Refund policy
Returns & Refunds Policy
At Nomi Official, customer satisfaction and hygiene standards are extremely important to us. If you are not fully satisfied with your purchase, please review our returns policy below.
Returns
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be unused, unopened, and in the same condition you received it
- Be in its original sealed packaging
- Include proof of purchase or receipt
To request a return, please contact us at:
Returns should be sent to:
Nomi Official
1 Allied Business Centre
Coldharbour Lane
Harpenden
England
AL5 4UT
If your return is approved, we will provide instructions on how to return your item. Please do not send products back without contacting us first, as unauthorised returns will not be accepted.
Hygiene & Non-Returnable Items
Due to hygiene, health, and safety reasons, we cannot accept returns or exchanges on:
- Opened or used intimate products
- Products with broken seals or damaged packaging
- Lubricants, personal care products, or consumables
- Custom or personalised items
- Sale items
- Gift cards
If your item arrives damaged, defective, or incorrect, please contact us immediately so we can make it right.
Damaged, Faulty, or Incorrect Orders
Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery at:
Include your order number and clear photos of the issue so we can resolve it as quickly as possible.
Exchanges
For hygiene reasons, we do not offer direct exchanges on intimate products. If your item qualifies for return approval, you may place a new order separately once your return has been processed.
European Union 14-Day Cooling-Off Period
For orders shipped to the European Union, customers have the legal right to cancel or return their order within 14 days without providing a reason.
However, for hygiene and health protection reasons, this right does not apply to sealed intimate products once they have been opened or unsealed.
Returned items must be:
- Unused and unopened
- In original packaging with seals intact
- Accompanied by proof of purchase
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional processing time.
If more than 15 business days have passed since your refund approval, please contact us at: