Refund policy

What is our company policy? We’re happy to accept returns within 14 days of delivery. If a return request is submitted after this window, we will not be able to issue a refund per our policy.

👉 If you’d like to return an item: For returns due to change of mind or other personal reasons, return shipping cost is the buyer’s responsibility. Items must be returned in clean, unused condition, with all original packaging and accessories included. Products with heavy wear or that cannot be resold in “like-new” condition may not qualify for a full refund.

⚠️ If your item is defective: Please send us clear photos or a short video showing the problem. We cannot accept written descriptions alone as proof of the defect. Once verified, we will cover your return shipping cost and issue a full refund. As an alternative, we can send you a brand-new replacement, plus a discount as a goodwill gesture.

How do I start the return process? To start your return, email us at support@nasaqelle.com with your order number and your return reason.

What if I don’t have my order number? To look up your order number, we need: A valid email address. Your full name and shipping address. You can find your order number in your account dashboard, packing slip, or order confirmation emails.

How should I package my return? Please use a cardboard box for shipping. Place a paper note with your order ID inside the package. Fill empty space with bubble wrap or packing peanuts to prevent damage during transit. Returns damaged due to inadequate packaging will not be eligible for a refund.

Our customer service team will provide you with the return address. Do NOT ship your item back before contacting us first, to avoid delays and unnecessary losses. Please note: the return address is different from the shipping label on your original package.

Address： Company: Speedpac Ltd – Liffey Supply Recipient: Dave Rogers + ZBHCX Address: 2–20 Booth Drive, Park Farm Industrial Estate, Wellingborough, Northampton, NN8 6GR ⚠️ You must contact customer service before sending back any product to get the latest valid return address. Our warehouse address is subject to change. Buyer is responsible for any lost or misdelivered packages returned without prior confirmation. Thank you for your understanding!

How long will it take to process my return? Once your package arrives at our warehouse, return processing takes roughly 5–7 business days. If approved, your refund will be issued within 48 hours after processing.

When will the refund show up in my account? For US credit cards, refunds usually appear within 2–3 business days. For international credit cards, it may take 5–7 business days or longer, depending on your bank’s processing timeline. If you have not received your refund, please email us at support@nasaqelle.com.

If I return my order for a refund, do I need to send back the free gifts included with my purchase? No, you may keep all free gifts that came with your order.

Does our company provide pre-paid return shipping labels? We do not supply return shipping labels, and we do not cover domestic or international return shipping fees except under specific circumstances.

What happens if my returned package gets lost in transit? We strongly recommend keeping your tracking number until you receive our confirmation that we’ve received and processed your return. Save a photo of the courier receipt, this helps in case your package is lost in shipment. We cannot issue refunds for items that never safely reach our warehouse. However, we can file a claim if you provide tracking proof confirming successful delivery.

Why did I receive only a partial refund? Original shipping fees for all orders are non-refundable and may be subtracted from your refund amount. Partial refunds may apply in these scenarios:

• If the return is buyer-initiated, the buyer covers return shipping costs.
• If goods arrive damaged or we shipped the wrong item due to our error, we will cover the shipping cost.

Return Reminder: Cancellations made for personal reasons are subject to a 15% cancellation fee on the total order value.

Notices: When returning a product, it must be shipped in its original box. If the original box is missing, a $15 USD replacement box fee will be charged.

You will be charged an additional $30 USD shipping fee if either of the below occurs:

• Delivery fails due to an incorrect address provided by you.
• You refuse the package or fail to pick up your shipment upon delivery.