Delivery & Return Policy

This delivery and return policy (“Policy”) apply to all orders placed by you through https://shop.asknebula.com/, mobile applications or our email communications (the “Nebula”, “Company” or “we”) in connection with the online sale and delivery of souvenirs, bijouterie, stones, candles, aromatic, wellness products and other accessories, tea, and food supplements (collectively, the “Products”), but excluding digital products and services, which are expressly addressed in the Terms and Conditions of Use. ORDERING AND DELIVERY OF PRODUCTS IS ONLY AVAILABLE FOR CUSTOMERS FROM THE UNITED STATES OF AMERICA. This Policy applies only to customers from the United States of America. 

By placing any order for Products through Nebula, you are agreeing to be bound by the Terms and Conditions of Use and this Policy, which is the part of the Terms and Conditions of Use.

1. PURCHASE OF THE PRODUCTS

1.1. The Company may refuse or cancel any order for a Product at its sole discretion, even after receiving your order. We may also require additional information prior to accepting or processing your order.

1.2. Acceptance of your order and the completion of the contract between us will occur upon our dispatch to you of the products ordered, unless we have notified you that we do not accept your order or you have cancelled it.

1.3. If you wish to make a transaction through Nebula, you may be asked to supply certain relevant information, such as your payment and delivery information.

1.4. The Company makes reasonable efforts to accurately display the attributes of products, including the applicable colours, however the actual colours you see will depend on your computer system, and we cannot guarantee that your computer will accurately display such colours. 

2. DELIVERY

2.1. The estimated delivery time stated on the website is calculated from the shipping confirmation and not from the time when you placed the order. Please note that this is only an estimate and the actual delivery of your order can be affected by many events beyond our control, and you agree we are not liable for late deliveries.

2.2. Please make sure your shipping information is accurate before submitting your order. If you notice an error, contact our support team immediately. Once a package is in transit, we are unable to reroute it. The Company is not responsible for undeliverable packages due to incorrect addresses if the address was incorrectly inputted by the customer during checkout or the post office/courier not being contacted when you have received a notice of non-delivery. We are not responsible for packages that have been signed as delivered but cannot be located.  Please contact your local post office. 

 

3. RETURNS AND REFUNDS

3.1. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

3.2. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

3.3. TO RETURN YOUR PRODUCT, YOU SHOULD MAIL IT TO: shop.support@asknebula.com.

3.4. If your return fails to meet any of the above conditions, we may, in our discretion, refuse to accept it.

3.5. YOU WILL BE RESPONSIBLE FOR PAYING FOR YOUR OWN SHIPPING COSTS FOR RETURNING YOUR ITEM. SHIPPING COSTS ARE NON-REFUNDABLE. If you receive a refund, the cost of return shipping may be deducted from your refund.

3.6. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take up to 30 calendar days for your bank or credit card company to process and post the refund.

3.7. If you return the Product, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.