Refund policy

Returns and Refund Policy
At Nelsmann (operated by LMB Import), we want you to be fully satisfied with your purchases. If you are not, we apply a return policy in line with European regulations.

Right of withdrawal (14 days)
In accordance with European law, you have a withdrawal period of 14 days after receiving your order to inform us that you wish to return an item, without having to give a reason.

Conditions for a return to be accepted:

  • The item must be in the same condition as when you received it: new, unused, not connected or installed.
  • The item must be in its complete original packaging, with all its accessories and tags.
  • You must provide proof of purchase or your order number.

Return procedure:

  1. Before sending anything back, you must contact our customer service by email at contact@nelsmann.com or by phone at +33 6 26 12 57 43.
  2. Once your request is approved, we will send you the return instructions.
  3. Parcels must be shipped to our head office / warehouse address:
    LMB Import - Nelsmann
    2 ruelle du Marais
    95270 Viarmes, France

Return costs:
Shipping costs for returning your item remain the customer’s responsibility and are non-refundable, except in the event of an error on our part or a defective product upon receipt.

Damages, defects and errors:
Please inspect your order as soon as you receive it. If your product is damaged during transport, defective, or if you received the wrong item, contact us immediately at contact@nelsmann.com with photos of the problem so that we can exchange the product at no cost to you.

Exceptions and non-returnable items:
Certain types of items cannot be returned:

  • Customized or made-to-measure products.
  • Items that have already been installed, fixed or connected to the water/electricity supply.
  • Gift cards.

Refunds:
Once your return has been received and inspected at our warehouse, we will notify you by email whether your refund has been approved or rejected.
If the return is approved:

  • The refund will be made automatically to your original payment method within a maximum of 14 days from receipt of your item.
  • Depending on your bank, a few additional days of processing may be needed for the credit to appear on your account.

If you have not received your refund 14 days after your return was approved, contact us at contact@nelsmann.com.