Return and Refund Policy

Last Updated: June 15, 2026

At NewNainel, we want every customer to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return, refund, or replacement in accordance with the terms outlined below.

30-Day Return Policy

We accept return requests within 30 calendar days from the date your order is delivered.

To qualify for a return, the item must:

Be in its original condition.
Be unused and unwashed.
Be free from stains, odors, pet hair, or visible signs of use.
Include all original packaging, tags, inserts, and accessories whenever possible.
Not be altered, repaired, or modified after delivery.

Products returned in a condition that prevents resale may not qualify for a refund.

Eligible Return Reasons

You may request a return, refund, or replacement if:

The product arrived damaged during transit.
The item has a manufacturing defect.
You received the wrong item.
The product received is materially different from the item ordered.
You changed your mind and wish to return the item within the eligible return period.
You ordered the wrong product by mistake.

All requests are reviewed individually to ensure a fair and reasonable resolution.

Return Shipping Costs

Returns Due to Product Issues

If the return is caused by a manufacturing defect, shipping damage, or an order fulfillment error made by NewNainel, we will cover the return shipping cost.

Depending on the situation, we may provide a prepaid return shipping label, arrange a replacement shipment, or offer another appropriate solution.

Customer Preference Returns

If the product arrives as ordered and is free from defects, but you decide to return it for personal reasons, including ordering the wrong item or changing your mind, you will be responsible for the return shipping cost.

For orders that did not qualify for free shipping (total order value below $35), the original shipping fee of $6.99 will be deducted from your refund if it has already been incurred by NewNainel.

No Restocking Fees

NewNainel does not charge:

Restocking fees
Return handling fees
Return processing fees
Administrative return fees

Non-Returnable Items and Situations

To maintain product quality and hygiene standards, NewNainel may not accept returns in the following situations:

Pillow covers that have been installed, used, washed, ironed, or kept on pillows, sofas, beds, or furniture for an extended period after delivery.
Throw pillows or plush pillows that have been used for sleeping, cuddling, decorative display, or other household use and can no longer be resold as new.
Products containing pet hair, stains, odors, makeup residue, smoke, perfume, food spills, or other signs of personal or household use.
Pillow covers or pillows that have been damaged, torn, stretched, faded, compressed, or altered after delivery.
Products that have been machine washed, dry cleaned, bleached, or treated with detergents or chemicals after receipt.
Items damaged by pets, sharp objects, excessive moisture, improper storage, or environmental exposure after delivery.
Products returned without original packaging, tags, labels, inserts, or components required for inspection.
Products returned in a condition that prevents them from being resold as new.
Return requests submitted more than 30 calendar days after delivery.
Products that are prohibited from return under applicable laws or regulations.

The above restrictions do not apply to products that arrive damaged, defective, or incorrectly shipped by NewNainel.

NewNainel currently does not offer customized or made-to-order products.

How to Request a Return

Before returning any item, please contact our customer support team for approval.

Please include the following information in your request:

Order number
Name used for the order
Reason for the return
Photos of the product if it is damaged, defective, or incorrect

Return requests can be submitted via email.

Once your request is reviewed, we will provide detailed return instructions.

Return Address

Approved returns should be sent to the following return address:

International warehouse address：Clarion Industrial Warehouse, Section 1, 200 Grand Ave, Clarion, PA 16214

Please contact our customer support team before returning any item. Returns sent without prior authorization may experience delays in processing.

Return Inspection

After your returned package is received, our team will inspect the item to verify eligibility.

Most inspections are completed within 3-5 business days after the returned package arrives at our return facility.

Refund Processing

Once your return has been approved, the refund will be issued to the original payment method used for the purchase.

Refunds are typically processed within 3-5 business days after approval. Depending on your bank or payment provider, additional processing time may be required before the funds appear in your account.

Exchanges and Replacements

If you receive a damaged, defective, or incorrect product, you may request a replacement instead of a refund.

Replacement requests are subject to product availability. If the original product is unavailable, NewNainel will work with you to provide an appropriate alternative solution.

Order Cancellation

Orders may be canceled before they are processed or shipped.

Once an order has entered fulfillment or has been dispatched, cancellation may no longer be possible. In such cases, customers may request a return after delivery in accordance with this policy.