Refund policy
RETURN, REFUND & CANCELLATION POLICY
At Nimbo, we want you to shop with confidence. In addition to the rights you may have as a consumer under applicable law, we offer a 30-calendar-day satisfaction guarantee from the date your order is delivered, subject to the conditions below.
1. RIGHT OF WITHDRAWAL
If you purchase as a consumer, and provided that the product has not been made to your specifications or clearly personalized, you may exercise your legal right of withdrawal within the applicable statutory period from the date you receive your order.
To request a return, the product should be returned in appropriate condition, preferably:
- Without signs of misuse or damage caused by the customer.
- With its original packaging, accessories and included items, where possible.
- With proof of purchase or the order number.
The right of withdrawal does not apply in cases legally excluded under applicable consumer protection regulations, including, among others, products that have been clearly personalized or made according to the customer's specifications.
2. PERSONALIZED PRODUCTS
Due to the nature of some products sold by Nimbo, certain items may include personalized elements, specific configurations or content adapted to the customer's preferences.
In such cases, and in accordance with applicable consumer protection regulations, personalized products may be excluded from the right of withdrawal, unless they have a manufacturing defect, an error attributable to Nimbo, or do not conform to the order.
If your order includes personalization, we will review each request individually before authorizing a return or refund.
3. 30-DAY SATISFACTION GUARANTEE
In addition to any statutory rights available to consumers, Nimbo offers a 30-calendar-day commercial satisfaction guarantee from the date your order is delivered.
This commercial guarantee applies to products that:
- Are not clearly personalized, unless expressly authorized by Nimbo.
- Are returned in suitable condition for inspection.
- Do not show damage resulting from improper use, incorrect handling or abnormal wear.
Nimbo reserves the right to approve, refuse or offer an alternative solution, such as an exchange, replacement or partial refund, after reviewing the condition of the product and in accordance with applicable law.
4. RETURN PROCEDURE
To request a return, exchange or review of your order, please contact us by email at:
contact@thefaceflip.com
Your request should include:
- Full name
- Order number
- Reason for the request
- Photos or videos of the product, when the request concerns an incident, defect or damage
IMPORTANT: Please do not send any product back without receiving prior authorization from us. Unauthorized returns may be refused.
Once your request has been approved, we will provide you with the return instructions and the appropriate return address.
5. RETURN SHIPPING COSTS
Except in cases involving:
- An order error attributable to Nimbo
- A manufacturing defect
- A product that does not match the order
return shipping costs will be the responsibility of the customer.
If the issue is attributable to Nimbo, we will cover reasonable costs associated with the return or replacement, as applicable.
6. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
We recommend checking your order as soon as you receive it.
If your product arrives damaged, defective, incorrect, or there is any other issue with your delivery, please contact us as soon as possible at:
contact@thefaceflip.com
To help us process your request more quickly, we recommend contacting us within 48 hours of delivery in cases involving visible shipping damage or obvious delivery issues.
This does not limit your statutory rights in cases of non-conformity, but it helps us process the incident more efficiently with the carrier or logistics provider.
7. REFUNDS
Once the returned product has been received, where applicable, and its condition has been inspected, we will inform you whether your return has been approved.
If a refund is applicable:
- It will be issued, where possible, using the same payment method used for the original purchase.
- The refund will be processed within a reasonable period after approval.
- The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.
If a return does not meet the applicable conditions, Nimbo may refuse the refund or, where appropriate, offer an alternative solution.
8. INTERNATIONAL ORDERS
Nimbo ships internationally to many destinations.
For international orders:
- Delivery times are estimates and may be affected by customs procedures, carriers, local holidays or other circumstances beyond Nimbo's reasonable control.
- Customers are responsible for providing a complete and accurate delivery address.
- Depending on the destination country, customs duties, import taxes, customs clearance fees or other local charges may apply. These costs are the responsibility of the customer unless expressly stated otherwise during the checkout process.
Nimbo is not responsible for delays resulting from customs procedures, border controls or circumstances reasonably beyond our control.
9. LEGAL WARRANTY
Nothing in this policy limits or replaces any statutory rights available to consumers under applicable laws regarding legal guarantees, conformity of goods, consumer protection or the sale of goods.
If you receive a defective, non-conforming or incorrect product, you may contact us at:
contact@thefaceflip.com
We will review your request and provide the applicable solution in accordance with the relevant consumer protection laws.
10. CONTACT
For any questions regarding returns, refunds, delivery issues or customer service, please contact us at:
contact@thefaceflip.com
Nimbo
Email: contact@thefaceflip.com