Refund policy
REFUND POLICY
OVERVIEW This Refund Policy governs all returns, refunds and exchanges for orders placed on this website operated by Shenzhen Shenglin E-commerce Co., Ltd., trading as Nebwell. By placing an order with us, you agree to the terms outlined in this Refund Policy.
ELIGIBILITY FOR RETURNS Our return window lasts 30 calendar days from the date you receive your item. To be eligible for a return, your item must be unused, in the original packaging, and in the same condition that you received it. You will also need the receipt or proof of purchase.
Opened, used, contaminated or hygiene-sensitive medical/respiratory products are NOT eligible for return due to health and safety reasons. Products that are damaged, altered, missing parts, or returned without original packaging will not qualify for a full refund and may be subject to restocking fees or denied return.
HOW TO INITIATE A RETURN Before sending any product back, you must contact our support team at info@nebwell.com to request a return authorization (RA) number. Please include your order number and the reason for return in your email. Do NOT send items back without an RA number. Packages received without a valid RA number will be rejected and returned to sender at the customer's cost.
Return Shipping Address: SN64448 411 Cravens Rd, Ste 100 Missouri City, TX 77489 United States Tel: 8322807668
You are responsible for paying for your own return shipping cost. Return shipping fees are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
DAMAGED OR DEFECTIVE ITEMS Please inspect your order upon reception. If you receive a damaged, defective, or incorrect item, please email us within 7 calendar days of delivery at info@nebwell.com and attach clear photos or videos showing the issue, packaging and shipping label. We will review the evidence and decide on a remedy such as replacement, partial or full refund. In such cases, we will cover the relevant shipping cost as agreed.
NON-REFUNDABLE ITEMS The following items cannot be returned or refunded:
- Used, opened or contaminated respiratory/medical hygiene products.
- Customized or personalized products.
- Hazardous materials, flammable liquids, or gases.
- Gift cards.
- Products marked as final sale.
EXCHANGES The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We only replace items directly if they are defective or damaged.
CANCELLATION Orders can be cancelled only before they are shipped from our Texas warehouse. Once the order has been dispatched, it cannot be cancelled and must follow our return procedure.
REFUNDS After we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed and automatically applied to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at info@nebwell.com.
PARTIAL REFUNDS Partial refunds may be granted in limited circumstances: items not in original condition, items returned more than 30 days after delivery, or products with missing accessories.
CHANGES TO THIS POLICY We reserve the right to modify this Refund Policy at any time. Changes will take effect once posted on our website. Continued use of our site after updates constitutes acceptance of the revised policy.
CONTACT US Questions regarding our Refund Policy can be sent to info@nebwell.com.
Disclaimer: Non-Medical Products All products sold on this website are replacement accessories for personal home use only. They are not medical devices, and are not intended to diagnose, treat, cure, or prevent any disease or medical condition. Always consult a qualified healthcare provider for medical advice and guidance.