How do returns work in Tienda Nelo?
You can request a return for a Tienda Nelo product from your app, with a maximum of two attempts per order. For it to be approved, the item must match your order, the photos must be clear, the request must be within the deadline and the product must belong to a returnable category.
Common rejection reasons
- The item shown does not match the one being returned.
- The photos are blurry or too dark.
- The return deadline has passed.
- The item belongs to a non-returnable category.
Products that cannot be returned
- Hazardous materials.
- Health and personal care products.
- Underwear or intimate items.
- Food and grocery items.
How many attempts do I get?
You can make up to two return attempts per Tienda Nelo order. If your second attempt fails, you can no longer return the product.
What about my refund?
When a return is approved, the refund is applied to your credit: if it is still active, it goes toward your outstanding balance; if you had already paid it off, it may appear as a credit balance. Full details are in the Terms and Conditions at nelo.mx/es/legal/terms.
