At Nelou (operated by BRAHAM PTY LTD, ABN: 32053575750, ACN: 053575750), your satisfaction is our priority. We design and deliver high-quality vacuum insulated tumblers and travel cups to our customers in Singapore. All transactions on our store are securely processed in United States Dollars (USD).

We offer a transparent 30-day free return and refund policy for both defective and non-defective products. We do not charge any restocking fees, and we provide free return shipping labels.

1. Return Window

You have exactly 30 days from the date you receive your physical product to request a return. Return requests initiated after this 30-day window cannot be accepted, except where required by applicable national consumer protection laws.

2. Product Condition Requirements

To ensure a fair and smooth return process, returned items must meet our condition standards:

• Acceptable Condition: We accept returns for New & Unused products only.
• Completeness: The item must be returned with its original packaging, clean stainless-steel interior, intact powder coat/surface finish, complete lids (including sip-spout covers, press lids, or snap-close tabs), tags, manuals, and accessories.
• No Beverage Residue: Items showing coffee/tea stains, watermarks, beverage odors, cup-holder scratches, drop dents, dishwasher damage, or missing components will not qualify for a refund unless they arrived with a verified transit defect.
• Proof of Purchase: A valid receipt, invoice, or order number is strictly required.

3. Return Shipping & Fees

4. Return Process & Return Address

We make the return process simple and convenient. A free return shipping label is already included in your package.

Please follow these steps to return your order:

1. Initiate via Email: Contact us at support@nelou.shop with your order number, checkout email address, item name, and the reason for your request. If the product is defective or damaged upon delivery, please attach clear photos or videos showing the issue.
2. Pack Safely: Place the unused vacuum tumbler or travel cup securely back into its original packaging with all included parts.
3. Affix Label & Mail: Stick the prepaid return shipping label (included in your original package) onto the box. Send the package by mail to our designated Australian processing center:

Nelou Returns (BRAHAM PTY LTD)
L 1 50 BRIDGE RD
RICHMOND, VIC 3121
Australia

5. Refund Processing Time

Once we receive and inspect your returned product, we will send you an email notifying you of the approval or rejection of your refund based on its condition.

• If approved, the refund is initiated automatically.
• Your refund will be returned to your original payment method (in USD) within 10 business days.
• Please note that additional processing days may occur depending on your bank or credit card issuer.

6. Exchanges and Cancellations

• Exchanges: We accept exchanges if the requested replacement item is currently in stock. If unavailable, a standard refund will be processed instead.
• Cancellations: You may request a cancellation before the order is processed or shipped. Once dispatched, the order cannot be canceled, but you can utilize our free 30-day return shipping policy once you receive it.