivery.
Get return authorization
Do not send an item to an office, warehouse or dispatch address until Nimall confirms the correct return route.
The reason determines responsibility
Nimall bears reasonable return cost for an accepted issue caused by Nimall, the product or fulfilment. For an accepted change-of-mind return, the customer normally pays unless law requires otherwise.
Start a return request
Contact us
Email help@nimall.com before sending the item.
Identify the order
Include the order number and the item concerned.
Explain the reason
Describe the issue and attach clear photos for damage, error or missing parts.
Wait for instructions
Nimall will confirm the appropriate route for the order and destination market.
Which situation applies?
Defective, damaged, incorrect or incomplete
If an item is defective, materially damaged in transit, incorrect, incomplete or materially different from its description, Nimall will provide the remedy required by applicable law. This may include replacement, repair, return or refund. Report visible transit damage or an incorrect item as soon as reasonably possible and retain the packaging for verification.
Accepted eligible returns
The customer normally bears return shipping unless applicable law requires otherwise. Nimall does not charge a restocking fee. Original premium or expedited delivery charges are not refundable unless required by law or the purchased service was not provided.
Important conditions
Some items need special treatment
Where permitted by law, returns may be restricted for customized or personalized goods, perishables, rapidly deteriorating goods, opened sealed hygiene or personal-care items, and opened sealed software, audio or video products.
A defect is not excluded
A defective or misdescribed item is not excluded merely because it belongs to a restricted category.
Ask before dispatch where possible
Email help@nimall.com. Nimall will try to stop fulfilment but cannot guarantee cancellation after dispatch. Mandatory rights for non-delivery, excessive delay or non-conformity remain unaffected.
How refunds are processed
Return received or waived
The approved return is received and inspected, or Nimall confirms that a physical return is not required.
Original payment method
Nimall initiates an approved refund to the original payment method and notifies the customer.
Provider time may follow
Nimall aims to initiate other eligible refunds within 5–10 business days after approval and receipt or required verification. Bank or payment-provider processing time may be additional.
Country-specific rights
Mandatory remedies remain available
This includes qualifying defective, incomplete, damaged, misdescribed, materially delayed or otherwise non-conforming orders.
E-commerce rights remain available
This includes the statutory right to return qualifying unused goods and rights relating to excessive delivery delay.
Distance-selling rights remain available
Mandatory withdrawal and refund rights apply subject to law. Where legally permitted, the customer may bear direct change-of-mind return costs.
Need to begin?
Contact Nimall before sending goods
Email the order number, item, reason and supporting photos when relevant. Do not send a product to the registered office, a warehouse or the original dispatch address without return authorization.
Email help@nimall.com
