Returns and Exchanges Policy

At Nilzin, we want you to be completely happy with your purchase. If something doesn't go as expected, we accept exchanges and returns under the guidelines below.

Right of withdrawal (14 days)

• You may withdraw from your purchase within 14 calendar days of receiving the product, in line with EU consumer protection rules.
• The product must be returned unused, undamaged and in its original packaging.
• The refund is issued after the return has been posted, to the same payment method used for the purchase.
• We do not issue refunds without the product being returned.
• Return shipping costs for change-of-mind returns are paid by the customer.

Defective or damaged product

• If the product arrives defective, damaged or different from what you ordered, contact us within 14 days of receipt with photos of the product and the packaging.
• In these cases, the exchange or reshipment is on us, at no cost to you.

Exchange due to wrong model or colour selected

• The phone model and the case colour are selected by the customer at the time of purchase and appear in the order summary and in the confirmation e-mail.
• Realised you picked the wrong model? Reply to the confirmation e-mail within 24 hours of your purchase and we will correct it free of charge.
• Once the order has shipped, orders with a model or colour selected incorrectly by the customer are not considered a shipping error.
• In these cases, within 14 calendar days of receipt, you can: (a) return the unused product in its original packaging and receive a refund after the return; or (b) keep the case you received and buy the case for the correct model at a special discount, with no need to return anything. Contact our customer service to receive the offer.
• After 14 days from receipt, we do not offer exchanges or refunds for an incorrectly selected model or colour.

Incorrect address or uncollected parcel

• Orders not delivered because of an incorrect/incomplete address provided by the customer, or not collected from the carrier's pickup point within the holding period, follow the rules of our Shipping Policy.

How to request a return or exchange

• Contact us through our contact page or at contact@nilzin.com with your order number, the reason and, where applicable, photos of the product and the packaging.
• Our team will reply with the return instructions or with the exchange offer.