Refund policy

NEES maintains a strict and fair policy. Please read carefully before raising any request.

Effective Date: April 2026  |  nees.fun

1. GENERAL POLICY

NEES takes quality control seriously. Every product is inspected prior to dispatch. However, we acknowledge that issues may occasionally arise. All refund and return requests are evaluated on a case-by-case basis at the sole and final discretion of NEES. Submission of a request does not guarantee approval.

⚠  NEES reserves the final and absolute right to approve or reject any refund or return request based on its independent assessment. This decision is binding and not subject to further negotiation, escalation, or override by the customer.

2. CONDITIONS UNDER WHICH A REQUEST MAY BE CONSIDERED

A return or replacement request may be considered only if ALL of the following conditions are simultaneously met:

  • The request is submitted within 5 calendar days of the delivery date as recorded by our logistics partner.

  • The product is physically damaged due to transit mishandling, not due to any post-delivery misuse.

  • The product has a manufacturing defect that renders it completely non-functional as described on the product listing.

  • The wrong product (different design or SKU from what was ordered) was delivered.

  • The request is accompanied by clear photographic or video evidence, submitted via WhatsApp at the time of raising the request.

  • The product is in original, unused condition with original packaging intact where applicable.

⚠  Requests raised after 5 calendar days of delivery will be rejected without exception, regardless of the nature of the complaint.

3. CONDITIONS UNDER WHICH NO REQUEST WILL BE ENTERTAINED

NEES will not process any return, replacement, or refund under the following circumstances, without exception:

  • Change of mind, personal dislike, or preference for a different design after purchase.

  • The product has been used, refilled, ignited, or physically altered in any way after delivery.

  • Damage caused by misuse, dropping, improper storage, exposure to extreme heat, or any customer-side mishandling after delivery.

  • The lighter has run out of gas. Running out of gas is normal usage and is not a product defect.

  • Minor cosmetic variations in colour, finish, or print tone from product images, as these may vary slightly due to screen settings or manufacturing batch differences.

  • Products purchased during a sale, clearance event, or promotional campaign, unless confirmed defective.

  • Customer has to mandatorily fill the return/replacement request form provided on the website shop.nees.fun otherwise nothing could be done by our side neither we hold any liability to do so in any circumstances.

  • Requests submitted without video or photographic proof of defect at the time of raising the request.

  • Requests submitted after the 5-day window from delivery date.

  • Products for which the customer cannot provide an unboxing video. NEES strongly recommends recording an unboxing video every time a package is opened.

4. EVALUATION AND RESOLUTION PROCESS

Upon receipt of a valid request with supporting evidence, NEES will evaluate the claim within 48 to 72 business hours and communicate its decision via WhatsApp or email. If NEES determines the claim to be valid, one of the following resolutions will be offered:

  • Replacement: A replacement unit will be dispatched within 3 to 5 business days after confirmation and receipt of the returned product.

  • Refund (in exceptional cases only): A refund to the original payment source will be processed within 7 to 10 business days if NEES determines that a replacement is not feasible.

NEES evaluation is final. If the returned product, upon inspection, is found not to match the stated reason for return, no refund or replacement will be issued and the product will not be returned to the customer.

5. RETURN SHIPPING

If a return is approved by NEES, the customer will be guided on the return process via WhatsApp. In cases where the fault is confirmed to be on NEES (wrong product dispatched or confirmed manufacturing defect), reverse pickup will be arranged by NEES at no cost to the customer, subject to serviceability. In all other approved cases, return shipping costs are borne entirely by the customer.

⚠  Do not return any product without prior written approval from NEES. Unapproved returns will not be accepted and NEES will not be liable for any product loss during unapproved self-shipment.

6. ORDER CANCELLATION

NEES operates on a prepaid-only model and orders are processed and dispatched within 24 to 48 hours of payment confirmation. As a general rule, order cancellations are not accepted once an order is placed and payment is confirmed.

In exceptional circumstances such as an accidental duplicate order, a cancellation request may be considered if raised within 2 hours of order placement via WhatsApp (+91 92024 05645), provided the order has not yet been dispatched. NEES decision on such requests is final and binding.

In the event NEES cancels an order for any reason on its end (stock unavailability, pricing error, etc.), a full refund will be issued to the original payment source within 5 to 7 business days.

7. REFUND TIMELINES

Approved refunds are credited to the original payment source within 7 to 10 business days of refund confirmation from NEES. NEES is not responsible for delays caused by the bank or payment gateway after the refund has been initiated from our end.

8. DISPUTE RESOLUTION

Any disputes arising in connection with refund or return claims shall be subject to the exclusive jurisdiction of the competent courts in Bhopal, Madhya Pradesh, India. By placing an order on NEES, you consent to this jurisdiction.

Return or Refund Support: WhatsApp +91 92024 05645 | support@nees.fun | Mon-Sat, 10 AM - 7 PM