1. Order Cancellation

Once an order has been successfully placed on the Nelatho website, it cannot be cancelled. Please review your cart carefully before confirming your purchase.

2. Complaints and Grievances

If you have any product-related or post-delivery complaints/grievances, please notify us within 15 days of receiving your order. To help us take appropriate action, kindly share an unboxing/package opening video. If your order arrives physically damaged, defective, or different from what you purchased, please contact us immediately with relevant details.

3. Delivery Status

For any delivery-related issues, please inform us within 7 days of receiving your delivery confirmation message from our logistics partner. We will take the necessary action based on the situation.

4. Refunds and Returns

Only defective or damaged products are eligible for return within 4 working days from the date of delivery.

• In such cases, we will arrange for a replacement.
• If you prefer a refund, the amount will be processed via GoKwik within 15 working days.

Required for processing:

• A copy of the delivery confirmation message or
• Photos/videos showing the product condition (whichever is applicable)

For complaints, grievances, refunds, or returns:

📧 Email: hello@nelatho.com

📱 WhatsApp: +91 90591 95500

5. International Shipping

• International orders typically reach customers within 7–10 days.
• Shipping charges are calculated per kilogram and shown at checkout.
• Shipments may be subject to Customs Duty, Import Duty, VAT, or other taxes applicable in the destination country. These charges are customer’s responsibility and are not included in the shipping fees.
• Nelatho is not liable for these charges under any circumstances.
• All international orders are final—no returns or exchanges are accepted. Please ensure correct products are selected before purchase.