Refund policy
Return Policy
Return Period
At Nylo, you have 30 calendar days from the date you receive your order to request a return.
This return period voluntarily extends the 14-day right of withdrawal provided under European Union consumer protection laws.
Return Eligibility
To be eligible for a return, all of the following conditions must be met:
- The product must be unused, unopened, and in its original condition.
- It must be returned with its security seal, labels, and original packaging intact.
- The product must not show any signs of use, damage, or alteration.
- Proof of purchase is required.
How to Request a Return
Before returning any item, you must contact us by email at:
Please include the following information:
- Your order number.
- The product(s) you wish to return.
- The reason for the return.
Once your request has been approved, we will provide you with instructions for returning your item.
Please note: Returns sent without prior authorization will not be accepted.
Damaged, Defective, or Incorrect Items
We recommend inspecting your order as soon as it arrives.
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible at:
We will evaluate the issue and provide an appropriate solution, which may include:
- Sending a replacement product.
- Issuing a full refund.
- Offering another appropriate resolution, where applicable.
In these cases, Nylo will cover all return shipping costs as well as the shipping costs for the replacement item.
Non-Returnable Items
For hygiene and safety reasons, and in accordance with applicable laws, we do not accept returns for:
- Opened cosmetic, makeup, or personal care products, or products with a broken security seal.
- Customized or made-to-order products.
- Products purchased on sale or during promotional events (unless they are defective).
- Gift cards.
- Any product that cannot be returned once opened due to health or hygiene reasons.
If you are unsure whether a product is eligible for return, we recommend contacting us before placing your order.
Exchanges
We do not currently offer direct product exchanges.
If you would like a different product, you must:
- Request a return for the original item (provided it meets the return requirements).
- Place a new order for the product you wish to purchase.
Right of Withdrawal (European Union)
If your order was placed within the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing any reason.
This right is included within our general 30-day return policy.
However, the right of withdrawal does not apply to the excluded products listed above, including opened cosmetic products or products with the security seal removed.
Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or denied.
If your refund is approved:
- The refund will be issued using the same payment method used for the original purchase.
- Refunds will be processed within 10 business days after approval.
Please note that your bank or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not yet received it, please contact us at:
Return Shipping Costs
Customers are responsible for return shipping costs, except when:
- The product is defective.
- You received the wrong item.
- The error was caused by Nylo.
In any of these situations, Nylo will cover both the return shipping costs and the shipping costs for the replacement product.
Website: bynylo.com
Contact Email: infonylostore@gmail.com